1. General data of the institution
- Name: Park Hyatt Buenos Aires Business Name: Hotel Corporation of Argentina SADelectric address: Posadas 1086 Place: Capital Federal Telephone: (5411) 4321-1234 Headquarters Address: Chicago. United States Hotel Category: Five Stars Number of Rooms: 158 deluxe rooms (80 are Park King, 17 Park Twin, 18 Library King and 21 are Studio Suites and 20 Executive Suites, one Park Suite and one room for disabled people located on the 12th floor °) Target audience: Targets business men or women who hold a high position in large companies with an average age of 40 - 45 years Average stay: 2 or 3 nights Average cost: $ 1100 Number of Employees: 230 employees (there are 1.4 employees per guest)
Hyatt Corporation is a relatively young company, but its history has been rapid in terms of growth and expansion. In just thirty-five years it has become one of the world's leading hotel chains.
In 1957, Jay Pritzker, its founder, warned of the growing importance of hotels on a short business trip to Los Angeles. There he stayed in a hotel that belonged to Hyatt Von Dehn, a Californian investor. Impressed with the quality of the establishment, Pritzker bought him the hotel and the Hyatt name on the same trip. That was the birth of the Hyatt Corporation.
In the subsequent twelve years the company grew rapidly, first with hotels located near airports and then in city centers. Hyatt hotels' innovative reputation dates back to 1966 when the construction of the Hyatt Regency Atlanta was completed, the design of which made a huge impact because of its vast difference from existing hotels.
In 1969 the company became international with the opening of the Hyatt Regency Hong Kong. Subsequently, hotels were built in Manila, Acapulco and Singapore, among others, all of them framed within the Hyatt International Hotels chain, a division that managed establishments located outside the United States.
Although Hyatt Hotels Corporation and Hyatt International Corporation are separate companies with their respective presidents and philosophies, there are many things they work together on: marketing programs and reservation systems, among others.
Hyatt International has its central base in Chicago (United States), it has hotels around the world, with excellent locations and it continues to increase its number constantly; Under the leadership of Bernard Chorengel, its president, it has grown to become one of the world's leading hotel chains.
One of the company's success factors has been to use local art and decoration in the design of its hotels, reflecting the lifestyle, the country's heritage, and emphasizing native products and local food.
Each Hyatt International hotel is designed exclusively for the place where it is built, complementing the environment. Different sites require different styles of hotels. The most numerous are the Hyatt Regency, generally located in major cities in the world.
The hotels of this company can differ in terms of size:
- Grand Hyatt hotels: are larger than Regency hotels and are built only in large capitals. Park Hyatt Hotels: are smaller in concept, designed to provide a very special and personal style of service. Hyatt Resorts: are special for the vacation season; These hotels are located in summer or winter recreation centers and offer guests multiple alternatives for entertainment and recreation.
The future for Hyatt International looks good, with the construction of hotels in several countries, the constant customization of a service, the permanent updating of its technology and the design of its hotels around the world.
There are 172 Hyatt hotels around the world. Hyatt International, through its subsidiaries, operates 51 hotels and 16 resorts in 33 countries and others under construction.
Hyatt Hotels Corporation, as a separate company, operates 104 hotels and resorts in the United States, Canada, and the Caribbean.
On April 1, 1992 Park Hyatt Buenos Aires opened its doors. This is the most elegant five-star hotel in the city, managed by Hyatt International Corporation. The investment was 55 million dollars. It is the first Park of the Hyatt chain in South America and the ninth in the world.
The name Park alludes to a different concept. The Park Hyatt are characterized by being small and very luxurious hotels, of a high architectural level and magnificent design. The guests of these hotels enjoy a highly personalized service that exceeds the expectations of even the most demanding.
Location
Park Hyatt Buenos Aires is located on Calle Posadas 1086. It is located in the center of the exclusive Recoleta neighborhood, one of the areas of greatest architectural refinement in the city. Close to the downtown, exclusive shopping areas and the internationally renowned Teatro Colón.
