Introduction:

The Oberoi Group, with its more than 55 years of experience in the hospitality sector in India, with branches of 31 hotels in six countries. It has set a benchmark in providing world-class service and staying facilities to both its National and International hotel guest, who care more about value than cost. The huge increasein thenumber of tourists (both foreign and domestic) and fierce competition has made it difficult for companies to leave any stone unturned in providing unsurpassable services to the customers.

In this regard, Oberoi Vanyavilas situated in Ranthambhore, India, has encountered a case of dissatisfaction when a guest, who was staying in luxury tent, failed to sleep well at nightdue to the noise of a train passing through the nearby village and is always not happy with the quality of food, he has now decided to vacate the room after two nights in his stay of three night. Although the resort has the facility of earplugs but the ceiling was not soundproof, as tent had a soft canopy ceiling. A letter was sent in this regard to Vikram Oberoi, COO (Chief Operating Officer) of ‘The Oberoi Group’ by the General Manager, Ratna Malhotra regarding this particular issue, whether to refund thefull or partial amount to the guest and how to take initiatives or actions to improve customer quality with eliminating the flaws mentioned in his feedback.

Problem Statement:

Being India’s leading player in Hospitality Industry, The Oberoi Group is facing issues in attaining its mission of not making, even one hotel guest dissatisfied. When the guest decided to vacate the hotel due to food quality and noise of a train passing through the nearby village, which was disturbing his sleep.

Oberoi Hotel Harvard Case Solution & Analysis

Strategy Analysis:

Management of ‘The Oberoi Group’ works on a theory that emphasize the environment, where employees confidently highlights the issues and bring them under the knowledge of the upper management. Vikram Oberoi is of the view that, each and every employee is integral to the company. But management is investing in employee’s training and is putting a lot of efforts by selecting employees carefully and giving them a lot of facilities. In spite of training and facilities provided to employees, problem of issue arising with the customer is still there and the prime objective of the company to provide zero-defect product or service is not meeting its standards.

As Human Relation Theories(Abbott, 2006)(Sarah Brown∗, 2015)(Ömür Hakan Kuzua *, 2013), suggests, workers should be regarded as different from the other resources used by the company, thus if workers are not provided autonomy and are not encouraged to arise issues and rather used as machines then, a company will face difficulty in identifying the minor issues which can create problems in the long run. In addition, Human Resource Management theory (Keith Abbot, 2006) emphasizes that companies encouraging unifying culture, persuasive leadership can resolve major issues. As the theories highlight the importance of employee empowerment in the context of resolving many small issues like the one faced by the company....................

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