Analysis Of The Rosedale On Robson Suite Hotel

Rosedale on Robson Suite Hotel is located in the heart of the sports, entertainment, and cultural area of Vancouver. The hotel is considered 3.5 star hotel, and it has adopted the concept of hotel suite management. The Rosedale on Robson's suites are composed by a living room and kitchenette apart from the regular bedroom and bathroom, which brings convenience to long-term and short-term guests. Since its opening in 1995 (Chevalier Group, n.d.), the hotel has attracted guests from all around the world such as United States, Australia, Germany and India. However, the majority of customers are short-term guests from cities closer to Vancouver, who come to the city for one or two nights to enjoy a concert or game match such as hockey, soccer and football. The fact that the hotel is located in …show more content…
Therefore, companies can gather, analyze and exploit costumers' information and needs to create personalized and exclusive services and experiences (Sigala, 2006). In the hospitality industry, where service is the main product, customer satisfaction, loyalty and high profits can be achieved by implementing an effective CRM. Customer Relationship Management must have three pillars as foundation in order to succeed. The first pillar is Human Factor (Wang, Moyle, Whitford, & Moylan, 2014), which includes managers’ support and constant staff development and training, in other words, the commitment have to come from employees in all levels in an organization. The second factor is Knowledge Management (Melendez and Moreno, 2014), which is the process of understanding all customers' data and turning into a personalized service. The last pillar is Technological Factor (Melendez and Moreno, 2014), which is represented by different softwares that can facilitate the collection and analysis of all guests' information such as