Oberoi Hotels: Train Whistle in the Tiger Reserve The case solution
Primary Drivers
The main factor which the company should consider first is to win the customer again because it is easy to get a new customer but it is much hard to recapture the lost customer, and because he is the one who has faced the issue and if he rates the hotel low, this would have an impact over the hotel’s reputation. The customer should be contacted for further details and immediate resolution.
eMpower
eMpower is the initiative taken by Oberoi group’s HR which allows the employees to take steps that makes customers more happy. The concept of this idea was generated when a lady during her check-in ordered a sparkling glass of wine along with a welcome e drink. The staff could not provide her the wine without the manager’s consent. Now even the manager could not make any decision and asked the staff to consult with the food and beverages manager and the customerhad to wait for forty-five minutes until the manager took the call and after his approval; the staff provideda glass of wine to the lady.
This process took a long time and it created a bad image of a hotel, so after this incident; the general manager introduced this approach that employees can use up to $25 to delight their customers. After that, all the employees logged in the ideas. Employees gave many unique ideas to attract and delight the customers, there were about 30,000 methods used by employees for eMpower. The company got many ideas and were lodged in daily experience for customers.
This initiative helped the management in some way but on the other hand, this approach also turned out to be expensive for the hotel as the customers’ expectations can further increase and to meet the expectations; the hotel might need to increase the prices or reduce their profit margin.Because there is always a cost of everything and the management can’talways meet the customers extra expectations. (mehta, 2019)See Appendix B
Customer Relationship Strategy
Oberoi hotels should provide best experience to its customers. Oberoi is one of the biggest hotel groups in India, so to further expand; various needs of the customers should be catered with an efficiency in the service provision. Most of the people staying in Oberoi are businessman,sports team, celebrities and leisure visitors. So the hotel should provide every service that is required by such guests. There should be a separate meeting room so the businessman could arrange meetings, and there should also be conference halls in order to arrange big corporate conferences.
Furthermore, the hotel should introduce packages for these halls and meeting rooms. The hotel should have separate staff for the management of conference rooms and meeting rooms. Staff should be different for different categories of visitors, such as: for celebrities; the hotel should have one dedicated team and same goes for businessman and sports personalities, so the staffwould have a better idea regarding how they can serve efficiently to their allocated guests segment. This is how the company can provide service with efficiency to every group with various needs.................
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