Hampton Inn Case Study :: essays research papers

HAMPTON INN THE 100% SATISFACTION GUARANTEE1. The doctrine behind the 100% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality however, I am not sure that it is the best way. While it may seem to consumers that employees leave try harder to satisfy them, if employees are empowered to refund a customers money, they do not have to answer to management, they can near do it.2. The implications of the 100% Guarantee for (a) guests, (b) managers, (c) owners of the hotel buildings and (d) Promus area)Guests that no matter what happens, regular(a) if the hotel unfeignedly did nothing wrong, they can get their money back.b)Managers that they have rattling little to no control over their property or employees. It seems corresponding many important decisions have been taken away from managers, and they can not react in th e best interest for the hotel chain because whats in the customers best interest is usually not the kindred as the companys best interest.c)Owners of the Hotel Buildings that they need to keep their facilities in tip top condition or else customers will be dissatisfy with their experience and demand their money back.d)Promus that this is a program that can leaven the quality of their hotel system.3. I think that since certain events are uncontrollable it would be more realistic to exclude them from the guarantee, but it seems like people really respond to the candor of the Hampton Inn employees and respect the fact that they are macrocosm honest with them about the conditions of the hotel. This is great for customer service and public dealing for the hotel, and very rare in the business world, and I think consumers really appreciate that.4.