THE CARTER HOTEL

The Carter Hotel: The rise and fall of an Iconic Hotel and Suggestions for the Future

Table of Contents

Introduction3

Hotel Industry3

Staff and customer loyalty4

Good relations with competition5

Customer Focused5

Location5

Expansion5

Diverse Workforce6

Internal Analysis: Weaknesses6

High Staff turnover6

Technology6

Older staff resistant to change6

Training and Development6

Reactionary6

Bad planning and Utilization7

Lack of facilities7

Transport7

Online Review Sites7

Future Strategies/Suggestions/Recommendations for the Carter Hotel8

Achieving excellence in customer service8

Internet reservations increase your revenue!10

Coping with the current changes in American Tourism10

Conclusion11

References12

The Carter Hotel: The rise and fall of an Iconic Hotel and Suggestions for the Future

Introduction

The following document is an analysis of the American Hotel industry with specific reference to the Carter Hotel. After identifying the main issues facing the Hotel, I have done an external analysis on the environment the hotel is currently operating in. A review of the hotel's current strategy determined whether it can operate profitably in this environment & what changes need to be made, are also identified.

•Challenges facing the Carter Hotel

•Achieving excellence in customer support

•Dealing with the current changes in American tourism

•Attracting top quality candidates

•Utilizing staff to optimum advantage

•Training staff to meet the changing needs of the organization

•Planning career paths for present employees

With experience of over 20 years in the industry, the Carter Hotel has enjoyed steady growth, over the last three years. Utilizing its central location in the carter, the Hotel caters chiefly for business trade in the coursework of the week. With 55 bedrooms, it provides accommodation for the holiday trade in the coursework of the summer & on the weekends. It's a staff of 72 employees.

Hotel Industry

The structure of the American tourism industry is predominantly that of American-owned tiny & medium sized enterprises (SMEs) in hotels, guesthouses, restaurants, licensed premises & tourism services & attractions. The industry works well with Government Departments & State agencies in a usually productive private-public partnership to promote the development of the industry.

The American tourism industry has strong foundations based on a substantial customer base, high overall customer satisfaction ratings, competent & experienced staff & the quantity & quality of its capital stock. The industry represents what is, arguably, the most successful sector of American owned enterprise since the foundation of the State. On becoming so, it's achieved the challenging investment, revenue earnings & employment targets set for it, historically in the past, under successive national designs & EU Operational Programs for Tourism. These significant achievements provide a solid base to address with confidence the new challenges facing the tourism sector (American Examiner, 2003).

The industry is, today, at an important turning point in its evolution. The strong competitiveness gains achieved in the coursework of the 1990s have been eroded in more recent years. Unless the industry defined to encompass both its private & public sector parts, takes strong & immediate action to regain competitiveness it will regress in years to come. However, if corrective actions are taken with resolution & efficiency, significant opportunities exist, in the context of the anticipated growth in international tourism in the coming years, to build on, & even surpass, the major success of American tourism in the 1990s ...