It is 36 km from Ezeiza international airport, 12 km from Jorge Newbery airport, 2 km from the port and 1 km from the Retiro terminal.
Points of interest
In the vicinity of the hotel you can find a variety of pubs, cinema complexes, shopping malls, cultural centers such as: Recoleta Cultural Center, Fragata Sarmiento Museum, Museum of the City of Buenos Aires, Borges Cultural Center, and near there Corrientes Avenue is located where one can choose from a wide variety of shows both in cinema and theater.
2. Rate strategy
Hyatt Buenos Aires has the following counter rates:
- Park Guest $ 270 + IVARegency Club $ 330 + IVAStudio Suite $ 365 + VAT Executive Suite $ 415 + VAT
These rates correspond to one night's accommodation and all of them with access to the Olympus club.
If you want to add an extra bed, an additional $ 45 + VAT is charged per night.
The Mansion has the following rooms:
- One Presidential Suite (price on request) Two Ambassador Suites ($ 1,250) One Diplomatic Suite ($ 950) Two Diplomatic Studio ($ 750) One Mansion Suite (price on request)
Payment method:
- Deposit of one night of accommodation for the total number of rooms at the time of confirmation of the reservation. The balance must be received thirty days before the arrival of the group.
Promotional rates:
Hyatt Buenos Aires is currently offering the following promotional packages:
- Hyatt great deal: from June 1 to August 31 there is a 50% discount on the counter rate. By staying on these dates, the client has the opportunity to add point bonuses or mileage bonuses for the Gold Passport that Hyatt offers for its regular guests. For each stay you earn 3,000 (bonus miles) or 5,000 (bonus points) exceeding the three nights of stay you earn 15,000 (free flights) or 25,000 (free nights) respectively. Getway weekend Rate: from July 21 to 23. It consists of a standard room per night for $ 280 or less.
3. Product strategy
Internal audiences relate to external audiences through the service. To achieve a quality service, the internal public must be motivated, as that is what is reflected in the relationship with the guest.
The total quality to which we refer is the quality of the service. The Hyatt service reaches the guest and the customer daily through internal audiences (maids, receptionists, waiters, bellboys, etc.).
Hyatt knows that these will be the image of the HYATT SERVICE that external audiences receive, therefore, the internal public is trained to provide the best and most outstanding service.
Those who wish to work at Park Hyatt are given a job description that includes all the rules and regulations (based on the * Hyatt philosophy of customer service) that those who will be employees of this company must abide by.
Each Hyatt hotel has its own job description, but they all meet the standards set by Hyatt International Corporation.
For our part, the group considers that in order to achieve the highest efficiency of internal audiences and thus obtain the best quality of service, it is essential that they work in a relaxed, comfortable environment where there is a relaxed climate, work with good humor and wages are fair. We also know that all this may seem very utopian but nevertheless we believe that it is the only way that the service that reaches the external public truly becomes a competitive advantage for the company.
Although the internal publics within Hyatt Bs. As. Are in charge of each management, the PR manager constantly visits the facilities to ensure that each one is fulfilling their functions correctly and to check their presence (conditions in which they are found). uniform, hair, etc.).
The objective of this is first, in case of having witnessed a failure in an employee, which is significant for not complying with the philosophy that the hotel requires, the PR manager will communicate it to the respective manager.
On the other hand, the fact that the PR manager walks through the hotel means that internal audiences are not inhibited by its presence and have enough confidence to dialogue with it, and thus, the internal public finds a Informal and relaxed way to make your complaints or proposals and the hotel to know in what situation is said public regarding the company.
This communication is reflected in the service with external audiences, which is through which they relate mainly to internal audiences.
Finally, we would like to add a concept that seems transcendental when it comes to talking about service. The way in which the internal public is related to the external one is through the service, as we have mentioned. However, we would like to add that said service is included within a visionary philosophy:
Vision: Park Hyatt Bs. As is a "visionary" company. The answering machines in each room and the theme parties, as mentioned above, add to the idea of "gift certificates" and correspond to the visionary philosophy of the company. Park Hyatt says that they may not be the only ones, but they are the first in many things that are mostly related to service and that is why this is their point of union between both audiences.
