INTERCONTINENTAL GROUP OF HOTELS

INTERCONTINENTALGROUP OF HOTELS

Courseinstructor

TheIntercontinental Group of Hotels

TheIntercontinental Hotels Group is a British multinational companythat isheadquarteredin Denham, UK. TheHotel can boastof 710,000 roomsandalsoon averageover 4,500 Hotels in over 100 countriesaround theworld.TheIntercontinental Hotels Group has its originhistoryfrom one manWilliam bass whosetup a breweryin theUnited Kingdom in theyear1777. Thecompanywould cometo ownthefirstevertrademarkin theUnited Kingdomin 1876. Since then,thecompanymovedin massiveacquisitionandexpansionandhadbecomea hugeinvestmentcompanyby 2002. In thatyear,however,a paradigmshiftfrom thenormaloperationtookplace,andthesix PLC in thecompaniesproposeda separation.ThisiswheretheindependentIntercontinental Group of Hotels cameto be bornwith a massivecapitalof seven hundred million sterlingpounds.Intercontinental Group of Hotels is nowa fully-fledged company,anditis registeredandlistedin theUnited Kingdom andUnited States of America.Theseparationof thecompanywascompletedby the15th may 2003 date.Thecompanystocksaretradedon both theNew York stockexchangeandtheLondon stockexchange.Thesharesof thecompanytradeat a competitiveprice.ThismeansthattheIntercontinental Hotels Group is a global brandandhas ahugevalueandmarketworth.

IntercontinentalGroup of Hotel is perhapsthelargesthospitalityandaccommodationfacilityin theworld.TheHotel isstructuredin a mannerthatthere are four regions,andeachregionhas its headquarters.Thefour regionsare namelytheEurope regionwith its headquarterslocatedin Denham, United Kingdom. Thesecondis theAmericas regionandtheheadquartersforthisregionare in Atlanta, Georgia, United States of America. Thefourth regionis theregionrepresentedby Asia, Middle East, andAfrica continent,andtheheadquartersarelocatedin Singapore. Lastly,thefourth regionis thegreaterChina, andits headquartersis in Shanghai, China. IntercontinentalHotel Group has nine brandsof Hotels around theworldandare namelyHoliday Inn, Hotel Indigo, Holiday Inn Express, Staybridge Suites,Candle Wood Suites, Rewards Club, Even Hotels, IntercontinentalHotels andResort, andHauluxe Hotels andResort.All thesebrandsare productsof theIntercontinental Group of Hotel andpursuethesameobjective.All thesebrandsare representativesof variousregionsandareknownby differentnamesacross theworld.Communicatingthisinformationto theguestis importantsothattheyare awareof theservicesin anothercountrythat usea differentnamefortheonetheyare familiarwith (Swaine&amp Allen, 2015).

FrontOfficeOperations

Thefrontofficeoperationsareheadedby thefrontofficemanagerat thelevel of theHotel. Theroleof thefrontofficeoperationincludesthefollowing,to handlethetransactionsin relationto checkingin andcheckout fortheguestwithin theHotel rooms.Theresponsibilityof themangeris to motivateandencouragethemembersof staffto handletheirresponsibilitiesin themosteffectiveandefficientmanner.Theworkis expectedto be donefasterandin theshorttimepossibleto conveniencetheclientsschedule.Themembersof staffin thefrontofficedepartmentare highlytrainedwith a verygoodcommunicationskillthat will enablethem handlecustomersin thebestmannerpossible.Themanagerin chargeof thedepartmentensuresthattheir skillsis of thehighestlevel andalsoensuredevelopmentandgrowthin themannerin which theyhandleduties.To be in linewith thecustomerneeds,theworkof thefrontofficeoperationsentailscreatinga rapportwith thecustomersandmakingthem feelfree.Thisisa twenty-four hoursoperationthat involvesat leastone attendantsince thecustomersneedsomeone to attendto them at anytime.PlanningandDecision-Making

