Today, Escargo Hotel faces a number of problems, which reveals the poor performance of the hotel and substantial obstacles on the further development of the hotel. In this regard, Escargo hotel has a number of needs to improve its marketing performance and to introduce changes which can bring the positive company-customer relationships and to enhance the performance of the company through the higher customer satisfaction and loyalty. In actuality, Escargo hotel has a considerable potential but the hotel has to introduce changes in its services and relations with customers to improve its marketing performance and to realize the full potential of the hotel.
First of all, it is important to take into consideration the hotel needs, which can affect the marketing performance of the hotel consistently. To put it more precisely, the hotel needs to improve its marketing performance because, at the moment, the hotel has slowed down its business development, while its revenues growth has slowed down too. In such a situation, the hotel needs to introduce considerable changes and improvements that can enhance the position of the company in the market.
Furthermore, the introduction of the new system of check in and check out is needed. Obviously, at the moment, the check in and out service of the hotel is inefficient that naturally contributes to the deterioration of the marketing performance of the hotel because the hotel has to improve its marketing performance consistently. In this regard, the need of the improvement of check in and out system is essential for the development of effective customer service. In such a way, the company should develop effective check in and out system which improves the company-customer relationships and marketing performance of the company. Basically, the marketing performance of the company is essential for the successful business development of the company and the need of changes is obvious.
Furthermore, the increase of the customer satisfaction is another need of the company. The company is very concerned about the customer satisfaction because the customer satisfaction often defines the marketing position of the company and its competitive position in the market. In this regard, the need to increase the customer satisfaction is obvious and this need derives from other needs of the company because they failure of the company to meet other needs raises the problem of the low customer satisfaction and, today, the company needs to increase the customer satisfaction substantially.
In this regard, it is possible to distinguish several areas of improvement. First of all, the company should focus on the customer service can be improved through the improvement of the check in and out system, which may take up to 10 minutes. Obviously, today, 10 minutes is a long time for customers to wait. Naturally, customers grow dissatisfied when they have to wait for a long time. They are just wasting their time on check in and out service. At the same time, it is important to place emphasis on the fact that the check in and out service depends on employees, who provide this service. Some employees can spend three-four minutes on the check in and out service, while other employees spend up to ten minutes for the same service. Therefore, the qualification of employees is very important for the provision of check in and out services because the qualification of employees may affect the quality of services provided for customers.