1. Stowe Shoemaker, PhD 229 C.N. Hilton Hotel & College Houston, TX 77204-3028 713-743-7371 office 713-263-4970 mobile sshoemaker@uh.edu www.stoweshoemaker.net sshoemaker@uh.edu

2. Fair Share versus Actual Share

4. What To Do When Get Home 1.Undertake 14 C’s analysis for your property. Questions to ask: “how is your firm using each of the 14 C’s to advance the customer relationship? “What opportunities are available after taking the analysis?” 2.Examine your customers as they move through the purchase cycle. Ask “what are we doing at each stage to move the customer through the cycle?” “what barriers are inhibiting them” etc.

5. What To Do When Get Home 3.Ask, “what are our different customer groups?” “What are our customers really buying?” “What are we doing in operations to provide this?” 4.Give employees the survey you took on how customer friendly organization really is 5.Use results of the survey to implement Rater system in each department

6. What To Do When Get Home 6.Take matrix of competitive advantage and fill in for each department; that is what actions is each department taking to build competitive advantage?

7. 7 ValueEfficiencyQualityInnovationCustomer Responsive Size Infrastructure Manufacturing R&D Marketing Materials Management Human Resources

8. What To Do When Get Home 7.Identify major sources for information on trends impacting your business. Some are listed in class notes, others need to be searched. For instance, here is Food Service Europe and Middle East http://www.digitalflip.de/a4/fse0308/flipviewerxpres s.html 8.Once sources have been indentified develop a systematic way to analyze and interpret. Basically, following diagram on next slide.

9. Strategic Marketing for Hotels and Restaurants (c) Stowe Shoemaker, Ph.D 9

10. What To Do When Get Home 9.Identify the different segments. For each segment take the customer through buying behavior model. Look for ways to move members through each component. If segments look for different things, how do we make this operational (e.g., think restaurant study?

11. What To Do When Get Home 10.If you have a database, develop a scoring mechanism to place a “value” on each customer. 10.Examine surveys you are currently using. Make sure you had questions that measure the following: Likelihood that customer will refer Number of people who recommendation will be made Percentage of those will come based on the recommendation How many times customers visit in a certain time Percentage of repeat guest

12. What To Do When Get Home 12.Ask: How am I creating WOM at my property? Begin to develop strategies to create WOM. Look at each type of WOM discussed in class. 13.Undertake competitive positioning for your property and identify appropriate actions to improve your position. 14.Review notes on market research and read articles in notebook. 15.Competitive Value Maps for each market segment – especially for corporate accounts 16.Examine Positioning Strategy

13. What To Do When We Get Home 17.Tape reservation calls 18.Review each call with reservation team to incorporate: RATER system, prospect theory (quote order, reason for visit, call to action, etc.) 19.Change reservations to “inside sales” 20.Examine how you package: it is not all about price, it may be about convenience

14. What To Do When We Get Home 21.Develop different “scripts” at reservation center to increase revenue. Test the different scripts using test-control group (think Venetian study). For instance, bundle internet access, movies, etc. 22.Examine possibility of calendar for quoting rates 23.Investigate undertaking study to determine consumers’ price sensitivity.