IntercontinentalHotel Group offershospitalityservicesof alltypeas requestedby thecustomers.Beitbusiness,family,honeymoon,conferenceandanyotherhospitalityneed,theHotel is willingandableto provideits facilitiesaround theworld.TheHotel has a greatdealin termsof theprioritygivento their customerandmaintaininga relationship.To hosta guestin anyHotel, itis onlyfairthecustomerhas valueforthemoneyandin exchangetheHotel gainssomeloyalty.TheIntercontinental is alsoawareof thesepoliciesandisthereforeconcernedwith thecustomerreactionto theservicesofferedandtheir generalproducts.Customersare veryimportantforthesuccessof a company.Thisisbecausetheorganizationexistin thefirstplacebecauseof customerandnot theviceversa. Itis of vitalimportanceto ensurethatwhatever decisionismade,thecustomerneedsare theonesbeingchampioned. Thebestpolicyis to ensurethatyouprovidewhatthecustomerswantandnot to providewhattheproducercan. TheHotel has its objectives,andthesameshould be in linewith theneedsof customers.

Thetrendsin theIntercontinental guestare importantin planningtheoverall successof theHotel industry.Thefirstthingis thatvisitorsshould be madeto haveconfidenceandtrusttowards theservicesof thecompany.TheIntercontinental Hotels Groups has managedto buildtrustamong its customers,andthatis whytheydominatedtheHotel andhospitalityindustry.Theyhavemanagedto gaintrustthrough acknowledgingthatitis thecustomerwhohas madetheir brandbewhereitis andsovaluethem verymuch(PLC,2015).Thecustomersaretreatedwith respectandprioritywithout fearanddiscrimination.Itis nowonderIntercontinental Hotels Group has Hotels in over100 countriesaround theworld.Servicesare offeredto peopleof allracesandfrom differentreligiousorientation,sex,sexualityandphysicalcondition.Discriminationis discouraged,andnoemployeeis expectedto actprejudiceto thecultureandthecodeof ethicsof theIntercontinental Hotels Group fraternity.Thecustomerswantto betreatedfairly,andthatis whatthemanagementof Intercontinental has provided(PLC,2015).

Anotherissueis thattheguestsare worriedabout their personalsecurity.TheIntercontinental Group of Hotel buildsits Hotel premises,andtheyare extremelyguidedto ensurethesafetyof their clients.Thestateof artHotels ownedby theIntercontinental Hotels Group providesthesafetythatthecustomersrequire,andthisincreaseddemandforheservicesthat are offeredby thecompany.Thethreatof securityaround theworldposedby themajorterrorattacksis an issueof concern.Forinstance,theHotels around theMiddle East andtheAfrican continentare facedwith thegreatestprobabilityof terrorattacksanditis upon themanagementto ensurethesafetyof theclientswhoare in their premises.An Intercontinental Hotel Group has donesowellon thatandto date,nomajorsituationhavein therecentpasthas beenreported.Asenseof securityincreasesthecustomerloyaltyandat thesametimeattractsothercustomersto theproductsoffered.Intercontinental guestis worriedabout their personalsecurityandpreferto behostedin Hotels that guaranteethehighestlevel of safety.

Intercontinentalguestis alsolikelyto preferthedestinationswith very strategic places in orderto maintainproximitytothe airport.On thisissue,theIntercontinental Hotels Group has donesowell.Manyof theHotels ownedby thiscompanyarelocatedin majorcitiesthat holdIntercontinental Airport. Oncea guestlandinto thecountryof destination,theguesttakesa shorttimeandwill accesstheHotel facilitieswith veryminimumeffort.Thehotelthat locatesin placesnear theairportis reportedto havean averagehighernumberIntercontinental gueststhan thoselocatedfarawayfrom theairport.Asa leaderin theHotel industry,Intercontinental Hotels Group has locatedits facilitiesin placesrelativelycloserto themajorIntercontinental airports.

