Hampton Inn Case Study :: essays research papers

HAMPTON INN THE 100% SATISFACTION take on1. The philosophy behind the 100% Satisf achievemention Guarantee is to defy the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do cerebrate that this is a good way to improve service quality however, I am not sure that it is the best way. While it may attend to consumers that employees will try harder to satisfy them, if employees atomic number 18 empowered to refund a customers money, they do not have to answer to management, they potty just do it.2. The implications of the 100% Guarantee for (a) guests, (b) managers, (c) owners of the hotel buildings and (d) Promus area)Guests that no head what happens, even if the hotel really did nothing wrong, they bay window get their money back.b)Managers that they have very little to no control over their property or employees. It seems like many important decisions have been taken away from managers, and they send wor d not react in the best interest for the hotel chain because whats in the customers best interest is usually not the same as the companys best interest.c)Owners of the Hotel Buildings that they need to go their facilities in tip top condition or else customers will be dissatisfied with their experience and demand their money back.d)Promus that this is a program that can enhance the quality of their hotel system.3. I designate that since certain events are disobedient it would be more realistic to exclude them from the guarantee, but it seems like tribe really respond to the candor of the Hampton Inn employees and respect the fact that they are being honest with them about the conditions of the hotel. This is great for customer service and ordinary relations for the hotel, and very rare in the business world, and I think consumers really appreciate that.4.