These best practices or optimized approaches to first measuring guest expectations and then responding to them through a series of concerted strategies is the foundation of the strategic framework Hilton uses to manage its many brands (Dube, enagham,1999).
Managing Expectations and Exceeding Them: The Mission of Hilton Management

Strategically then, the managing and exceeding of expectations are the most critical strategic set of processes that Hilton management continually refines and accentuates throughout their organizational culture (Balmer, Thomson, 2009). This effort to continually strengthen the practice of exceeding expectations is quantified through the use of SEVQUAL and balanced scorecards (Hosford, 2006) and has even permeated the management team's approach to creating and executing on learning programs and initiatives for employees (Baldwin-Evans, 2006).

Hilton management, across all of its brands, has also seen that guests form very solid levels of brand loyalty when their expectations are met the majority of the time, during the…...

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References

Kay Baldwin-Evans. (2006). Hilton highlights link between staff loyalty and e-learning. Human Resource Management International Digest, 14(1), 36-38.

Balmer, J., & Thomson, I.. (2009). The shared management and ownership of corporate brands: the case of Hilton. Journal of General Management, 34(4), 15

Barsky, J.. (2008, December). Hotel loyalty programs motivate guests in a recession. Hotel and Motel Management, 223(21), 16.

Blackstone Group, Investor Relations (2009). Blackstone Group Investor Relations. Retrieved July 6, 2009, from Blackstone Group Investor Relations Web site:  http://ir.blackstone.com/sec.cfm

In doing this, the company is able to cater to their needs and build customer loyalty. The article explains that such a strategy can also weed out customers that have failed to pay for their hotel rooms in the past (Kontzer). This makes the company more profitable and has added to the ability of the company to expand at such a rapid pace. The article asserts that the company hopes to open 150 new locations in 2005.
Another strategy that the company has implemented is the fomation of a joint venture company in efforts to expand the Conrad brand of hotels. According to an article entitled "Hilton Group plc, Hilton Hotels Corporation Launch Conrad Hotels Joint Venture" the author explains that Conrad hotels are luxury accommodations and that the Hilton Group will work together to expand the hotel to locations around the world. The article explains that Hilton will utilize…...

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Works Cited

Annual Report 2004. Hilton Hotels Corporation

Hilton Hotel and Hilton International plan to open up to 50 Conrad Hotels by 2010, and named Dieter Huckenstein chairman and ceo of Conrad Hotels and president of Hilton Global Alliance. 2005. Hotels and Motel Management.  http://findarticles.com/p/articles/mi_m3072/is_3_220/ai_n12940371 

Hilton Group plc, Hilton Hotels Corporation Launch Conrad Hotels Joint Ventutre"2004

 http://www.hospitalitynet.org/news/4006455.html

Policies and procedures for the Hilton include corporate responsibility, community involvement, support of the arts, and a variety of public service policies that enhance the company's public persona. The company mission stresses accountability, profitability, and corporate responsibility.

The 2005 Annual eport indicates profitability at 7% from last year, with Net Income up 93%. It was one of the best years for Hilton in quite a while, and the company continues to look quite successful and profitable.

I hope to work for the Hilton Hotels Corporation because they are a respected and long-term name in the hospitality industry, they are successful, and my educational goals have been geared toward a successful hospitality purveyor such as the Hilton. I respect their brands, including the Waldorf-Astoria, feel I would be a good fit because of my hospitality experience, education, and desire to do well with the company.

eferences

Editors. "Hilton Hotels Information." Hoovers.com. 2006. 7 Oct. 2006.…...

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References

Editors. "Hilton Hotels Information." Hoovers.com. 2006. 7 Oct. 2006. -- /free-co-factsheet.xhtmlhttp://www.hoovers.com/hilton/--ID__10733

Chinese Tourism for Hotels
Just as the 4ps are no longer sufficient to capture the sophisticated buyer of regular goods, the inquiring traveler is part of a larger network of service consumers who has a need more. And that's why the now recognized 7ps can play a major role in reaching out to tourist customers who come from different cultures or otherwise have an expectation of being part of something special that recognizes their passing needs (Khanna, 2011).

