Mandarin Oriental Hotel Case Study Essay -- Business Management Studi

The confederacyEstablished in Hong Kong in 1963, mandarin oriental Hotel Group is andinternational hotel investment and management group direct tenhotels in the Asia-Pacific region. The comp any(prenominal) manages all(prenominal) of thesehotels and has significant ownership interests in all but mandarin eastern, San Francisco and the Phuket Yacht Club Hotel and BeachResort, Thailand.Mandarin Orientals overall corporate character reference goal is to give alevel of excellence that sets the group apart from all of itscompetitors in the eyes of nodes, investors and staff. In order toachieve this level of excellence it strives for join customersatisfaction in its service delivery, and to orderedly be a leaderin the industry in terms of profitability and the foundation of arewarding working environment for all of its staff.The Mandarin Oriental Hotel has, from its creation, receivedrecognition for providing a level of products and services of thehighest quality. While traditi ons of consistent quality servicedelivery are practiced at each of the hotels, the challenge to theGroup is to develop an ongoing corporate culture of quality servicedrawing upon the strengths of each individual hotel.At the beginning of 1993, the company introduced a new Group MissionStatement that has been rolled disclose to every member of staff throughpersonal presentations by the Managing director at every hotel andcorporate office. This Mission Statement has been published inEnglish, Chinese, Thai and Indonesian, and serves as a model in thatit conveys guidelines and criteria that can be used by hoteliers whowish to monitor and evaluate their own leadership and qualityimprovement efforts.Mission StatementThe companyMandarin Oriental Hotel Group is a leader in the hotel industry,owning and operation some of the domains finest de luxe and firstclass hotels.The missionTheir mission is to altogether delight and satisfy our guests. Theyare committed to making a going away eve ry day continually gettingbetter to keep us the best.The guiding principlesDelighting their guestsThey impart strive to understand our client and guest demand by listeningto their requirements and responding in a competent, accurate andtimely fashion. They will design and deliver our services and productsto address their needs. In fact, the MOG a... ...he same as those employed to build their business, they are tiedto each other.They are shortly developing a Group-wide Guest History networkwhereby the history of a customer of any one hotel can be accessedby any other hotel so that preferences are immediately responded toeven if it is the customers first use of a new hotel. When this is inplace, a customer of Mandarin Oriental, Hong Kong who prefers aparticular type of beverage will detect it waiting for him upon arrivalat The Oriental, Bangkok.They follow up their customers with a personalised written response toevery comment card or earn received and recently have beguntelepho ning customers for follow up. In every sideslip they strive to letthe customers know that they appreciate their comments that theirexperiences are important to them that they penury to address thespecific instance generating the comment that they want them to be fulfill and, finally, if appropriate, they explain the change thatwill be made in their processes to manipulate achievement of bettercustomer satisfaction in the future.(Go, F.M and Pine, R.(1995). Globalization schema in the HotelIndustry. Routledge)