Hospitality & Hotel Management

Questions: 1.What does the hotel have to offer in terms of guest amenities? Outlets? 2.What does the hotel have in terms of front services staffing and how do they interact with guests? 3.Based on your observations/interviews, who is the guest? What are their demographics? What do you think has motivated them to choose that particular hotel? (i.e. price, brand status, hotel amenities, location, etc.) 4.What does the hotel offer in terms of a loyalty program? 5.Based on your observations/interviews, are the guests repeat customers or new customers? 6.Has the hotel recently had an experience with a guest who was not completely satisfied with their stay? How were their concerns addressed? Answers: 1. Amenities Casablanca hotel provides Free High Speed Wireless Internet, Complimentary breakfast, refreshments, Wine cheese receptions evenings from 5pm-8pm, free bottled water, turn down services. It has occupied fourth rank in trip advisor. Double Tree by Hilton is situated in New York too and it has 263 room, 21 floor and 5 rooms in each floor with five suites 2 penthouse. Four handicap rooms ("Doubletree By Hilton - Find Hotel Rooms"). It offers all services like Casablanca with loyalty program, sporting event or performance at Madison Square Garden, Broadway play or musical as added amenities. 2. Interaction Casablanca has clubroom named Ricks Caf serving wine, cheese, all time refreshments and deluxe continental breakfast. Di Napoli restaurant by Tony serves Italian food family style for lunch and dinner seven days a week. Double Tree by Hilton also serves wide variety of foods concerning familys comfort and convenience. Cheltons Bar and Grille proffers an exclusive concoction of customary American cuisine. Both the hotel craves for excellence and serve their customers with smiling face. They maintain a good interaction harmony. 3. Guests In Casablanca, customers come from different parts of the world. They generally have 10% booking from OTA and 40% booking from direct business. Double Tree hotel by Hilton group makes room for 50% of their total guest acceptance capacity for IBM. They have 40% booking from OTA and have direct booking of 5% from the business. In Casablanca, average night rates are 190 dollars ("Special Offers - OFFICIAL SITE - Casablanca Hotel, Best Boutique Hotel"). Hilton offers breakfast at a rate of 18.95 dollars. Both the hotels are situated in New York; however, Double Tree is located near Madison square garden, near Penn station, 10 block from time square, where Casablanca is set up. Hiltons is a bit cheaper than Casablanca (night rate 189$) and in terms of amenities and services, brand value. Customers choose their preferences location wise and regarding other features. 4. Loyalty Double Tree acquires 10% of walking current occupancy rate in 94% competence. Blue silver and diamond are the loyalty programs for diamond members. Complimentary water, breakfast get 1 point spend 1 dollar for all member are schemed. 50.000 points free 1 night stay; silver member get 1000 point if they spend 25 dollar for breakfast.Casablanca also has loyalty program whence customers choose Hiltons service likewise. 5. Customers Though both the hotels attain customers from different parts of the world, it is observed that the guests are repeat customers as they like the providing and services by the hotels. In case of Double Tree, a large number of customers keep visiting there, mainly from IBM and OTA. It controls an excellent customer relation management with customer data service and on-Q operating system. Guest of the day gets lucrative offers. 6. Issue Double Tree hotel recently was reported an problem by a customer by their tracking service. The said customer has faced an issue in door locks, as the hotel has a battery used door locks system. On a contrary, Casablanca was not reported that kind of issue. References "Doubletree By Hilton - Find Hotel Rooms". Doubletree3.hilton.com. N.p., 2016. Web. 14 Mar. 2016. "Special Offers - OFFICIAL SITE - Casablanca Hotel, Best Boutique Hotel". Casablancahotel.com. N.p., 2016. Web. 14 Mar. 2016.