The Benefit
By addressing the above issues, the hotel chain believes that the customer satisfaction
index could be improved and more repeat business would be secured. Also, if the chain
could become more profitable, then funds could be allocated to the acquisition of more
hotels and thus increase market share.
Through a combination of staff reductions and significant increases in both the hotel
occupancy and utilization of facilities, the costs are expected to be recouped after
approximately 18 months using the new system. The main areas where the benefits are
expected are in:
• Guest administration
• Function administration
• Staff and services management
• Marketing information