Second Honeymoon Case study

8/9/2019 Second Honeymoon Case study

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The Second Honeymoon

HRIM 112 Case Report

ANTONIO, SHIELA LOUISECORONEL, A NDREANA GRACE


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Point of

vie

Consultant


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O!#ective

To help Waikiki Palace improve its

services, customer relations, andinternal communications.


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A$$um%tion

$

1 TI&E 'RA&E( around2005

2

3

Waikiki Palace hasno other local or

international branches.

The resort isfinancially stablesince they

are able to undertake a major renovation.


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A$$um%tion

$

4Renovations of the various parts of the

resort are happeningsimultaneously.

5

It is theirfirst timeto have a major

renovation; they do not have past

experiences under this situation.


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Are)$ of

con$ider)tion

Availability of funds

Organizational structure of the resort

Capacity of the management to executedecisions/changes

1

2

3


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S*OT )n)"y$i$

STRENGTH$

Highly recommended by the travel agent, whichcould mean that the resort has a good

reputation.

Fast service during check-in


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The McDonalds were

promised that their requests

from the pool area will be

provided through roomservice, but later were beingcharged for their request

Mr. McDonald was unable

to talk to someone who

could help him with hisproblems even after talking

to a manager, a front desk

clerk and an assistant

manager

21

S*OT )n)"y$i$

*EA+NESSESPoor communication with customers and poor coordination

among the staff

The McDonaldswere not properly

informed of how the

renovations wouldaffect the guest

services.3


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S*OT )n)"y$i$

*EA+NESSESPolicies are not adjusted in line with the ongoing renovations

Sending champagne twice instead of correcting the

problems reported


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S*OT )n)"y$i$

OPPORTUNITIES

Completion of therenovation will result

to better

facilities/amenities

which could attract

more customers

Growing number oftourists in Hawaii,

which is known to be

a great place for

vacation


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S*OT )n)"y$i$

THREATS

Competition from existing and emerging hotels inthe area


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A"tern)tive cour$e$ of

)ction

LONG

TER&

Assign someone who would specialize in

addressing all the guests’ concerns.

Overhaul the entire communication system.Install a modern/high-tech communication

system wherein everyone could be

informed of changes in policies orregulations instantly.

Have regular staff meetings to inform

everyone of the happenings in the resort

and to train them how to address customer

problems


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Ev)"u)tion( $hort

termCLOSE THE RESORT WHILE RENOVATION IS ON GOING.DANTAGES DISADANTAGES

No inconvenience for guests

Faster completion of the

renovation

No need to adjust the current

policies

The resort will lose revenues

Employees will lose their

jobs

-


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RENOVATE THE HOTEL

PART BY PARTAND

ADJUST POLICIESACCORDINGLY.

PROVIDE GUESTS

WITH ADEQUATE

INFORMATION TO HELP

THEM ADJUST THEIR

PLANS AND

EXPECTATIONS.

ADANTAGES

The resort will still be able to

accommodate guests and earnrevenues

Guests will experience less

inconvenience since only a smallarea of the resort will be affected

at a given time

.

Ev)"u)tion( $hort

term


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RENOVATE THE HOTEL

PART BY PARTAND

ADJUST POLICIESACCORDINGLY.

PROVIDE GUESTS

WITH ADEQUATE

INFORMATION TO HELP

THEM ADJUST THEIR

PLANS AND

EXPECTATIONS.

DISADANTAGES

Renovation will take a longer time

which could mean higher costs

Management will have to

decide which part of the hotelwould be prioritized

.

Ev)"u)tion( $hort

term


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CONTINUE

RENOVATING

AFFECTED AREASSIMULTANEOUSLY,

BUT JUST ADJUST THE

POLICIES AND

PROVIDE GUESTS

WITH ADEQUATE

INFORMATION.

ADANTAGES

Not as costly as Alternative 2 since

only the policies have to beadjusted and not the duration of the

renovation

Fast completion without

sacrificing revenues and

customers

/

Ev)"u)tion( $hort

term


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DISADANTAGES

Some inconvenience such as drill

noises will not be be possible toavoid

/

Ev)"u)tion( $hort

termCONTINUE

RENOVATING

AFFECTED AREASSIMULTANEOUSLY,

BUT JUST ADJUST THE

POLICIES AND

PROVIDE GUESTS

WITH ADEQUATE

INFORMATION.


