ROSEN full.docx - GROUP 7 BUSINESS STRATEGY Hong Thy Trang(Leader#C46 ID 11165358 CASE STUDY ANALYSIS Rosen Hotels Resorts Delivering Superior Customer

ROSEN full.docx - GROUP 7 BUSINESS STRATEGY Hong Thy...

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CASE STUDY ANALYSIS Rosen Hotels & Resorts: Delivering Superior Customer Services GROUP 7 BUSINESS STRATEGY Hoàng Thùy Trang (Leader) Lê Th Vân Anh Phan Vũ H ng Giang Ph m Th Thùy Dung Tr n Minh H ng ươ Nguy n Tu n Quang Lâm Nguy n Th Bình Nguy n Bích Ph ng ươ #C46 – ID: 11165358 #C2 – ID: 11160189 #C11 – ID: 11161251 #C9 – ID: 11160993 #C22 – ID: 11162175 #C26 – ID: 11162663 #C5 – ID: 11160605 #C35 – ID: 11164135
Contents I. INTRODUCTION: EXECUTIVE SUMMARY ................................................................................ 2 II. ANALYSIS: ................................................................................................................................. 2 A. Background Information of Rosen Hotel & Resorts: ......................................................... 2 B. Strategic Tools Analysis: .................................................................................................... 3 C. Question Analysis: ............................................................................................................. 5 1. Question 1: .................................................................................................................... 5 2. Question 2: .................................................................................................................... 6 3. Question 3: .................................................................................................................... 7 4. Question 4: .................................................................................................................... 9 5. Question 5: .................................................................................................................. 11 6. Questions 6: ................................................................................................................. 11 7. Question 7: .................................................................................................................. 12 References ..................................................................................................................................... 14
I. INTRODUCTION: EXECUTIVE SUMMARY Rosen Hotels & Resorts, which is a company for leasing hotel services, is one of the most respected and successful names in the hospitality industry. Beginning 45 years ago from acquiring a previous quality inn, Harris Rosen alone built Rosen Hotels & Resorts into a series of 9 award-winning hotels and resorts. Since its founding in 1973 until now, this hotel complex has 6,694 rooms, has about 4500 employees and is valued at over $ 500 million. In the case study, the writer evaluated the hotel market in the United States as well as the hotel market in Orlando, where Harris Hotels & Resorts placed its hotels and resorts and clear the role of Rosen Hotels & Resorts. After 45 years of operation, it now has a 5% market share in Orlando, the second largest hotel market in the United States. Under the management of Harris Rosen, Rosen Hotels & Resorts is currently an influential name in the hospitality industry, a world- renowned holiday destination. Each hotel in Rosen's hotel complex offers its guests excellent, comfortable rooms, with special and thoughtful guest service. In addition to providing superior hotel stays, Rosen also focuses on providing a great dining experience through dozens of restaurants at the hotels. Staffs of the hotel are always working hard to ensure every aspect of the customer when staying with Rosen is the best. However, being one of the most respected names in the hospitality industry. Rosen Hotel and Resorts® without a doubt needs to experience difficult issues. Those problems are lack of organizational structure to follow, maintain staying in the safe area without breakthrough to be outstanding, a large number of rivals in hotel industry. This paper will discuss those problems and give recommendations to overcome them. Main points of the recommendations are: establishing an organized human resource system to follow and all important functions focused on HR, as well as medical services, reservation and conference marketing, ensuring that the right culture is maintained and improved and finally investing more aggressively in order for Rosen Hotels not to will bypass the opportunities to expand their service.

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