What methods are available to the Four Seasons Hotel to ensure customer loyalty?
Course Title: Independent research study
Faculty: Mr. Sleeman
Assessment Title:
What methods are available to the Four Seasons Hotel to ensure customer loyalty?
Due Date: Word Count: 4129
Due Time: 16:00
Statement of Authorship
‘I certify that this assignment is my own work and contains no material which has been accepted for the award of any degree or diploma in any institute, college or university. Moreover, to the best of my knowledge and belief, it contains no material previously published or written by another person, except where due reference is made in the text of the assignment.
I also understand that under no circumstances should any part of this assignment be published, including on the internet, or publicity displayed without receiving written permission from the school.’
Signature: __________________ Date: _____________
FOR OFFICE USE ONLY (reception date stamp here)
To be completed by reception staff for all submissions received after the deadline
Time Received: Signature:
Table of Contents
I. Client Brief…………………………………………………………………………….
II. Background…………………………………………………………………………..
III. Aims and Objectives…………………………………………………………………
IV. Research Design………………………………………………………………………
V. Data Presentation and Data Analysis………………………………………………… 4.1 Background…………………………………………………………………… 4.2 The consumer profile…………………………………………………………. 4.3 Costs and consumer satisfaction………………………………………………
VI. Conclusion and recommendations……………………………………………………..
VII. References……………………………………………………………………………..
List of Figures
Figure 1 – Tourism Forecast to 2010……………………………………………………
I. Client Brief
The Four Seasons Hotel currently provides upscale services to the consumer demographic which maintains higher disposable income levels. This posh consumer looks toward the Four Seasons,
Faculty: Mr. Sleeman
Assessment Title:
What methods are available to the Four Seasons Hotel to ensure customer loyalty?
Due Date: Word Count: 4129
Due Time: 16:00
Statement of Authorship
‘I certify that this assignment is my own work and contains no material which has been accepted for the award of any degree or diploma in any institute, college or university. Moreover, to the best of my knowledge and belief, it contains no material previously published or written by another person, except where due reference is made in the text of the assignment.
I also understand that under no circumstances should any part of this assignment be published, including on the internet, or publicity displayed without receiving written permission from the school.’
Signature: __________________ Date: _____________
FOR OFFICE USE ONLY (reception date stamp here)
To be completed by reception staff for all submissions received after the deadline
Time Received: Signature:
Table of Contents
I. Client Brief…………………………………………………………………………….
II. Background…………………………………………………………………………..
III. Aims and Objectives…………………………………………………………………
IV. Research Design………………………………………………………………………
V. Data Presentation and Data Analysis………………………………………………… 4.1 Background…………………………………………………………………… 4.2 The consumer profile…………………………………………………………. 4.3 Costs and consumer satisfaction………………………………………………
VI. Conclusion and recommendations……………………………………………………..
VII. References……………………………………………………………………………..
List of Figures
Figure 1 – Tourism Forecast to 2010……………………………………………………
I. Client Brief
The Four Seasons Hotel currently provides upscale services to the consumer demographic which maintains higher disposable income levels. This posh consumer looks toward the Four Seasons,
References: Back, L. and Kim, J. (2009). Family restaurant brand personality and its impact on customer’s emotion, satisfaction, and brand loyalty. Accessed 1 Oct 2009 from http://jht.sagepub.com/cgi/content/abstract/33/3/305. Barskey, J. and Nash, L. (2007). Staff problems can ruin guest loyalty. Hotel and Motel Management, London. 14(3), pp.267-280. Barsky, J. and Nash, L. (2006). Low-tech services and products help drive guest loyalty. Hotel and Motel Management, Duluth. 221(17), pp.8-10. Accessed 29 Sept 2009 from www.proquest.com. Blitz, Roger Browning, Carlos R. (2008). Red Lion Updates Loyalty Scheme. Lodging Hospitality, Cleveland. 64(7), p.12. Accessed 30 Sept 2009 from www.proquest.com. Cavallari, Renie Chipkin, Harvey. (2006). Attracting longer-term guests a priority for owners. Hotel and Motel Management, Duluth. 221(18), pp.38-40. Accessed 1 Oct 2009 from www.proquest.com. Chipkin, Harvey Gunter, Heather. (2008). Best Western sets spending strategy. Hotel and Motel Management, Duluth. 223(21), p.4. Accessed 29 Sept 2009 from www.proquest.com. Gunter, Heather Higgins, Stacey M. (2007). Superior service stands out in hotel brand crowd. Hotel and Motel Management, Duluth. 222(6), p.42. Hospitalitynet.org. (2009). 2009 Industry outlook: tourism, hospitality & leisure. Accessed 27 Sept 2009 from http://www.hospitalitynet.org/news/4039854.search?query=%22brand+loyalty%22+hospitality+pdf. Humby, C., Hunt, T. and Phillips, T. (2004). Scoring Points: How Tesco is Winning Customer Loyalty. Kogan Page. Jiang, W., Dev, C Johns, N. and Gyimothy, S. (2008). Assessing the brand position of Danish kros. Journal of Vacation Marketing, London. 14(3), pp.267-281. Mattila, Anna S. (2006). How Affective Commitment Boosts Guest Loyalty (and Promotes Frequent-Guest Programs). Cornell Hotel and Restaurant Administration Quarterly, Ithaca. 47(2), pp.174-183. McMullen, Shannon. (2006). Online concierge services help build loyalty. Hotel and Motel Management, Duluth. 221(14), pp.22-24. Accessed 28 Sept 2009 from www.proquest.com. Metelski, Julie. (2007). Handle problems swiftly to minimize damage. Hotel and Motel Management, Duluth. 222(19), pp.19-39. Accessed 27 Sept 2009 from www.proquest.com Pence, Amber Ricca, Stephanie. (2009). Loyalty and dollars drive marketing ROI. Hotel and Motel Management, Duluth. 224(9), p.19. Accessed 1 Oct 2009 from www.proquest.com. Schueler, Jeff Shugan, Steven M. (2005). Brand Loyalty Programs: Are they Shams? Marketing Science. 24(2), pp.185-193. Tepeci, Mustafa Technomic.com. (2009). US Foodservice Industry Forecast. Accessed 2 Oct 2009 from http://www.technomic.com/facts/forecast.html Thornton, James VanZanten, Jinny. (2008). Guests want reward options. Hotel and Motel Management, Duluth. 223(8), p.4. Accessed 28 Sept 2009 from www.proquest.com Yanovitch, Teri Ying, Kim A. (2009). Wyndham Hotel Group; Wyndham Rewards Finds 1-in-5 Couldn’t Vacation without Travel Loyalty Points. Marketing Business Weekly, Atlanta. 19 Jul 2009, p.359. Accessed 29 Sept 2009 from www.proquest.com.