Service or product policy:
- Fast and efficient reservations A friendly and warm welcome Consistency in recognition Clean and comfortable rooms Personalized attention Efficient communications Specialized services for guests Exceptional restaurants and bars Special, memorable and creative events Hyatt Park staff Buenos Aires Services of concierge for transportation, travel and free time requirements.Luggage deposit for traveling guests. 24 hour management assistance. Remis service to and from the airport. Valet parking service available. Laundry and cleaning service. Safe in all rooms. Local Internet connection. Multilingual staff. credit cards. 24 hour security.Fire detection system and high-tech sprinklers. 24-hour room service.
Health and exercise at the Olympus Club:
On the first floor of Park Hyatt Buenos Aires is the Club Olimpus, in an exclusive gym, with state-of-the-art equipment where professional sports and body care experts are at the service of members and guests.
Among others, at Club Olimpus you can enjoy the following amenities:
- Massages and sauna. Facial treatment. Solarium. Manicure. First-class computerized equipment. Box and tango classes.
Members can enjoy an exquisite variety of natural dishes and drinks at the juice bar.
Club Olimpus is not only characterized by its outstanding professional attention, but by the integration of its members through frequent social activities organized inside and outside its facilities.
Attention to executives at Park Hyatt Buenos Aires:
To provide comfort to the executive traveler, the hotel rooms and suites have two telephone lines, an answering machine that registers internal and external calls, excellent Xerox equipment that provides a personal photocopier, personal computer, fax and laser printer. Also the rooms have color TV and double stereo cassette player with radio.
For guests who wish, excursions are made inland, field days, secretary service, city tours and other requirements that can be organized promptly by the hotel.
The hotel has a very meticulous guest recognition system, the product of careful observation by employees and the corporate philosophy that emphasizes personalized attention.
Business Center: Provides business travelers with secretarial services such as:
- Fax Translations Private Mail Photocopies Prints Cell Phone Rentals Office Equipment Rentals
Parking: it has two levels located in the 1st and 2nd basement of the tower. It is concessioned to an external company.
Events at the highest level at Park Hyatt Buenos Aires:
The hotel has 6 lounges in the tower and 5 in La Mansión. All of them destined for corporate and / or social events.
Lounges in the tower:
- Grand Salon (capacity for 350 people) Petit Salon (capacity for 370 people) Drawing Romm (capacity for 350 people) Board Romm (capacity for 320 people) Excecutives Room (capacity for 320 people) Directors Rooms (capacity for 315 people)
All of them are decorated, each in its own style and allow to organize from a conference of 500 people to a dinner for 20 guests.
Halls in the Mansion:
- The Lounge (capacity for approximately 70 people) The Bar (capacity for 30 people) Oak Room (capacity for 50 people) Green Room (capacity for 40 people) Billiards (capacity for 15 people)
The Food and Beverage department produces a variety of menus and cocktails for dinners, weddings, parties, business lunches, coffee breaks, etc.
Park Hyatt Buenos Aires competitive advantage
Park Hyatt's competitive advantage is based on the philosophy of customer service, consisting of a series of special and distinguished services that differentiate it from other hotels and make it exclusive.
These services are:
Smart building: there are a series of elements that define exactly the difference between a conventional and a last-generation building; the latter could be considered:
- Independent: ability to continue operating normally in the absence of electricity supply. Smart: it has systems that can make decisions in specific situations (switching the lighting system on and off, programming the operation of the air conditioning, etc.). Insurance: its level of protection complies with the most demanding international standards (fire detection systems, fire extinguishing systems and evacuation central). Comfortable: manages to combine a harmonious construction project with an excellent environmental and economic balance.
The Spa Lounge: offers comfort to those guests who, for any reason, do not want or have the pre - lock of their room available. It has all the details of comfort for those who want a place to relax and simply rest.
