HOSPITALITY SERVICE EXCELLENCE

Hospitality Service Excellence

Final Report

Case Study: City@ Hotels

Executive Summary

A marketing strategy, carefully formulated and evaluated is a prerequisite for the success of the commercial, but no guarantee. The implementation of the strategy involves turn plans into specific actions in order to achieve the objectives. City@ Hotels is the hospitality section of the City@ Group, which is a limited liability company in Amsterdam. After the year of 2006, City@ Group changed from the owner and operator to a management company. The current main market of the company was European countries, but it would be developed and spread to the east. Sufficient amount of information is needed for the management of services and products that would be used in a life cycle along with the proper use of recycle and re use products for a positive impact over safety, health and environment. It is observed that the staff is only discussed with the human resource manager or the general manager after the completion of training.

Hospitality Service Excellence

Key Information

Facts and Figures

City@ Hotels is the hospitality section of the City@ Group, which is a limited liability company in Amsterdam. It was launched in 2003. The core purpose of City@ Hotels is to deliver luxury at an affordable level of price to customers. 3100 employers worked for the company, 20% of them were in the support units and rest worked for the business unit.

History of organization and past achievement

After the year of 2006, City@ Group changed from the owner and operator to a management company. In the past several years, City@ Hotels had gained many awards, such as best “People & Talent” Management Program 2009, Best Initiative in Sustainable Development 2011, and “The Trendiest Hotel in the World” Award by Trip Adviser in the year of 2010 and 2011.

Markets, offerings and customers

In the result part, it could be found out that City@ Hotels' CSI was on the top of the list comparing with main competitors. Besides, the occupancy percentage was also higher than others from 2006 to 2012. During the period 2006-2009 the net profit was increasing constantly. However, because of the negative influence of the financial crisis in 08/09 the company suffered a significant loss in 2010.

Operations, partners and suppliers

The CEO of the company was supported by 6 Department Heads with different functions, like generating sales, designing development plans, training and strategic management, food and beverage, I.T issues, and financial planning and forecasting. Core resources and assets were the foundation of the operation. For example, some recruitment agencies help the company with employee issues. Apple and IBM were the strategic support partners providing with some support functions (Christou, 2001).

Management structure and activities

The management board in the Netherlands included professional from both hospitality and interior design industry. As it was mentioned above, the core values were credibility, innovation, technology. It was the aim of the company that gets all employees involved to form a culture of the core values.

Many meetings were conducted during the operation in order to ...