The Ramada revolution: the birth of a service culture in a franchise organization

Article Abstract:

Ramada Franchise Systems, Inc devised a service improvement plan, which is dubbed the Personal Best Hospitality program. The program's objective was to eliminate the problem of customer service inconsistency found in a number of its franchise hotels. The scheme involved human resource selection, employee training and appropriate compensation as well as service performance appraisal. Management now recruits only qualified personnel who were compensated based on employee-friendly incentive packages. Employee training was considered a fundamental part of organizational development. All aspects were measured for improvement based on performance standards.

Human resource management, RAM, Ramada Franchise Systems Inc.

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Checking in under Marriott's first ten program

Article Abstract:

Marriott Hotel Corp's efforts to speed up its check-in procedure resulted to improved customer satisfaction and higher levels of operational efficiency. The company's First Ten Program facilitates check-in in a manner with which waiting time is reduced to zero. The philosophy behind the program was that customers should be, barring unforseen circumstances, inside their rooms ten minutes or less into their arrival in the hotel. With the new system's adoption by the hotel which pilot-tested it, it is expected to be the future standard in all other Marriott establishments.

Marriott Hotels, Resorts and Suites

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The 100% Satisfaction Guarantee: ensuring quality at Hampton Inn

Article Abstract:

Hampton Inns Inc. introduced 100% Satisfaction Guarantee in 1989, as part of its commitment to quality service and customer satisfaction. Several techniques employed for the successful implementation of the program include the guest satisfaction rating system, quality assurance program, guest assistance and total quality index. Success of the program can be attributed to employee empowerment, development of the 'fix-it' mentality and focus on customer.

Analysis, Evaluation, Customer satisfaction, Total quality management, Hampton Inns Inc.

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