La Mansion: it is located in one of the most exclusive areas of the city, built in 1913 and 1916. It is one of the most traditional large houses in the city, of great splendor and rich architecture. The dining room, characterized by its elegance and luxury, is visited by businessmen, ladies and hotel guests, who come to experience the excellence of its cuisine. It offers its clients the possibility of organizing special lunches, breakfasts and banquets. The bar, a refined atmosphere, is the ideal place for a pre-dinner drink.
Boutique of exclusive events: offers those who carry out their social gatherings or business events within the hotel, all the complementary aspects involved in the organization of the event. As a novelty, the Boutique proposes the organization of theme parties, which consists of events characterized by a specific theme, for example, tropical party, golden night, Venezuelan carnival, etc.
Special gifts: consists of special attention that the hotel grants to some of its clients in recognition of their special abilities. For this, the hotel has a French chef who prepares chocolate delicacies with shapes allegorical to the characteristics of the guest.
Library Floor: It is a cozy seating area for guests staying on the 7th and 8th floors and in all hotel suites. In this living room you can enjoy a free breakfast and cocktail, as well as an afternoon tea, coffee and pastry service. They also have a concierge for their exclusive attention, all rooms on these floors are equipped with fax, TV in the bathroom and bar cart.
Product distribution channels
Park Hyatt Buenos Aires has agreements with tourism agencies and does not have its own agency.
Positioning
According to market share:
| HOTEL | % OF MARKET PARTICIPATION |
| Sheraton | 33.45% |
| Alvear | 12.97% |
| Square | 12.90% |
| Hyatt | 12.39% |
| Liberator | 10.71% |
| Caesar | 9.81% |
| Claridge | 7.75% |
Source "The hotel market of Bs. As" from the consultancy Arrigoni and Asoc.
According to the image in the minds of the public:
The guideline for this survey was to ask 100 people from the upper / middle class to name the three best hotels in Buenos Aires. The following data could be obtained from it:
Out of a total of 100 surveys, the Hyatt was named in 100% of the cases.
- 40% Park Hyatt was named first, another 40% named Sheraton Hotel first, 15% named Alvear first, the remaining 5% named other hotels first.
Park Hyatt is positioned in the consumer's mind as the most exclusive and expensive five-star luxury hotel than the rest. (According to data provided by the consultancy Arrigoni and Asoc.).
Competition
Today, Park Hyatt competes with a number of hotels that match it in prestige.
However, Hyatt is characterized for having been one of the first five-star international chains established in the country. The analysis of competition should be divided into two large groups: hotels belonging to international chains and highly prestigious national ones.
| HOTEL | FEATURES |
| Sheraton Hotel |
|
| Intercontinental |
|
| Caesar Park |
|
| Alvear Hotel |
|
| Marriot Plaza |
|
Until Park Hyatt's arrival in the country, the Sheraton hotel had the image of the number one hotel in Argentina. In 1992, Park Hyatt broke with this situation, giving rise to what would soon be the development of the Argentine market in top quality hotel chains. This means that, on the one hand, Park Hyatt had to face the positioning of the Sheraton and the prestige of traditional hotels such as the Alvear Hotel upon arrival. Today, the situation is even more difficult given the development of the business in the country. The Sheraton hotel faced this situation focusing more on its conference service (conference rooms), than on the simple guest. The Alvear hotel, on the other hand, exploits its "traditional" prestige and its unusual size, is more exclusive (even its number of rooms is smaller than the Park Hyatt).Its rooms serve different purposes than those of the Sheraton, being more luxurious, not suitable for large conventions but for high-level private parties / meetings. In this way, these two hotels managed to differentiate themselves from Park Hyatt and retain their customer portfolio (different in all three cases). With this we want to express that, while the Sheraton is «more massive» and seeks to attract clients through the development of conventions (guests are mostly participants in events that take place in the same hotel) and the Alvear is «more exclusive ”, aims at a more select, luxurious and conservative public; Park Hyatt and the rest of the hotels (Marriot Plaza, Intercontinental and Caesar Park) do not have such marked characteristics.Not suitable for large conventions but for high level private parties / gatherings. In this way, these two hotels managed to differentiate