2-2 Short Paper Starwood Hotels\u2019 Quality Initiatives.docx - QSO 690 Topics in Operations Management 2-2 Short Paper Starwood Hotels Quality

2-2 Short Paper Starwood Hotelsu2019 Quality...

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QSO 690: Topics in Operations Management 2-2 Short Paper: Starwood Hotels’ Quality Initiatives “Starwood Hotels and Resorts was originally formed by the real estate investment firm Starwood Capital to take advantage of a tax break; at the time, the company was known as Starwood Lodging. Initially, Starwood Lodging owned many hotels throughout North America, all under different brand names. The Westin Hotel Company was purchased in 1994 from Aoki Corporation of Japan. Starwood acquired the Sheraton, Four Points by Sheraton, and The Luxury Collection brands from ITT Sheraton in 1998.” “In 1999, Starwood launched their “W” Hotels brand. In September 2005, Starwood announced the launch of Aloft, a new hotel brand based on W. Aloft Hotels catered toward business travelers. In 2005, Starwood purchased the Le Méridien brand.” According to the video the Starwood Hotel – The Phoenician was struggling with one department Front desk as the check-in of guests was taking longer than the standard set forth by the company which is to check-in a guest within three minutes. Having an established standard confirms that the company has a quality management plan in place which defines the acceptable level of quality the hotel will stick by. For the three minutes during check-in is a metric that has proven success in customer services in many of their properties. When evaluating Starwood Hotels, we can’t help but think about Total Quality Management (TQM) which describes a management approach that seeks long-term success via customer satisfaction. In the hospitality industry, this is a standard to create WOW effect on clients who want to return, the goal in hotels, in general, is to have to return guest as these secure longevity and revenue.
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