Quiz 1 Readings Notes -...

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Room for Two; It’s one company but two cultures. Marriott  and Ritz Carlton work to align different approaches with g 00:59 Marriott considering automated check in Kiosks.   Members swipe rewards card, and the kiosk gives the guests their room key.   Designed to give business travelers a sense of independence Frees up front desk for other customer service tasks Angelucci of Ritz Carlton does not like the idea, she thinks that a Kiosk at a Ritz Carlton  would be like putting ATMs for Swiss Bank accounts.  Counter intuitive Marriott wants to use IT standardization, the more the better On the other hand, Ritz Carlton wants to promote uniqueness In hospitality, IT is moving from a cost center to a profit center.   It is bringing in revenue Ritz Carlton, was acquired by Marriott, but they both have their own CIO Marriott uses Rewards, which is about massive integration Ritz uses Class, which is great for collecting customer preferences
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This note was uploaded on 02/02/2012 for the course HADM 3387 at Cornell University (Engineering School).

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Quiz 1 Readings Notes -...

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