themselves from Park Hyatt and retain their customer portfolio (different in all three cases). With this we want to express that, while the Sheraton is «more massive» and seeks to attract clients through the development of conventions (guests are mostly participants in events that take place in the same hotel) and the Alvear is «more exclusive ”, aims at a more select, luxurious and conservative public; Park Hyatt and the rest of the hotels (Marriot Plaza, Intercontinental and Caesar Park) do not have such marked characteristics.Not suitable for large conventions but for high level private parties / gatherings. In this way, these two hotels managed to differentiate themselves from Park Hyatt and retain their customer portfolio (different in all three cases). With this we want to express that, while the Sheraton is «more massive» and seeks to attract clients through the development of conventions (guests are mostly participants in events that take place in the same hotel) and the Alvear is «more exclusive ”, aims at a more select, luxurious and conservative public; Park Hyatt and the rest of the hotels (Marriot Plaza, Intercontinental and Caesar Park) do not have such marked characteristics.These two hotels managed to differentiate themselves from Park Hyatt and retain their client portfolio (different in all three cases). With this we want to express that, while the Sheraton is «more massive» and seeks to attract clients through the development of conventions (guests are mostly participants in events that take place in the same hotel) and the Alvear is «more exclusive ”, aims at a more select, luxurious and conservative public; Park Hyatt and the rest of the hotels (Marriot Plaza, Intercontinental and Caesar Park) do not have such marked characteristics.These two hotels managed to differentiate themselves from Park Hyatt and retain their client portfolio (different in all three cases). With this we want to express that, while the Sheraton is «more massive» and seeks to attract clients through the development of conventions (guests are mostly participants in events that take place in the same hotel) and the Alvear is «more exclusive ”, aims at a more select, luxurious and conservative public; Park Hyatt and the rest of the hotels (Marriot Plaza, Intercontinental and Caesar Park) do not have such marked characteristics.while the Sheraton is "more massive" and seeks to attract customers through the development of conventions (guests are mostly participants in events that take place in the same hotel) and the Alvear is "more exclusive", points to a more select, luxurious and conservative public; Park Hyatt and the rest of the hotels (Marriot Plaza, Intercontinental and Caesar Park) do not have such marked characteristics.while the Sheraton is "more massive" and seeks to attract customers through the development of conventions (guests are mostly participants in events that take place in the same hotel) and the Alvear is "more exclusive", points to a more select, luxurious and conservative public; Park Hyatt and the rest of the hotels (Marriot Plaza, Intercontinental and Caesar Park) do not have such marked characteristics.
4. Advertising strategy
External communication tools used by Park Hyatt
The media currently used by Park Hyatt are:
- Graphic media: magazines specialized in tourism such as Places, Argentina Traveler, etc; specialized magazines in hospitality such as Hotel News, Hospitality and Tourism and Hotel Managment and other magazines such as Business, Market, Opening, America Economy and Economic Press. Inserts of Visa and American Express credit cards. Cyber media: hotel website that details all services, reservations and rates. Hyatt works with a database of its target companies, to which mailings are sent, communicating the hotel's executive services and promotions.
Advertising budget:
Park Hyatt invests approximately $ 124,800 annually in graphic advertising.
Target audiences
Clients for Park Hyatt are divided into two large groups:
- Daily customer: is one who is not staying at the hotel but who uses its peripheral services such as the gym, restaurant, etc. They are executives belonging to companies that have business relationships with Park Hyatt. Guest client: is the one who is staying at the hotel. They are generally executive men between 30 - 60 years of age. At the same time, this client is divided into national (20%) and international (80%).
Customers are perhaps the most important audience for Park Hyatt. They belong to a non-tourist executive target. The tourist client represents only 10% of the total number of Hyatt guests. Customers who are famous personalities do not have any pre-established contracts, they are one more customer for Park Hyatt. However, these personalities serve as advertising for the hotel.
