Reduction of the Vacation Ownership Cancellations in a Hospitality Industry
Núñez Núñez, Michelle
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Quality loyalty is what all enterprise aims to have with every customer. Hotel chains compete to have the best deals for less. In order to make things different from others, new implementations have revolutionized the simple definition of a hospitality industry. The Hotel, in which this report will be based, have implemented, several years ago, a point-based ownership program that have transformed worldwide old fashion hotel chains. This is a program that wants to give families the opportunity to travel the world with a package that is for the rest of their life, from generation to generation. To maintain a continuous service improvement they need to create a method to engage the customer and avoid cancellations, in a way that they receive more for less. Businesses can implement various methods to achieve goals. Recommendations are applied to help reduce cancellations and determine the right path for continuous quality improvements. Lean Six Sigma philosophies are applied to reach perfection through the service process in this hospitality industry. Key Terms - Customers, DMAIC, Financial, Lean.