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QSO 690: Topics in Operations Management2-2 Short Paper: Starwood Hotels’ Quality Initiatives “Starwood Hotels and Resorts was originally formed by the real estate investment firmStarwood Capital to take advantage of a tax break; at the time, the company was known asStarwood Lodging. Initially, Starwood Lodging owned many hotels throughout North America,all under different brand names. The Westin Hotel Company was purchased in 1994 from AokiCorporation of Japan. Starwood acquired the Sheraton, Four Points by Sheraton, and TheLuxury Collection brands from ITT Sheraton in 1998.”“In 1999, Starwood launched their “W” Hotels brand. In September 2005, Starwoodannounced the launch of Aloft, a new hotel brand based on W. Aloft Hotels catered towardbusiness travelers. In 2005, Starwood purchased the Le Méridien brand.”According to the video the Starwood Hotel – The Phoenician was struggling with onedepartment Front desk as the check-in of guests was taking longer than the standard set forth bythe company which is to check-in a guest within three minutes. Having an established standardconfirms that the company has a quality management plan in place which defines the acceptablelevel of quality the hotel will stick by. For the three minutes during check-in is a metric that hasproven success in customer services in many of their properties. When evaluating Starwood Hotels, we can’t help but think about Total QualityManagement (TQM) which describes a management approach that seeks long-term success viacustomer satisfaction. In the hospitality industry, this is a standard to create WOW effect onclients who want to return, the goal in hotels, in general, is to have to return guest as these securelongevity and revenue.
The evaluation I would have suggested would have involved discussing the issue with all