Park Hyatt has a "top companies" list; These are the top thirty companies, followed by the top fifty companies, and so on.
The customer at Hyatt is "served on a gold platter." The customer recognition programs that are implemented make Hyatt service a differential one.
5. Staff strategy
Selection of personnel: the policy of the Human Resources department is to select the best possible personnel for the hotel and to promote said personnel within the hotel and the company.
When a vacancy occurs, priority will be given to interested and qualified internal candidates to assume greater responsibilities, before selecting external personnel. Decisions for staff promotion will be based on the employee's training, experience, previous job performance, attendance records, attitude, and demonstrated interest.
The area manager and the general manager of Human Resources are the ones who carry out this task.
Recruitment: the establishment does not usually work with consultants. The most widely used sources of recruitment are:
- The spontaneous presentation. (Approximately 10 resumes arrive per day) Database made by the same company. Classified notices.
The Human Resources Manager, after obtaining a sample of possible candidates, conducts an interview where, in addition to asking questions, different knowledge tests are carried out.
Before the future employee joins the company, blood, urine, electrocardiogram, vision, Mantoux reaction, pregnancy, X-ray, HIV and audiometric tests are carried out and background checks are carried out by the establishment itself.
People who will become part of the organization must have an excellent knowledge of the language, mainly English, a good command of PC, a vocation for service and, according to the position, a second or third level training.
Induction: It lasts for a day where the employee becomes familiar with the company and its specific job. It is carried out by the area manager corresponding to the job position where the new employee will be developed. Depending on the position, a manual is given detailing all the functions that are relevant to the work to be performed.
As an example we can cite:
- Housekeeping Area: Dismantle out-of-service rooms, keep out-of-service rooms, maintain curtains, place and make extra beds and cribs, assemble and distribute wedding arrangements, mattress rotation, shoe shine and delivery, delivery of irons and transformers or any other element that the guest may use, cleaning bathrooms, etc. Room Service area: bringing food and drinks to guests, tour of pantries (frigobar), change and replacement of linen, breakdown of used cars and trays, Dirty removal of service in the room, uncorking of bottles of wine and champagne, etc. Bar area: surveying the mini-bars, passing the requisition to the computer, checking the requisition, replacing the products in the mini-bars, etc.
Training: the establishment has a training area within the Human Resources department where all employees are informed about the hotel's policies and regulations manual, which are general and specific in each department.
Hyatt Buenos Aires maintains that training is the basis for good service, so the company developed a series of modules called "TRAINING FOR YOUR FUTURE" that includes the following topics:
- Telephone etiquetteInterview skillsInstructor trainingSocial skillsComplaint handlingNon-financial financeSelling skills Hyatt hygienically Exceeding guest expectationsCommunication skillsIntegrated marketing and communicationsPeople, productivity and achievementsSelling skills
The company's objective is to establish the highest levels of customer service and maintains that it can only be achieved by prioritizing the development of staff training.
Performance evaluation: annual performance evaluations are carried out. They are in charge of the Managers or Supervisors and are carried out face to face with the employee. The purpose is to give an enriching feedback or comment on the employee's performance, and if necessary provide them with the weapons to improve said performance. Some of the points to evaluate are:
- Knowledge.Punctuality.Presentism.Relationship with guests.Personal presentation.
In addition, you are given the opportunity for the employee to comment and let them know what their job goals are.
Payment of wages: wages are paid monthly on the last business day of the month. In the trial period (first three months of work) the payment is according to the contract date.
Overtime will be paid if approved in advance by the hotel's General Director.
Presenteeism: When an employee misses work or is late for any reason, they must notify their supervisor immediately in person or by third parties, at least two hours before scheduled work hours.
In the event that you cannot communicate with your supervisor, you must call the Guard Manager or the telephone operator and leave a message with the following details: name, work area, date and time when you should report to work, the reason for absence, date to be presented and telephone number in which you can be contacted.
When there are reasons of force majeure, the request for a medical examination by telegram is accepted.
Requests for temporary absence to carry out possible treatments must be submitted to the Human Resources office 48 hours in advance.
