motel and sheraton essay

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One of the most discovered hospitality service providers is known by the name of SHERATON with an absolute dedication to customer satisfaction is one of the hotel’s key separate factors and why is a rewarded Resort since 2008 with the NSW Australian Hotel association Honours for quality, and here all of us will evidence Sheraton inside the Park inside the heart of Sydney, this five star resort is a great vacation spot as a lodging service provider, in a really smart design and good views above the one the majority of stunning metropolitan areas of the world, friends of the Sheraton can enjoy close by attractions which include Opera home and historic the Dirt area exactly where all purchasing and dinning areas are located and also near by the iconic Harbor Bridge.

Sheraton can be owned by simply Starwood Accommodations and Places chain, every guest notice the innovative designs and advertising procedures that Starwood Resorts and Resorts does, however the most important also to complement all others efforts and that customer is not going to forget may be the people, people who take care of the guest while using smile in the face and with the desire to help, which is applicable in most levels of service, and here Starwood believes that service traditions is not just as to what you do, nevertheless about how do it, and to have this level of service culture Starwood cares about acquaintances much while about guest, that’s why friends can recognize associates delight and pleased with working for this organization, plus the powerful results living this kind of strong support culture delivers benefits not only for guests and acquaintances but can help to maintain corporation goals and objectives.

There is certainly this support culture Sheraton in the Recreation area offers a 557 guests rooms which include 48 fits, Sheraton beside accommodation provider also concentrate in other kind of services that bring even more business for the company and variety can be, and that services are: 5. Business centre; Concierge; Escalator; 24 hour reception; Dry Cleaning; Babysitting; House cleaning; Banquet features; Conference area; Currency Exchange; Multilingual staff; Safe deposit container; News stand; Secretarial support; Porters; Wake up service; Getting together with rooms; Laundry service; Outlets; Computers; Polycopier; Ballroom; Functions room; Audio/visual equipment; Online video conferencing; Full-service catering; Exhibit Space; Luggage Storage; Present Shop; Exhibit check in and check out; sneaker shine. Plus more directed to customer and generally there stay in the hotel be more enjoyable, Sheraton provides them with: * Room service; Restaurant; Disabled get; Bar/Lounge; Air condition; nonsmoking rooms; Mini club; Refrigerator; Satellite tv; In room Films; CD player; Spa/jetted tub; coffee shop; Living room space.

Also to include in it a lot of activities for guest pleasure and help them to preserve a healthy your life Sheraton offer to guests a variety of actions: * Fitness room/Gym, swimming pool; Massage; Natural beauty Centre; Golf course; Sauna; Trips.

Starwood Resorts SWOT


Starwood Hotel includes a strong global presence around the world. Indeed, throughout the financial 12 months 2011, the organization owned and operated 1, 076 hotels (315, three hundred rooms) all over the world. This vast presence in the lodging market is leading to diversified causes of revenue to get the company. By owning and operating hotels worldwide, Starwood company is usually reaching more customers. 2. A strong company image in the luxury accommodations industry is additionally a real strength for the company. Starwood Hotels and Areas is seen as an extravagance and upscale brand in the lodging industry. The company functions 710 upscale hotels across the world ( 248, 500 rooms) including T, Westin, Sheraton and Votre Meridiens brands.

This brand identification helps the company to compete in the extravagance lodging market; clients are attracted by the ambience and quality of service of the trademark. * Starwood Preferred Guest loyalty system is strength of Starwood Hotels Firm. Members on this loyalty plan earn details when staying at Starwood Resorts. The points can then be employed at any properties/ hotel possessed by the business. This commitment program helps the company retaining customers and creates manufacturer loyalty which gives Starwood Hotels a real competitive advantage in the luxury accommodations industry.


* Even though Starwood Accommodations has a strong global presence, the company registered weak performance of the global portfolio. The company owned or operated 565 accommodations in the North American and Photography equipment region and 524 accommodations in European countries, Asia-Pacific, Middle-East, Latin America and Photography equipment region. Thus, 48 percent of the industry’s properties are located outside North America; however , in the financial yr 2011, The united states was 63, 3 percent of the business revenue even though the rest of the universe contributed to just 36, several percent with the revenues. This bad intercontinental performance impacts the budget of the company and contains a negative impact on the growth in the company. Another weakness with the company is definitely its personal debt; in the economic year 2011, Starwood had a long term personal debt of $2, 194 large numbers. This personal debt unable the business to obtain loans in the future.


5. The places to stay industry is growing quickly in emerging market (China, India)


* Competitive lodging sector

2. Political instability in some marketplaces

Key components of the service in Sheraton


Sheraton web site is the central source of getting Sheraton services, facilities chances and reviews from previous customer’s experiences, also firms.


