A case study of the Oberoi Hotels

 

Introduction

Oberoi Hotels are considered to be among the most significant players in the hospitality industry and this is based on the high quality of services that it provides its customers. A result has been that it has gained a reputation for being among the most capable hotels in the industry when it comes to the provision of differentiated services to its customers (Bharwani, 2011). One of its most prominent stances is that it is essential to make sure that the satisfaction of customers, both current and future, is made a priority. The operational model of the organization is one that promotes the idea that all members of staff learn about the backgrounds of their customers, especially their likes and dislikes. Under such circumstances, it becomes possible for the members of staff to ensure that they provide highly personalized services for their customers and this are in such a way that it enhances the organization’s reputation for great services. Moreover, Oberoi Hotels has proven that it is capable of maintaining its operations because it is financial stable. While this may be the case, there have been instances where some customers have ended up leaving some of the facilities operated by Oberoi feeling unsatisfied.

Problem Statement

The service model that is used in the Oberoi Hotels is highly standardized and this is to such an extent that all employees are expected to follow it strictly. However, despite the actions of employees to make sure that they are able to make the clients under their care as happy as possible, it has brought about a situation where there is an increase in customer expectations concerning the service that they expect to receive. The incident mentioned above, where the customer decided to leave earlier than expected shows that there is need to change the approach towards customers service in order to satisfy growing customer expectations.

Strategy

The main problem that is faced by the management of the hotels is that there is need to ensure that there is the development of a situation where the services provided are able to meet the expectations of its customers. This is because customers are increasingly coming up with different demands that need to be satisfied during succeeding interactions. Therefore, under such circumstances, it is essential to make sure that the current standardized service model is maintained because it is the one that has enhanced the reputation of Oberoi Hotels to the levels that it currently enjoys. It is essential that the company continues with its current model while at the same time seeking to further improve the services so that its customers can continue to enjoy their stay (Sigala, 2005). The values that it has constantly promoted, including seeking to understand the personal interests of its customers and undertaking to make these interests come true through the provision of personal services, will help in maintaining Oberoi’s reputation for being a leader in the industry. Standards need to be made when it comes to the provision of a diversity of services and employees need to follow them strictly in order to make sure that there is the enhancement of customer satisfaction (Whitla, Walters, & Davies, 2007). The insistence on the maintenance of high standards by the management of Oberoi is important and has been responsible for the high quality of services that the company has enjoyed over the years. Therefore, rather than making many dramatic changes, it is essential to make sure that the current system works as effectively as possible through the implementation of improvements aimed at satisfying a diversity of customers.

This option comes with many advantages that need to be considered. Among these is that it will help employees remain constant in their service provision to customers because they will not have to deviate from their current standards. Furthermore, the company will be able to retain a similar level of high quality services that will help in the reduction of instances of failures based on their changing operational models into new territory (Osman, Hemmington, & Bowie, 2009). It is likely that the consistency in the provision of services will help in making sure that the customers continue to enjoy the services being provided to such an extent that in time, it will be possible to increase the number of customers who not only return, but also recommend the hotel to others.

Conclusion

It is essential for Oberoi Hotels to maintain their high standards and quality of services because it ensures that there is the advancement of a situation where customers not only remain satisfied, but are also encouraged to return. The current model is one that has become critical to the development of the reputation of the company, and to abandon it would have the disastrous effect of reducing customer confidence in the quality of services that are provided. It is therefore necessary that there is the establishment of a level of continuity where the current model, rather than being abandoned, is continuously improved to bring about the achievement of customer satisfaction.