It is for this reason that many hotels that have an interest in the massively growing Chinese tourism sector have already turned their attention to this unique, well-informed, and rather well prepared community of buyers (Chen, L., 2011). As with any other customer, Chinese visitors want to be greeted with a sense of detail that at least tips its hat to the fact that both parties to the transaction respect what the other has…...

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REFERENCES:

Chen, L. 2011, Chinese Tourism, A potential bounty for U.S. hotels. HVS. Retrieved from  http://www.hvs.com/article/5386/chinese-tourism-a-potential-bounty-for-us-hotels/ .

Khanna, R. (n.d.), Service Marketing. Retrieved from  http://www.scribd.com/doc/52329532/Final-7ps-Tourism .

Dragon Tail (June 2010), China takes lead in global tourism industry recovery. Retrieved from  http://www.chinatraveltrends.com/2010/06/china-takes-lead-in-global-tourism-industry-recovery/ .

Dragon Tail (January 2011), 'Sports Tourism' will be the new spotlight for Chinese outbound tourism. Retrieved from  http://www.chinatraveltrends.com/2011/01/sports-tourism-will-be-the-new-spotlight-for-chinese-outbound-tourism/ .

executive lounges of luxury hotel in London
Promotion of Executive Lounge

Overview of the UK hotel industry

Executive lounge market research and trends

Advantages and disadvantages from the hotel perspective

Tourism data

SERVQUAL theory

Methodology and previous research

Research strategy and tools

Sample selection

Reliability and validity

Executive lounges are sections set aside by hotels to cater for guest or customers who are would not mind paying more in order to receive a premium or preferential services (Nguyen, 2015). Just as in the airline industry, the hotel industry has recognized the need to have special services for clients who have huge demands, especially business travelers. The major benefits of executive lounges are the services or amenities offered. Most executive lounges allow guest to have an early check-in and late checkout, business center, allowing guest to take a shower before their rooms are available, private meeting areas, and free meals. The number of executive lounges has been increasing, and it is…...

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Bibliography

AB HAMID, N.R. & AKHIR, R.M. 2013. Beyond technology-based customer relationship management: It is total customer experience management. Research in Business and Economics Journal, 8, 1.

BECKER, E. 2013. Overbooked: the exploding business of travel and tourism, New York, NY, Simon and Schuster.

BJORN, A. 2013. The needs and wants of business and leisure guests at Marriott Brussels.

BRYMAN, A. 2012. Social research methods, Oxford, Oxford university press.

J. Heinz Company
Strengths: it is short and concise; it is constructed in a formal means which also uses specialized language to promote the company's commitment to customers and employees.

Shortcomings: it lacks an introduction and it does not mention the well-being of other categories of stakeholders aside customers and employees

(5) Chevron

Strengths: offers detailed input on the company's visionary goals; includes several categories of stakeholders

Shortcomings: it is rather long and too detailer, creating as such the possibility for the reader to lose interest and not remember what he read; seems explicative and responsive to the criticism of environmental threats to which the company has been subjected.

ank of vision statements from best to worst: I (4); II (1); III (2); IV (5); V (3)

eferences:

ed Hat 2009 Annual eport, http://files.shareholder.com/downloads/HAT/763006950x0x304106/3145E646-AE56-4FE1-9C59-B79F4491C4C5/FY09_Annual_eport_on_Form_10-K.pdf last accessed on November 2, 2009

2009, ed…...

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References:

Red Hat 2009 Annual Report, last accessed on November 2, 2009http://files.shareholder.com/downloads/RHAT/763006950x0x304106/3145E646-AE56-4FE1-9C59-B79F4491C4C5/FY09_Annual_Report_on_Form_10-K.pdf

2009, Red Hat Website,   last accessed on November 2, 2009http://www.redhat.com 

34 billion = 1.02). The ratio for 2009 was calculated by: dividing $2.851 billion into $1.142 billion ($2.851 billion / $1.142 billion = 2.09). ("Marriot 2009 Annual Report," 2010) The lackstone Group has a debt ratio for: 2008 of 2.81 and 2009 of 1.50. The number for 2008 was calculated by dividing $9.489 billion into $3.37 billion ($9.489 billion / $3.37 billion = 2.81). The ratio for 2009 was determined by dividing $9.049 billion into $6.017 billion ($9.049 billion / $6.017 billion = 1.50. ("The lackstone Group 2009 Annual Report," 2010)
When you compare the debt ratio of Marriot with that of the lackstone Group, they both have a debt ratio above 1.0, indicating that they have more assets than debt. With Marriot this number increased between 2008 and 2009, highlighting that the company has been taking aggressive steps to reduce the underlying amounts of debt. Evidence of this can be…...