Sheraton Concierge is at your disposal 24 / 7 to assist with information or arrangements, via dinner bookings and entry pass for entertainment or sports tickets to details on neighborhood or regional transport, laundry service, and anything else which you might require Purchase Taking

Reservations are available on the website and mastercard is required, as well by phone or Fax and credit card is required too. Internal you may use the concierge to book your dinners and all activities at assistant desk Hospitality

In front desk starts most relation with customer and customer service, all bookings, visitor check-in and check-out and customer course inside of establishments and to different departments, as well food & beverage division for customer assistance possibly in the motel restaurant or room assistance also full-service catering, area service is usually other food service to get customer 24 hours a day.


Is known as a supplementary services classified since supporting assistance. Safekeeping is a action of looking after the customer’s belongings. Sheraton Sydney is offering safe deposit containers where buyers can set their valuables during their stay. Sheraton Sydney also has a 24-hour valet parking service and self-parking facilities. Car parking facilities are covered.


Are a additional service classified as improving service. Exclusions are the services that is superior to normal solutions. Sheraton Sydney is offering

“special requests services such while: Babysitting services, multilingual personnel, disability available facilities, ramp access to buildings, wheelchair accessible. The three eating places within Sheraton Sydney provide vegetarian and healthy options.


is a supplementary support classified as facilitating support. Sheraton Hotel Sydney billing service comes with: Periodic statements of accounts activity, Bills for individual deals and machine display of amount credited. A periodic statement of account activity is saving any services used by buyers during their stay at Sheraton. For example , when a customer applied “Sheraton Fitness during his stay and had two several hours of personal training, $200 will be added to his periodic transactions of consideration activity. Towards the end of his stay, a buyer can get his periodic statement of account activity where the solutions used are all recorded.

Sheraton Sydney also can use accounts for individual orders. If consumers want to pay just about every services separately, the Resort can produce invoices for individual transactions. One example is if a consumer is going to among the hotel restaurant and ask a person bill, a great invoice will probably be given to him for this transaction only. Throughout the check-out, Sheraton Sydney exhibits the amount because of on a laptop located in the front desk. Consumers can then allow payment simply by credit card or perhaps bank account direct debit and invoices will be printed after requests. A message address is given on Sheraton Sydney Internet site for any concerns or complaints about billing and finance.


is also a facilitating services. Sheraton Sydney accepts different methods of repayment including: hand-to-hand transfers of money, cheques and credit and debit cards. Rooms can also be paid in advance through Sheraton Sydney website devoid of booking service fees. At the end with their stay, every single customer go by the front table and has to check-out, after controlling the secrets, they can spend by money, cheques, credit (1, 5% surcharge about credit card) or debit card.

Target audience and Sheraton

Segmentation is a base for just about any company to succeed in positioning. On the other hand a company should choose every one of the segments as the main goal, the marketing expert will focus on a smaller group according with all the segmentation as well as the description of product or service. This procedure is meant to get called targeting and it is getting a real objective or objective that internet marketer wants to reach. “The same happen with hotels, it is just a highly competitive industry. generally is impossible to operate a hotel directed at satisfying the wants and desires coming from all potential customers.  Says Clark Wendel in the article Resorts Segmenting Approaches (Clark Wendel, Hotels Segmenting Strategies)

Attempting that, hotels are likely to focus on a small portion of clients to become satisfied. That is why the resort industry is becoming segmented over time with different hotels targeting different market segments. Targeting a certain segment of society permits a resort to provide its companies to this particular human population so that almost all customers could be satisfied. in hotel sector can be described four segmentation strategies affirms Wendel in his report Hotel segmenting approaches and those are: luxury, upscale, moderate and budget Luxurious segment strategy

Targeting the luxurious segment with the hotel market can be lucrative, but it is also very difficult. Luxury hotels such as Sheraton focus on a guest’s experience, offering nearly everything that the guest would ever be able to want. Extravagance hotel friends expect to have top service, Michelin star top quality food (the term reference fine eating quality) and posh area. The approach of aimed towards this portion is not only expensive, but difficult because you must maintain an excellent00 level of satisfaction. This strategy can pay off, however , with premium prices. (Clark Wendel, Resorts Segmenting Strategies)

Upscale segment strategy

The strategy of targeting the upscale part of the lodge industry can be expensive and a great deal of efforts, but it much more attainable compared to the luxury portion. Upscale motel guests anticipate excellent service, including concierge services and fine cusine, but you don’t have standards that are quite as high as the luxury market. Still, people in this section are willing to shell out a premium for his or her lodgings and thus profits could be made by asking more than lesser-quality hotels. (Clark Wendel, Accommodations Segmenting Strategies)

Differing that, and following a description given by Starwood Hotels Group to Sheraton; it is a luxury and upscale full-service hotels, places and homes is also the greatest brand (in Starwood hotels group) portion the needs of upscale business and leisure travellers worldwide. The prospective market of Sheraton is definitely both Enjoyment and Business travellers. As Sheraton resorts provide up-scale accommodation and services, the hotels’ place rates are very high. Therefore , budget travellers are not the prospective group of customer for this organization. With their motto “bringing people together, the 5 superstar hotels search for delivering people the experience of have got a vacations bringing a like they be in their house, and for those business tourists bringing the greatest and useful service to allow them to also “relax in their organization trip.