The hotel only recognizes sickness with pay, when the absence is verified by the establishment's doctors.
Lunch breaks: must be done according to what is established by their supervisors.
Employees have the option of using the employee dining room or leaving during meal times. In this case, they must sign in and out.
Nursing: the hotel has a nursing service from 8 am to 10 pm every day.
Outside these hours the Guard Manager or Night Manager may request, as necessary, a doctor or the emergency service.
Resignation: in case of resignation, the employee must inform the Human Resources department, with one month of prior notice.
Penalties: Severe penalties are taken for: using guest restrooms and telephones, being absent or late, giving false information, using inappropriate language, drinking alcohol before or during work.
When resigning, the policy of not entering the hotel until six months from the date of termination of resignation prevails.
Dismissal: the hotel can dismiss an employee without prior notice when said staff member has acted in breach of the standards of conduct required by the company. Examples: stealing or appropriating objects from guests, employees, or hotel property, refusing to obey the supervisor's requests, fights or fights within the hotel, destroying work equipment, falsifying hotel entry and exit records, giving copies of keys to unauthorized persons, etc.
Hyatt Employee Benefits:
After a year of work for the Park Hyatt Buenos Aires company, it offers its employees the possibility of requesting free accommodation at other Hyatt Hotels. During high season periods employees may be charged a preferential rate (50% of the counter rate).
Other benefits that the hotel offers to its employees are:
- Sports and cultural activities Participation in gastronomic courses Awards: economic, travel, etc. Awards for service: The organization recognizes the dedication and loyalty of the employees who work at the hotel for two or more years Department of the month: all participate hotel departments. He is chosen by the members of the Executive Committee and Human Resources Manager. Employee of the year: he will be the employee who has performed best during the twelve months of the year. It is chosen by the Executive Committee. Study permit: the personnel who study in secondary or university education, are granted a maximum of ten days during the calendar year. This cap is extended for five more days when the employee studies directly related to the hotel or gastronomy. In all cases,the employee must present the corresponding certificates in the Human Resources department.
6. Quality strategy
Based on an investigation on the quality of service of different five-star hotel establishments in the City of Buenos Aires, in which 298 managers and entrepreneurs were interviewed, the following results were obtained.
The average quality rating is the score (on a scale of 1 to 10) assigned to each brand. This index reveals the level of quality that respondents perceive in each product or service.
| POSITION | HOTELS | POINTS |
| one | Hyatt | 8.38 |
| two | Park tower | 8.15 |
| 3 | Caesar Park | 8.05 |
| 4 | Alvear Palace | 8.02 |
| 5 | Intercontinental | 7.91 |
| 6 | Marriot Square | 7.80 |
| 7 | Sheraton | 7.68 |
| 8 | Clarige | 6.90 |
Hyatt maintains as a philosophy "our guests are not impressed by the quantity of services we can offer them, but by the quality of it". It is very important to provide a consistent and reliable service which can only be achieved by meeting the expectations of our guests.
A survey conducted at Hyatt gave them the ability to identify their top ten customer expectations.
Therefore, for Park Hyatt Buenos Aires, offering a quality service consists of maintaining the following concepts in a uniform or constant way:
- Fast and efficient reservations.A friendly and warm welcome.Consistency in the awards.Clean and comfortable rooms.Personal attention.Efficient communications.Specialized services for guests.Excellent restaurants and bars.Memorable and creative events.Hyatt staff are professional and presentable.
With customer expectations in mind, Hyatt developed a series of training modules related to the aforementioned topics.
In addition, Hyatt provides each of its employees with a manual that clearly specifies all the requirements that the internal customer must meet in order to achieve the company's primary objective: "establish the highest levels of customer service." The following points are detailed in this manual:
- Personal appearance and hygiene, Customer service, Service standards, etc.
The merchandising items used by Park Hyatt are:
- HandbagsBiromesAshtraysBedclothTowelsSlippersEnvelopes and general stationeryGlassesTablewareFolders