TheIntercontinental Hotels Group is committedto ensuringthatits corporate governance respectstheclients’needs.Thebehaviorwithin thecompanyis distinctandcan becommented.Itis whatmakesthecompanybe aheadin theindustryandcommanda verystrongbrand.tohavea competitiveedgein theoperationsof theHotel, thebehaviorof employeesshould alsobeconsidered.Thebehaviorof employeestowards clientscould be an orderwinner.ForIntercontinental Hotel Group, theemployeeshavea guidein thenameof theethicscodeanda strongcorporate culture.Thevaluesthattheemployeesposehavebeenidentifiedthrough a thoroughresearchanddevelopedto incorporatethetrending issues.Thevaluein thecompanyprovidea clearsenseof sharedpurposeandhelpsemployeesto forgea commonagendatowards thebusinessof thecompanysince theyfocuson performanceandmovingforwardas a teamforthebettermentof theorganizationcoreobjectives.ThevaluemakesIntercontinental Hotels Group an idealplaceto workandenjoyableto developyourself in life.Motivationdepends on jobsatisfactionandfrom thelookof thingsthecompanyworkssohardin ensuringthattheemployeesare satisfied,thus,higherproductivity.In as muchas theHotel Management is worryof its futureexistence,allstakeholders must be consideredandhelpedto achievetheir keyneeds(Intercontinental.com,2015).

CustomerCareandPublicRelations

Customercarerelationsare becomingan issuein maintainingcustomers.Thecustomercarerelationshipwill drawthelargepictureof howtheoutsideworldlooksandperceivetheorganization.ForIntercontinental guest,thereceptionaccordedto them by theHotel staffwill determinewhetherornot theguestreturnsto theHotel during thenextvisit.ManyHotels employa veryskilledcustomercareandpublicrelationsemployeeswhocan handletheincoming inquiriesandanyotherqueryfrom both thecurrentandtheprospectivecustomers.Creatinga positiverapportwith customerswill increasethechancesthattheguestreturnsagainiftheymakeanothertripto thatspecificdestinationagain.Acustomerwantsto be treatedandattendedin a politewaysoas to showthem thattheyare valuedandwantedby thecompany.Intercontinental Hotels Group is determinedinits missionstatementto holda higherdegreeof integritytowards thecustomersandmakethem feelat home.Theattendantsin thecustomercaredeskare skilled to ensuretheyhandlethedocket in thebestmanner.

TheIntercontinental Hotels Group has aclearlystatedpolicyin regardto customercareandpublicrelations.Thecompanyprovidesa convenientwayto eitherviewormakea reservationfortheHotel roomsthrough theinternet ontheHotels website. Conveniencein termsof reservinga placeto boardin theHotel is a competitiveadvantagethat makesIntercontinental Hotels Group a favorabledestinationfortheIntercontinental guestaround theworld.Apartfrom that,thewebsite providessomephonenumbersthat theguestcan useto clarifyon anyissuethat is contentious.Communicationis importantbecauseithelpclarifyissuesthat customershadopinionsabout otherwise.Lackof communicationin anysystemcan onlybeequatedwith failure.Thecustomercarerelationshipalsoentailsgettingthefeedback from thecustomerregardingtherecentvisittheyhad.Thefeedback is importantbecauseithelpsmanagementknowwhattheclientwantsandalsoidentifytheweaknessin theproductsandtheservicestheyare offering.Thefeedback loopismanagedby thecustomercareandpublicrelationsorganof theHotel (News,2015).

Theguestsare themselves givenan opportunityin contributingtotheservicestheywould liketo beofferedto them. Intercontinental Hotels Group websitehas a featurewheretheguestcan commentorgivetheir suggestionon anyservicethat is offeredby thecompany.Thisisaclearshowto thepublicthatthedecisionmadeby thecompanyare democraticin theviewof stakeholders aretakeninto consideration.There is democraticleadershipwherethedecisionmakersrequestinputfrom thoseconcernedsothatthedecisionsrepresenttheir wishes.Theguestwould liketo beofferedwhattheywantandnot whattheHotel can offeras I earlieralongsaid.Theinputs,comments,andsuggestionprovidevitalinformationandthenthemanagementcan maketherightdecisionon theserviceandproductsto offer.Theuseof theinternet enablestheguestandprospecting guestto givetheir viewfrom their remotelocationsaround theworld.Convenienceis whatguestis after in thecurrentworld.Theintegrationof informationtechnology has bridgethephysicalgapbetween theclientsandthemanagementanda manythingscan beaccomplishedwithouttheneedto getto theHotel premises.