Website and advertising and marketing

Sheraton internet site specializes in rendering information about almost all Sheraton hotels worldwide. Likewise, it specializes in providing on the web hotel booking as well as other on the net services for all Sheraton customers from every part of the world. Sheraton web site is regarded as as a Provider Site because the product with this web site can be Sheraton resorts all over the world. Within word, this site supplies Sheraton hotels to get travellers who have are looking for accommodations under Sheraton brand name worldwide. The holidaymakers can look for facts of every Sheraton property from this web site. We certainly have compare Sheraton web site with Hilton and Novotel’s websites, having in count why these three resorts are between 4 and 5 celebrity hotels and for that reason competitors.

Sheraton Hotel site

Sheraton internet site specializes in providing information about almost all Sheraton accommodations worldwide. Likewise, it specializes in providing online hotel booking as well as other on the net services to all or any Sheraton customers from all of the world. The web site hasn’t been made up of the purpose of generate any benefit from online reservations and bookings, but it is done for the purpose of support their organization worldwide. Customers can search and obtain any information about any Sheraton Hotels and Resorts properties worldwide, also costumers will get information about the other hotels inside the same cycle owned simply by Starwood resorts Group (the information about Sheraton web site, 2000)

comparing Sheraton web site with Novotel’s and Hilton Resorts, we have located that Sheraton gives a rest environment, with brown colours are more mean to express relaxation in a magnificent environment. On the other hand Sheraton’s web page does not deliver an easy access for individuals to know about prices and rooms picture gallery. Costumers like to really know what they are going to acquire exactly, undoubtedly they are ordering best support but also accommodation and comfort and is important to show what the company specifically offers, taking a look at the web site we have found that the quick access to find out prices and rooms in SYDNEY can be harder the other two.

And it is a disadvantage because people is usually tend to just forget about it or simply won’t be considering researching a whole lot for those prices and go to another hotel’s web site that brings better process. The prospective market that Sheraton world wide web ste shows is suggest to be for business travellers and leisure, this inspires that but in a relax way, where persons can go appreciate and have relax even business travellers using their appointment and work, Sheraton internet site shows that they are going to find likewise the best atmosphere and service to make all their experience the greatest too whether or not they are functioning.

Hilton hotels Group web site

Their colors are more likely to motivate luxury and elegance, the shades that they manage are dark mostly and orange and gold. The simple access that Hilton web site brings is fairly nice and speedy, room’s gallery of Hilton Sydney happen to be pretty readily available as well as the rates. It is a very good advantage individuals would like to research more and more, it will eventually probably give to the company chances of certainly not selling the particular booking, nevertheless also an additional service, producing the visit of the costumer even more successful from the first time.

Hilton instead of Sheraton and novotel comments more all their interest in organization travellers in spite of they do as well for amusement, but shows more the environment of having entertaining in their establishments like the club, meet is to do business in their 23 getting together with and seminar rooms and enjoy their Restaurateur Glass Brasserie service, and physiologically a family (with kids) will see that from their targets; however people, couples as well as singles find that pretty interesting.

Novotel’s web site

Novotel’s site mean to become more clean, despite all their brand colors are discolored and green, their web site is built mainly by white-colored, and according with the 4 key aspects of a web site, this really is a really advantage for them, pertaining to costumers look at white color gives a rest for eyes at the same time they are looking, thus people will be navigating longer time. Fast and simple access is provided for Novotel’s web site. With their familiar ambiance this 4. 5 actors hotel tis hotels shows more involvement in attractions such as the museum the darling harbor and aquarium, which delivery more curiosity for those who are traveling for a tourism purpose instead of interest for spas, resorts, clubs or business, nonetheless it manage an enterprise travellers goal as well.

A conclusion

Sheraton hotels culture is based on quality service, employees are proud being part of the business and costumers are pleased to make business with these people. Is a some weakness that most from the profit the company do come from America, as a recommendation they can extend their business more looking at different market segments as China and India can be. Features of the resort (Sheraton within the park) happen to be attractive to people and their cost is not so expensive, as a basic of their positioning, they control both segmentation strategies: extravagance and upscale and their target leisure and business vacationers. As a advice Sheraton’s site should be better, make it easier to find information for consumers and galleries for Sheraton on the park should be proven and easy to look for as well.


Sheraton On The Park ” Recognized Site | starwoodhotels. com. in 27-09-2012

Starwood Hotels & Resorts Around the world, Inc. SWOT Analysis; Jul2012, p1-8, 8p (company report) Accessed in 28-09-2012 “WELCOME TO NOVOTEL SYDNEY ABOUT DARLING HARBOUR available at: Lincoln, Hermione, 2000 “The information about Sheraton web site, available

at Henry Smith on November 24, 2009 “The Several Key Aspects of a Great Internet Design Offered at: “Hilton Sydney resort accommodation and more in the heart of Sydney CBD offered at: Clark simon Wendel, “Hotels Segmenting Strategies available at:


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