CASE DESCRIPTION
The primary subject matter of this case concerns quality management. Marikina Hotel (MH) currently has no long-term vision for maintaining and improving its quality of service to their customers. MH does not evaluate where they are now and formulate strategies on how to proceed in the future.
Secondary issues examined include the following: (1) Process Reengineering on providing quality service given the limited funds, cancellation of reservation of government agencies, marketing strategy, customer driven-processes and customer feedback system; and (2) Lean Operations specifically on cutting costs especially during low season and low number of manpower but not capable of increasing because of budget limitations.
CASE SYNOPSIS …show more content…
Deanna de Jesus, the hotel’s OIC, has sought a consultant to review and improve operations.
CASE BODY
In June 2017, Ms Deanna Racquel de Jesus, OIC-Manager of Marikina Hotel (MH), is concerned with the overall operations of MH. June to September is the off-peak seasons of the hotel. Given the low turnout of customers during this period, she thought about the possible improvements in the operations of the hotel.
Marikina Hotel is a local economic enterprise hotel located at Pio Del Pilar Corner Tangerine Street, SSS Village 1, Marikina City. To showcase the good governance of the city government of Marikina, the hotel was built in 2002 during the administration of Bayani Fernando. It was initially used to provide accommodations for those coming from the provinces to study and observe how Marikina runs. Later on, it served as lodging for guests of government officials.
As a local economic enterprise, all of its profits are accumulated in the account of the local government unit. Money would be spent by the general administration and would only be reimbursed and vouchered back to the Hotel if there would be justifiable expenses …show more content…
Common types include:
Luxury Hotels
Like Shangri-la at the Fort or Conrad Manila in Pasay City, this type of hotel provides high quality amenities, full service accommodations, on-site full-service restaurants, and the highest level of personalized and professional service.
Boutique and Lifestyle Hotels
These hotels center on giving a unique guest experience as opposed to simply providing lodging. These usually evolve with the changing tastes of travelers and constantly innovate to provide a unique experience. Examples would include The Cocoon Boutique Hotel in Quezon City and The Picasso Boutique Serviced Residences in Makati City.
Full-service Hotels
Full-service hotels provide guests a wide array of services and on-site facilities. They maximize offerings by providing an all-in-one experience, including laundry and shuttle services, restaurants, spa, or fitness facilities. Sofitel Philippine Plaza Manila is an example of this type of hotel.
Economy and Limited Service Hotels
Marikina Hotel is an example of an economy and limited service hotel. It offers a very limited amount of on-site amenities and often only offer basic accommodations. It usually only caters to a specific demographic of customers, typically the budget-minded
The primary subject matter of this case concerns quality management. Marikina Hotel (MH) currently has no long-term vision for maintaining and improving its quality of service to their customers. MH does not evaluate where they are now and formulate strategies on how to proceed in the future.
Secondary issues examined include the following: (1) Process Reengineering on providing quality service given the limited funds, cancellation of reservation of government agencies, marketing strategy, customer driven-processes and customer feedback system; and (2) Lean Operations specifically on cutting costs especially during low season and low number of manpower but not capable of increasing because of budget limitations.
CASE SYNOPSIS …show more content…
Deanna de Jesus, the hotel’s OIC, has sought a consultant to review and improve operations.
CASE BODY
In June 2017, Ms Deanna Racquel de Jesus, OIC-Manager of Marikina Hotel (MH), is concerned with the overall operations of MH. June to September is the off-peak seasons of the hotel. Given the low turnout of customers during this period, she thought about the possible improvements in the operations of the hotel.
Marikina Hotel is a local economic enterprise hotel located at Pio Del Pilar Corner Tangerine Street, SSS Village 1, Marikina City. To showcase the good governance of the city government of Marikina, the hotel was built in 2002 during the administration of Bayani Fernando. It was initially used to provide accommodations for those coming from the provinces to study and observe how Marikina runs. Later on, it served as lodging for guests of government officials.
As a local economic enterprise, all of its profits are accumulated in the account of the local government unit. Money would be spent by the general administration and would only be reimbursed and vouchered back to the Hotel if there would be justifiable expenses …show more content…
Common types include:
Luxury Hotels
Like Shangri-la at the Fort or Conrad Manila in Pasay City, this type of hotel provides high quality amenities, full service accommodations, on-site full-service restaurants, and the highest level of personalized and professional service.
Boutique and Lifestyle Hotels
These hotels center on giving a unique guest experience as opposed to simply providing lodging. These usually evolve with the changing tastes of travelers and constantly innovate to provide a unique experience. Examples would include The Cocoon Boutique Hotel in Quezon City and The Picasso Boutique Serviced Residences in Makati City.
Full-service Hotels
Full-service hotels provide guests a wide array of services and on-site facilities. They maximize offerings by providing an all-in-one experience, including laundry and shuttle services, restaurants, spa, or fitness facilities. Sofitel Philippine Plaza Manila is an example of this type of hotel.
Economy and Limited Service Hotels
Marikina Hotel is an example of an economy and limited service hotel. It offers a very limited amount of on-site amenities and often only offer basic accommodations. It usually only caters to a specific demographic of customers, typically the budget-minded