Hyatt Hotel Case Study - Literature Review - Business Assignment Help

Assignment Task:

Introduction

Hyatt hotel is one of the international five stars listed hotel. It is known as one of the best hotels in the world in the context of customer service and relationships and is famous for its luxury and high-quality services. Its franchise is in many countries, and it will provide the same quality of service in each of its branches. To maintain consistency, all wound to their main motto, and they are successful in this section. Also, they understand their customers very welly what they need, what kind of services they seek and how the customers react to the services and continuous feedback from their potential customers to help them to reach in this position. 

Literature Review

The hotel business is the service sector business, where the satisfaction of the customer is most important (Dominici & Guzzo, 2010). The understanding of the thinking of customer is the key factor which makes any hotel successful. The growing competition in this sector makes it challenging for all competitors (Jasinskas et al., 2016). Not only is the competition also the fulfillment of demand of customers challenging these days. Every customer is different in nature and behavior, and their demand may be different in a different scenario. The handling and fulfilling customer’s demand are the main priority of Hyatt. This is taken care by Customer Relationship Management which is solely responsible for the satisfaction of hotel customers.

Hyatt Hotel analyses and values every movement and comments of the customer so that they will not leave any gap between demand and fulfillment of the customers. Every staff of the hotel is trained so well that they will try to give their best at any moment to their customers. Also, if there will be any mistakes from the hotel side, then they will rectify it at any moment without taking any more time. To understand the movement, comments and feedback from the customers, Hyatt hotel has the data management system, which is also known as Master Data Management (Kumar Das & Mishra, 2011). In this system, they make the profile of the customers who visited and booked their hotel twice or thrice and they trach their behavior which makes hotel staff easy to understand the demand of the customer and they prepare for the upcoming challenges very well and fulfill the customer’s demand in no time. This makes staff a lot easier to handle potential customers. Also, this kind of behavior makes customers visit the same hotel whenever they are in that place. Hyatt hotel is one of the successful brands in the world, and also the customers seek to get high from the hotel side. When they pay or book for the hotel to stay, they will expect to get high customer services from the hotel. They also push lots of advertisements through social media to retain their costumers (Leung et al., 2017).

Research Objective

The primary objective of the given research is to know how Hyatt Hotel retains its customers, how the customers behave with the frequent visit to the hotel. The behavior of the customer is the main thing which this research will illustrate. The model followed by the Hyatt hotel should be known and followed by other hotels too.

Research Questions

RQ1. Why do you prefer the Hyatt Hotel?

RQ2. What makes you select Hyatt Hotel Frequently?

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