소개글
[호텔경영] 포트만 호텔 The Portman Hotel 경영사례(영문)에 대한 자료입니다.
목차
1.The Portman Hotel
2.Guest Room Services
3.Marriott’s Acquisition
본문내용
“To bring Asian standards of hospitality to the US”
Revolution in guest service in the American luxury market
Personal Valets
High quality service at affordable rates.
“No rules for the guests”
Experience
Home away from Home, Office away from Office.
Asian service philosophy
Turnover – high, 16% in initial months
Tips
Exp: $200
Act: $40
Dissatisfied with Job Content
50% cleaning, 50% guest service
Tensions with other group of workers
PVs looked upon as “maids”
PVs felt porters were slow in response
“No rules” – Experience than talent
Complex & New
Some fired, most left due to work culture
American traveler not ready for this type of service.Low occupancy rate
Multitasking
- 80% cleaning, 20% guest service
Lack of supervision, decentralized work
Disorganized