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-

Ev)"u)tion( "on0

termASSIGN SOMEONE WHO WOULDSPECIALIZE IN ADDRESSINGALL THE GUESTS’ CONCERNS.

DANTAGES DISADANTAGES

Can be implemented at lowcosts

Less stressful for the

customers since they will knowwho to look for when they have

concerns and they can get

immediate response

Not all employees will beinformed of the procedures

which can result to poor

coordination

The assigned persons might not

have the authority to make

certain decisions


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OVERHAUL THE ENTIRE

COMMUNICATION

SYSTEM. INSTALL A

MODERN/HIGH-TECH COMMUNICATION

SYSTEM WHEREIN

EVERYONE COULD BE

INFORMED OF CHANGESIN POLICIES OR

REGULATIONS

INSTANTLY.

ADANTAGES

Good investment for the resort

.

Ev)"u)tion( "on0

term

Information could be

disseminated instantly


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OVERHAULTHE ENTIRE

COMMUNICATION

SYSTEM. INSTALL A

MODERN/HIGH-TECH COMMUNICATION

SYSTEM WHEREIN

EVERYONE COULD BE

INFORMED OF CHANGESIN POLICIES OR

REGULATIONS

INSTANTLY.

di$ADANTAGES

Costly

.

Ev)"u)tion( "on0

term

Additional training will be needed

to teach the staff how to use the

system


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HAVEREGULAR

STAFF MEETINGSTO

INFORM EVERYONE

OF THE HAPPENINGS

IN THE RESORT AND

TO TRAIN THEM HOW

TO ADDRESS

CUSTOMER

PROBLEMS

ADANTAGES

More personal interaction between the

management and the staff

/

Ev)"u)tion( "on0

term

People can raise concerns and

clarify questions on the spot

Everyone will be provided with

the same information at the

same time


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di$ADANTAGES

Meetings can be time consuming

and difficult to schedule since the

resort operates 24/7

Ev)"u)tion( "on0

termHAVEREGULAR

STAFF MEETINGSTO

INFORM EVERYONE

OF THE HAPPENINGS

IN THE RESORT AND

TO TRAIN THEM HOW

TO ADDRESS

CUSTOMER

PROBLEMS

/


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Recommend)tion

SHORT TERM

CONTINUE WITH THE ON-GOING

RENOVATIONS, AND FOCUS ON

ADJUSTING POLICIES TO CATER

TO THE NEEDS OF THE GUESTS.


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Temporarily waive the room service charge for areas affected

by the renovation

Recommend)tion

CONTINUE WITH THE ON-GOING RENOVATIONS,AND FOCUS ON ADJUSTING POLICIES TO CATER


Be more lenient with the dress code or provide alternative

outdoor restrooms and coffee shop.

-

.


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Recommend)tion

CONTINUEWITH THE ON-GOING RENOVATIONS,AND FOCUS ON ADJUSTING POLICIES TO CATER


Drilling and other similar activities should be done during

a specific time of the day. Steps should be taken to make

sure that guests are well informed of the schedule./


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Recommend)tion

LONG TERM

OVERHAULTHE RESORT’S

COMMUNICATION SYSTEM.


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Gather feedback periodically both from the resort staff

and the guests.

Recommend)tion

OVERHAULTHE RESORT’S COMMUNICATION SYSTEM.

Install a high-tech communication system that would allow

faster dissemination of information.

Issue memoranda when needed to help disseminate information

such as changes in policies and new protocols.

-.

/


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Le$$on$ "e)rned

ALWAYS THINK OF THE CUSTOMERS

BECAUSE THEY ARE THE MOSTIMPORTANT PART OF THE BUSINESS.

-


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Le$$on$ "e)rned

GOOD COMMUNICATION AND

COORDINATION IS VITAL IN ANYORGANIZATION.

.


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Le$$on$ "e)rned

SERVICES SHOULD NOT BE

COMPROMISED AT ANY TIME.

/


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Le$$on$ "e)rned

CHAMPAGNE CANNOT SOLVE EVERYTHING.

YOU HAVE TO ADDRESS THE PROBLEM ATHAND. YOU CANNOT IGNORE IT OR BRIBE

YOUR WAY OUT FOR TOO LONG.

1


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Le$$on$ "e)rned

BEFORE GOING ON TRIPS LIKE A SECOND

HONEYMOON, MAKE INQUIRIES YOURSELFAND DON’T JUST RELY ON SECONDHAND

INFORMATION OR RECOMMENDATIONS.

2

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Second Honeymoon Case study