Mandarin Oriental Hotel Case Study Essay -- Business Management Studi

The fraternityEstablished in Hong Kong in 1963, Mandarin Oriental Hotel Group is andinternational hotel investment and guidance group operating tenhotels in the Asia-Pacific region. The company manages separately of thesehotels and has material ownership interests in both but MandarinOriental, San Francisco and the Phuket Yacht parliamentary procedure Hotel and BeachResort, Thailand.Mandarin Orientals overall integrated musical note goal is to achieve a direct of excellence that sets the group by from all of itscompetitors in the eyes of customers, investors and staff. In order toachieve this level of excellence it strives for total customersatisfaction in its service delivery, and to systematically be a leaderin the industry in footing of profitability and the creation of arewarding working environment for all of its staff.The Mandarin Oriental Hotel has, from its creation, receivedrecognition for providing a level of products and serve of thehighest quality. While trad itions of consistent quality servicedelivery are ripe at each of the hotels, the challenge to theGroup is to develop an ongoing corporate culture of quality servicedrawing upon the strengths of each individual hotel.At the beginning of 1993, the company introduced a new Group Mission recital that has been rolled out to every member of staff through ain presentations by the Managing Director at every hotel andcorporate office. This Mission account has been published inEnglish, Chinese, Thai and Indonesian, and serves as a model in thatit conveys guidelines and criteria that can be used by hoteliers whowish to monitor and judge their own leadership and qualityimprovement efforts.Mission StatementThe companyMandarin Oriental Hotel Group is a leader in the hotel industry,owning and process some of the worlds finest de luxe and firstclass hotels.The kickTheir mission is to completely delight and satisfy our guests. Theyare committed to fashioning a difference every day continually getting purify to keep us the best.The guiding principlesDelighting their guestsThey will strive to understand our lymph node and guest needs by listeningto their requirements and responding in a competent, faithful andtimely fashion. They will design and deliver our services and productsto address their needs. In fact, the MOG a... ...he same as those employed to build their business, they are tiedto each other.They are currently developing a Group-wide Guest History intercommunicatewhereby the history of a customer of any one hotel can be accessedby any other hotel so that preferences are immediately responded to nevertheless if it is the customers first use of a new hotel. When this is inplace, a customer of Mandarin Oriental, Hong Kong who prefers aparticular type of crapulence will find it waiting for him upon arrivalat The Oriental, Bangkok.They follow up their customers with a personalized written response toevery comment mental capacity or letter received and recently have beguntelephoning customers for follow up. In every case they strive to letthe customers know that they appreciate their comments that theirexperiences are important to them that they penury to address thespecific instance generating the comment that they want them to besatisfied and, finally, if appropriate, they explain the change thatwill be make in their processes to assure achievement of bettercustomer satisfaction in the future.(Go, F.M and Pine, R.(1995). Globalization Strategy in the HotelIndustry. Routledge)