Research Paper on:
Effective Management of a Luxury Hotel

Unformatted Sample Text from the Research Paper:
so as to create customer loyalty. Erto and Vanacore explained: "The hotel is a system whose vital aim is to satisfy (and hopefully delight) the customer. Each identifiable subsystem (viz.  reception, room, bathroom, restaurant, support services) concurs to realize this aim by means of a peculiar process. The customer actively participates in several service processes and affects the result in  terms of quality and added value" (2002, p. 165). This is what makes the hotel industry different - customers always interact or are involved in one way or another with  each individual service the hotel provides. Edvarsson offered a different perspective on service organizations (Erto and Vanacore, 2002). While we normally think of the hotel as providing services, Edvarsson  suggests that a "company does not sell services, but opportunities for services" (Erto and Vanacore, 2002, p. 165). That is a different way for the manager to look at the  business and if one thinks about it for just a moment, it becomes clear that the statement is all too true. Every time a guest interacts with an employee, that  employee is given the opportunity to provide a service to the guest. It does not take a rocket scientist to conclude that if guests receive excellent service during each interaction,  the hotel is meeting its objective. Erto and Vanacore go on to comment that in this industry, the customer both receives the service and judges that service (2002). The  needs and desires of guests must be considered at all times, from strategic planning through evaluation. The goal should be to exceed a customers expectations rather than just meeting those  expectations (Erto and Vanacore, 2002). Researchers from the Cornell University School of Hotel Administration conducted a very large study to determine the best practices in the lodging industry (Enz and