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Bibliography

The Blackstone Group 2009 Annual Report. (2010). Black Stone Group. Retrieved from http://files.shareholder.com/downloads/BX/978607563x0x376134/C8C175CD-AE96-4BC1-BDE5-EDB7EF71268C/BX_AR09.pdf

Debt Ratio. (2010). Investopedia. Retrieved from  http://www.investopedia.com/terms/d/debtratio.asp 

Financial Ratios. (2010). Net MBA. Retrieved from  http://www.netmba.com/finance/financial/ratios/ 

Marriot 2009 Annual Report. (2010). Marriot. Retrieved from http://files.shareholder.com/downloads/MAR/978589640x0x364053/B4988C82-12B9-4BAA-8CC8-50E085A764D5/Marriott_09AR.pdf

National corporations own many chains, even though several others are independently owned but affiliated with a chain through a franchise agreement.
Types of Hotels

The U.S. Department of Labour (2004) denotes five basic types of hotels:

Commercial - These hotels operate year round and are primarily located in cities or suburban places. The larger properties offer an assortment of services for their guests, such as coffee shops, restaurants, cocktail lounges, gift shops, newsstands, theatre, health spas, swimming pools, etc.. Even larger hotels offer banquet rooms, ballrooms to accommodate wedding receptions; business meetings. Convention and business meetings provide major sources of revenue for larger hotels

esort - These hotels are primarily located in vacation destinations near mountains, the seashore, or other attractions. Nowadays, some resorts provide additional convention and conference facilities to stimulate their customers to combine business with pleasure. (U.S. Department of Labour, 2004)

esidential - These establishments provide a living quarter for permanent…...

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References www.questia.com/PM.qst?a=o&d=5001903567

Anderson, K. (2003, March). Time Out: Getting the Best Deal on a Vacation Time-Share. Black Enterprise, 33, 115.

Anderson, A. (1996). Timesharing- enviable growth lures major hospitality companies into industry. Hotel online. (Online). Available from URL:   30 October 2005).q www.questia.com/PM.qst?a=o&d=5012473252http://www.hotel-online.com/Trends/Andersen/Timesharing_EnviableGrowth.html ,(accessed

Brit Couple Killed as Timeshare Turf War Erupts in Tenerife; HUSBAND AND WIFE WORKED FOR MIDLAND CONMAN. (2006, January 15). Sunday Mercury (Birmingham, England), p. 3.

Crimes of Persuasion (2000). Deceptive Timeshare, Campground and Travel Club Sales. (Online). Available from URL:   3 November 2005).http://www.crimes-of-persuasion.com/Crimes/InPerson/MajorPerson/time_shares.htm ,(accessed

The tourism activity requires clear quality standards that Hilton must meet. This business sector is more stable from this point-of-view than advertising. In other words, Hilton has an easier job than Interpublic Group in developing and implementing its strategy. Their strategies are based on different strategic objectives.
Interpublic Group must counteract the effects of various changes determined by the business environment. In order to reach this objective, the company must hire employees that are able to identify these effects and to develop strategies that the company can use in increasing its market share. Such situations are not frequent in the business sector of Hilton.

Another difference between the human resources strategy of these companies is represented by the motivational strategies that these companies use. These business sectors require different types of motivational strategy. The activity of Hilton requires employees that are able to follow the rules established by Hilton or by…...

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Reference list:

1. Enhancing the Strategic Value of HR at Hilton Hotels' International Operations (2010). Hilton. Retrieved April 19, 2011.

2. Corporate Citizenship (2008). Interpublic Group. Retrieved April 19, 2011 from  http://www.interpublic.com/corporatecitizenship .

3. Swart, J. et al. (2005). Human Resource Development. Retrieved April 19, 2011 from  http://books.google.ro/books?id=WTuVmwHbNhYC&printsec=frontcover&dq=human+resources+strategy&hl=ro#v=onepage&q=human%20resources%20strategy&f=false .

