O'Hare Inn and Suites: A case of innovative ideas for the hotel improvement.
Author
Kaczmarski, Bartosz Adam
Term
4. term
Education
Publication year
2015
Submitted on
2015-05-20
Pages
56
Abstract
Innovation og forandringsledelse er afgørende i turismen, fordi hoteller skal følge med gæsternes forventninger for at kunne konkurrere. Dette projekt undersøger O’Hare Inn and Suites, et lille budgethotel ved Chicago O’Hare International Airport. Hotellet har oplevet fald i belægningsgrad og indtægter som følge af et negativt online omdømme. Projektets hovedspørgsmål er: Hvad bør hotellet gøre for at øge gæstetilfredshed og belægning? For at forstå den nuværende situation omfattede studiet dybdegående interviews med ejeren og den daglige leder, online research og analyse af salgsrapporter. Data blev struktureret med en SWOT-analyse (styrker, svagheder, muligheder og trusler) for at kortlægge interne og eksterne forhold. En gæsteundersøgelse afdækkede, hvad besøgende værdsætter og forventer. En konkurrentanalyse sammenlignede hotellets faciliteter og services med direkte konkurrenters tilbud. Med udgangspunkt i teorier om innovation, marketing, forandringsledelse og kundetilfredshed præsenteres praktiske anbefalinger. Resultaterne viser, at den negative online omtale er den væsentligste udfordring, og at der mangler flere faciliteter og services, som gæsterne forventer, og som konkurrenter tilbyder. De foreslåede tiltag har til formål at genopbygge omdømmet, tiltrække flere gæster og styrke hotellets konkurrenceevne.
Innovation and change management are essential in tourism because hotels must keep up with guest expectations to stay competitive. This project examines O’Hare Inn and Suites, a small budget hotel near Chicago O’Hare International Airport. The hotel has seen lower occupancy and revenue due to a poor online reputation. The central question is: What should the hotel do to increase guest satisfaction and occupancy? To assess the current situation, the study included in-depth interviews with the owner and general manager, online research, and analysis of sales reports. The data were organized using a SWOT analysis (strengths, weaknesses, opportunities, threats) to map internal and external factors. A guest survey identified what visitors value and expect. A competitor analysis compared the hotel’s facilities and services with those of direct competitors. Drawing on theories of innovation, marketing, change management, and customer satisfaction, the study proposes practical recommendations. The findings show that negative online reputation is the main challenge and that several facilities and services expected by guests are missing but offered by competitors. The proposed actions are intended to help the hotel rebuild its reputation, attract more guests, and compete more effectively.
[This abstract was generated with the help of AI]
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