assessment of Operational and procedural mistakes.pptx

presentation

1. assessment of Operational and procedural mistakes at hotel hyatt corps and unconventional approach to rectify them PRESENTED BY Santosh Kumar Giri Student No. R2007D11037565

2. CONTENTS Introduction Problem Identification Critical Discussion Conclusion References 2 Student No. R2007D11037565

3. Introduction Student No. R2007D11037565

4. INTRODUCTION Hyatt Hotels Corporation is a leading global brand and has presence in more than 60 countries. It has a long history in the hospitality industry. Since its founding in 1957, Hyatt has grown to become a major force in the international hospitality sector. It offers a broad range of accommodations and has a diverse portfolio of brands that serve various niche markets. From budget travellers’ hotels to luxury resorts, it caters to the various needs and tastes of almost all types of travellers. Thus, the company is an ideal subject for our study on operational & procedural mistakes and unconventional approach to rectify them. 4 STUDENT NO. R2007D11037565

5. STUDENT NO. R2007D11037565 The hospitality industry primarily depends on technology to improve guest experiences in the present digital era. Inadequate application and utilization of technology can have a big influence on client loyalty and satisfaction. Inefficient use of technology can result in lower guest satisfaction, inefficiencies in service delivery and a loss of competitive advantage. Moreover, it leads to variations in the quality of the services provided might decrease patronage and weaken the brand confidence. In addition, it results in missed income opportunities, higher expenses for service recovery and operational inefficiencies. With the rise of smart hotels, mobile check-ins and customized guest experiences, leading hotel brand like Hyatt must keep up with the latest trend in information technology in order to enhance guest experience. 5 Contd … INTRODUCTION

6. Problem identification Ineffective Use of Technology in Enhancing Guest Experience. STUDENT NO. R2007D11037565

7. STUDENT NO. R2007D11037565 Despite its widespread global reach and stellar reputation, Hyatt has serious operational issues due to its poor use of technology to improve guest experiences, especially for the tech-savvy travelers. The operational error is centered on Hyatt's poor adoption and use of new technology to raise visitor happiness and boost productivity. This operational mistake includes issues with outdated systems, inadequate integration of digital solutions, and suboptimal use of available technological advancements. Moreover, this involves inadequacies in utilizing advanced data analytics and artificial intelligence (AI) to provide seamless and customized visitor experiences. 7 Problem identification

8. Problem identification Causes Outdated Systems Inadequate Integration Resistance to Change Effects Suboptimal Guest Experience Increased Operational Inefficiency Competitive Disadvantage 8 What exactly went wrong? Lack of Strategic Focus Fragmented Implementation Insufficient Training STUDENT NO. R2007D11037565

9. Critical discussion 9 Unconventional approach to resolve the problem STUDENT NO. R2007D11037565

10. Critical discussion In addressing the operational challenge of ineffective use of technology in enhancing guest experience at Hyatt Hotels Corporation, an unconventional approach can be adopted to take advantage of latest IT models in a non-traditional perspective. This approach seeks to innovate in ways that connect technology with the primary goal of raising visitor satisfaction while disrupting existing norms and challenging the conventional knowledge. The proposed unconventional approach includes: Service-Dominant Logic (SDL) Customer Journey Mapping (CJM) Lean Management System (Lean) Employee Training and Engagement 10 STUDENT NO. R2007D11037565

11. Service-Dominant Logic (SDL) 11 SDL emphasizes value co-creation between suppliers and consumers by moving the emphasis from material commodities to intangible service experiences (Vargo & Lusch , 2004). Hyatt can combine all IT solutions into a single, service-oriented framework. This entails using technology to improve guest interaction, personalization and service delivery. Implementation Steps: Unified platform Real-Time Data Analytics Seamless Communication STUDENT NO. R2007D11037565

12. 2. Customer Journey Mapping (CJM) 12 CJM involves visualizing the end-to-end guest experience to identify touchpoints and optimize interactions (Rosenbaum, Otalora , & Ramírez, 2017). Hyatt can use CJM to map out the entire guest journey, identifying opportunities to enhance experiences through the use of technology. Implementation Steps: Journey Mapping Workshops Touchpoint Optimization Personalization strategies STUDENT NO. R2007D11037565

13. 3 . Lean management system (lean) 13 Lean emphasizes rapid experimentation, validated learning, and iterative development ( Ries , 2011). Hyatt can implement agile innovation practices to continuously test and improve technological solutions, ensuring they meet guest needs effectively. Implementation Steps: Minimum Viable Product (MVP) Rapid Prototyping Iterative Feedback Loops STUDENT NO. R2007D11037565

14. 4 . Employee training & engagement 14 Transformative training focuses on equipping employees with the skills and mindset to adapt to new technologies and deliver exceptional service (Mezirow, 2000). Hyatt can implement a comprehensive training program that empowers employees to utilize technology effectively and innovate in their roles. Implementation Steps: Continuous Learning Innovation Workshops Recognition and rewards STUDENT NO. R2007D11037565

15. Conclusion In the current digital age, the hospitality industry heavily relies on technology to enhance guest experiences. Failure to effectively implement and utilize technological solutions can significantly impact customer satisfaction and loyalty. Despite its widespread global reach and stellar reputation, Hyatt has serious operational issues due to its poor use of technology to improve guest experiences. The operational error is centered on Hyatt's poor adoption and use of new technology to raise visitor happiness and boost productivity. This operational mistake includes issues with outdated systems, inadequate integration of digital solutions, and suboptimal use of available technological advancements. In addressing the operational challenge, an unconventional approach can be adopted to take advantage of latest IT models. Following unconventional approach are proposed for Hyatt to rectify the operational mistakes: Service-Dominant Logic (SDL) Customer Journey Mapping (CJM) Lean Management System (Lean) Employee Training and Engagement 15 STUDENT NO. R2007D11037565

16. References Vargo, S. L., & Lusch , R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17. https://doi.org/10.1509/jmkg.68.1.1.24036 Ries , E. (2011). The Lean Startup: How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses. Crown Business. Rosenbaum, M. S., Otalora , M. L., & Ramírez, G. C. (2017). How to create a realistic customer journey map. Business Horizons, 60(1), 143-150. https://doi.org/10.1016/j.bushor.2016.09.010 Mezirow, J. (2000). Learning to think like an adult: Core concepts of transformation theory. In J. Mezirow & Associates (Eds.), Learning as Transformation: Critical Perspectives on a Theory in Progress (pp. 3-33). Jossey-Bass. 16 STUDENT NO. R2007D11037565

17. Thank you Santosh Kumar Giri Student No. R2007D11037565