4. Bohlander, G. & Snell, S. (2010). Managing Human Resources. Cengage learning. Retrieved April 19, 2011 from  http://books.google.ro/books?id=J1MgADAhyr8C&pg=PA91&dq=human+resources+strategy&hl=ro#v=onepage&q=human%20resources%20strategy&f=false .

The balancing of costs and customer loyalty are being mediated by the service supply chain considerations as well in each of these companies. As the major limitation is intelligence of how self-efficacy changes over time as customers are routed to new avenues of participation, much work needs to be done in this area as it is critical for the growth of these strategies across all lines of services offered. The critical link of customer identification with the services needs to stay intact despite the challenge of keeping these roles in sync with supply chain visibility and planning.
ibliography

Anderson, G., Morrice, D., Lundeen, G. (2005). The "physics" of capacity and backlog management in service and custom manufacturing supply chains. System Dynamics Review, 21(3), 217-247. Retrieved April 1, 2008, from AI/INFORM Global database. (Document ID: 970922231).

Hartline, M.D, Ferrell, OC. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing,…...

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Bibliography

Anderson, G., Morrice, D., Lundeen, G. (2005). The "physics" of capacity and backlog management in service and custom manufacturing supply chains. System Dynamics Review, 21(3), 217-247. Retrieved April 1, 2008, from ABI/INFORM Global database. (Document ID: 970922231).

Hartline, M.D, Ferrell, OC. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70. Retrieved April 1, 2008, from ABI/INFORM Global database. (Document ID: 10281333).

Hsieh, a & Yen, C.H., Chin, K (2004). Participative customers as partial employees and service provider workload. International Journal of Service Industry Management, 15(2), 187-199. Retrieved April 1, 2008, from ABI/INFORM Global database. (Document ID: 650144811).

Jack, E., Bedics, T., McCar, C.. (2006). Operational challenges in the call center industry: a case study and resource-based framework. Managing Service Quality, 16(5), 477-500. Retrieved April 2, 2008, from ABI/INFORM Global database. (Document ID: 1143410581).

Sunmee Choi & Anna S. Mattila (Cornell Hotel & Restaurant Administration Quarterly): The impact that a hotel can have on customers by sharing a frank and specific list of pricing practices ("revenue management" [RM]) is significant, according to a peer-reviewed journal article published in 2005. Choi & Mattila conducted a study of 120 travelers (all waiting for flights from Reagan National Airport in ashington, D.C.), providing them with three distinctly different scenarios regarding a hotel's rate-management policies. The result of the research determined that the scenario with the most detailed information on hotel pricing was preferred by far more customers than the other two. Looking deeper into these results, the authors report that while merely providing information on the varying rates offered by the hotel improved customer perceptions of the hotel, which alone did not "...improve customers' perceptions of fairness." hat did improve perceptions of fairness in the minds of…...

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Works Cited

Bowen, John T., & Shoemaker, Stowe. (2003). Loyalty: a strategic commitment: building a Group of loyal customers is money in the bank for a hotel, but loyalty requires a long-term

Relationship in which a hotel earns its guests' trust. Cornell Hotel & Restaurant

Administration Quarterly, 44.5-6, 31-54.

Kapferer, Jean-Noel. (2005). The roots of brand loyalty decline: an international comparison,

The following Table labeled Table 1.0 shows the Direct Competition Comparison in the industry sector of Marriott International, Inc.
Table 1

Marriott International is known for being creative and especially so in relation to the IT dollar. In a report entitled "The Keys to Marriott's Success" stated is that "Marriott and its IT department have documents and system, policies and procedures and even history and philosophy to guide their decisions frees them to focus on real resourcefulness creatively combined with the commitment to wring the most value from every IT dollar." (International Data Group)

The Courtyard by Marriott was found to be the "Champion in Best Practice" which is evidence in the Intranet System which replaced manuals and printed materials. Siguaw, et al. (2004) The Courtyard by Marriott also recently claimed the award as the Corporate-level Overall Best-practice Champion in the mid-scale segment. The Cornell Hotel School along with the Center for…...

