Mandarin Oriental Hotel Case Study Essay -- Business Management Studi

The company Established in Hong Kong in 1963, Mandarin Oriental Hotel Group is and international hotel investment and management group operating ten hotels in the Asia-Pacific region. The company manages each of these hotels and has significant ownership interests in all but Mandarin Oriental, San Francisco and the Phuket Yacht Club Hotel and Beach Resort, Thailand. Mandarin Oriental’s overall corporate quality goal is to achieve a level of excellence that sets the group apart from all of its competitors in the eyes of customers, investors and staff. In order to achieve this level of excellence it strives for total customer satisfaction in its service delivery, and to consistently be a leader in the industry in terms of profitability and the creation of a rewarding working environment for all of its staff. The Mandarin Oriental Hotel has, from its creation, received recognition for providing a level of products and services of the highest quality. While traditions of consistent quality service delivery are practiced at each of the hotels, the challenge to the Group is to develop an ongoing corporate culture of quality service drawing upon the strengths of each individual hotel. At the beginning of 1993, the company introduced a new Group Mission Statement that has been rolled out to every member of staff through personal presentations by the Managing Director at every hotel and corporate office. This Mission Statement has been published in English, Chinese, Thai and Indonesian, and serves as a model in that it conveys guidelines and criteria that can be used by hoteliers who wish to monitor and evaluate their own leadership and quality improvement efforts. Mission Statement The company Mandarin Oriental Hotel Group is a leader in the hotel industry, owning and operation some of the world’s finest de luxe and first class hotels. The mission Their mission is to completely delight and satisfy our guests. They are committed to making a difference every day; continually getting better to keep us the best. The guiding principles Delighting their guests They will strive to understand our client and guest needs by listening to their requirements and responding in a competent, accurate and timely fashion. They will design and deliver our services and products to address their needs. In fact, the MOG a... ...he same as those employed to build their business, they are tied to each other. They are currently developing a Group-wide Guest History network whereby the â€Å"history† of a customer of any one hotel can be accessed by any other hotel so that preferences are immediately responded to even if it is the customer’s first use of a new hotel. When this is in place, a customer of Mandarin Oriental, Hong Kong who prefers a particular type of beverage will find it waiting for him upon arrival at The Oriental, Bangkok. They follow up their customers with a personalized written response to every comment card or letter received and recently have begun telephoning customers for follow up. In every case they strive to let the customers know that they appreciate their comments; that their experiences are important to them; that they want to address the specific instance generating the comment; that they want them to be satisfied and, finally, if appropriate, they explain the change that will be made in their processes to assure achievement of better customer satisfaction in the future. (Go, F.M and Pine, R.(1995). Globalization Strategy in the Hotel Industry. Routledge)