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References:

1. Deng, Ni (2004) Can Service Recovery Help When Service Failures Occur? Journal of Hospitality and Tourism Management 2004 Aug 01 [Online] Highbeam Research

2. For Global Hoteliers MICROS-Fidelio Financials is the answer; MFF Provides an Integrated, IRFS Complaint Solution (2003) M2 Presswire 2003 Dec 9 [Online] Highbeam Research

3. Wyndham and NYU Release Completel Women Business Traveler Study Online; Profile of Today's Woman Business Traveler Determined (2000) PR Newswire Dallas 2000 June 6 [Online] Highbeam Research

4. Campbell, Steven. E. Dr. (2000) Prosperity Bodes Well for the Hospitality Industry in the New Millennium The Black Collegian 2000 Feb 1 [Online] Highbeam Research

To intimidate striking workers or escort strike breakers, workers who would replace the individuals striking, across picket lines some employers contracted private companies like the Pinkerton Detective Agency.
The United States Department of Labor reports that the Coal Strike of 1902 proved to be a turning point in U.S. policy. On October 3, 1902, to address the strike in the Pennsylvania anthracite coal fields that he perceived to threaten a coal famine, President Theodore oosevelt resolved to end the strike by setting a precedent for the Federal Government's interventions. After a bitter battle, with President oosevelt's intervention, both sides of the coal labor dispute agreed to the findings of the Anthracite Coal Strike Commission. As a result, labor and industry accepted that the public possessed overriding rights as well as vital interests. President oosevelt's voice and negotiation skills returned peace to the coalfields (the Coal Strike of 1902…, 2010).

James Sherk…...

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REFERENCES

A Brief History of the Labor Movement. (2006). NPR. Retrieved March 8, 2010 from  http://www.npr.org/templates/story/story.php?storyId=5758863 

Florida State Union. (2009). Unions.org. Retrieved March 8, 2010 from  http://www.unions.org/home/umap9-.htm 

Greenhouse, S. (2010). Most U.S. union members are working for the government, new datashows. The New York Times. Retrieved March 8, 2010 from  http://www.nytimes.com/2010/01/23/business/23labor.html 

History at the Department of Labor. (2010). United States Department of Labor.

Pizza Hut Business Assessment
A Marketing Plan for Pizza Hut (Australia)

Marketing Objectives (Assessment Part 2)

This marketing objective is a statement of what is to be accomplished through marketing activities. Marketing objectives for Pizza Hut (Australia) are:

To maintain the number one market position

To increase the percentage of pizza sales by increasing the number of franchisee delivery units with carryout facilities.

The marketing objectives can be achieved through different ways. One of them can be creating internal campaigns or contests with attractive prizes to achieve the established objectives. In July 1997, Pizza Hut organized a " Serving Up a Million" contest. It was an eight-week long contest among all Company-owned Pizza Hut stores across the country and the Odessa restaurant outperformed more than 4,000 company-owned Pizza Huts in U.S.A. The Pizza Hut manager and his staff received a check for U.S. dollar 100.000. Pizza Hut Website (1998).

Another way could be signing agreements with leading…...

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References

(1998). Pizza Hut Website. Retrieved 09/30/05, from  http://www.pizzahut.com 

Butler, F. (1986). Hotel and Food Service Marketing.: Holt, Reinehart & Winston.

Kaufmann, P. (1993). Pizza Hut, Inc. Harvard Business

Pizza Hut (2005). About Pizza Hut. Retrieved 09/30/05, from

Disney manages a wide variety of expectations that not only vary by demographics but also by culture by managing the desired services through rapid new service delivery coupled with a high-touch service strategy. Disney excels at expectations management by working very hard to make sure there are few adequate service moments in their parks, instead concentrating on how to set and achieve expectations across a very wide demographic and cultural customer base. In effect the managing of desired expectations (Zeithami and Bitner, 2005) is strategically defined for the long-term, supported with marketing campaigns and strategies, and launched to specific customer segments, in effect setting their expectations and then fulfilling or exceeding them.
eference:

Zeithami, V, & Bitner, M (2005). Services Marketing: Integrating Customer Focus across the Firm.…...

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Reference:

Zeithami, V, & Bitner, M (2005). Services Marketing: Integrating Customer Focus across the Firm. New York, NY: McGraw-Hill/Irwin