AfterSaleServices

Theotherthingtrending in regardto Intercontinental guestis theneedforafter saleservicesprovidedby theHotel. TheseservicesincludethepayTV providedandtheinternet connections.Somepeoplewould liketo followthatfavoriteprogramevenwhentheyare awayon sometripsabroad,ortheywould liketo keepupdatedon thehappeningin their socialmedia accounts.Intercontinental Hotels Group providesits clientswith theinternet connection,andthismakescustomerspreferto behostedin a Hotel with theseafter saleservices.Whatmakesa clientwantto usethefacilitiesis determinedby theotherservicesofferedin additionto thecoreservicethat thecompanyis offering.Theactof Intercontinental Hotels Group to provideinternet andpayTV servicesto its guestmakesita preferredhospitalitydestinationto manyguestsaround theworld.Hotelsshould, hence.Identifythoseotherservicesapartfrom thecoreonesbeingofferedthat will makethem a preferredhospitalitydestination.Marketinga productto thepeopleis a goingconcernandIntercontinental Hotels Group should not stopjustbecauseitis bigandalreadyestablished.

SocialResponsibilities

IntercontinentalHotels Group is responsibleforthesocietyneedandis worryof anything that is against thewishesof thesociety.In as muchas effortisextendedtowards creatinga commonandshared values,respectto therightsof peopleis givenpriority.Thecompanyis awarethatitis responsibleto theownersof thecompany,thecommunitysurrounding, andtheenvironmentin which itis operating.Themajorthingis to identifytheeffectsof themajorstepstakento thepartiesthecompanyis responsibletoward.In thisregard,Intercontinental Hotels Group regularlyinvolveitself in revisingandreformulating strategies,priorities,andcorporate governmentproceduresto alignwith theresponsibilitiesattachedto thecompanyby theseGroups. TheHotel is awareandadheres tothe responsibleprocurementprocedure.Itisalsoconcernedwith theaffairsofglobal warming through thereductionof thecarbongasses emittedin theenvironment.TheotherareawhereIntercontinental Hotels Group has shownthatitis responsibleincludesformulatinga codeof ethicsforits employees,propagatinghumanrightsanddiversity,properwastemanagementandresponsibleresourceuseincludingconserving water.AHotel that is responsibleto theaffairsof its stakeholder is preferred,andmanya guestis shiftingtheir attentionto theuseof Hotels that are sociallyresponsibleto its stakeholders.

Thecompanyis alsoopenanddoesits entireprogramin thelightforthepurposeof accountability.Forinstance,in thefinancialyearendedDecember 2012, thecompanyhadsetasidea budgetof $840,000 forshelterfundto beusedforresponseto anydisasteron thesame.In addition,Intercontinental Hotels Group startedmerelythat626 academyprogramsin morethan 58 countriesin which ithas its operationbase.In regardto theenvironmental affair,21,745 solutionswereimplantedallover theworldto ensurethattheworldis lefta betterplaceto live.Pollutionof theenvironmentandoptimal useof naturalresourcesis a responsibilitythat is not neglectedby Intercontinental Hotels Group. Itis evidentin themassiveproportionof revenuethecompanyis willingto spendin ensuringthattherelationshipwith thestakeholders is healthy.Guest,on theotherhand,will be willingto be hostedby a companythatwhich is responsibleto its stakeholders.Whatthisexplainsto them is thatthecompanywill alsobe responsiblefortheguestalso.TheIntercontinental Hotels Group is a Hotel thatmanycould considersince ithas allittakesto be a hospitalitygiant.

References

Intercontinental.com,.(2015). LuxuryHotels Worldwide | InterContinental Hotels &amp Resorts.Retrieved 3 May 2015, fromhttp://www.intercontinental.com/hotels/gb/en/reservation?qAdlt=1&ampqBrs=6c.hi.ex.rs.ic.cp.in.sb.cw.cv.ul.vn&ampqChld=0&ampqFRA=1&ampqGRM=0&ampqPSt=0&ampqRRSrt=rt&ampqRef=df&ampqRms=1&ampqRpn=1&ampqRpp=12&ampqSHp=1&ampqSmP=3&ampqSrt=sBR&ampqWch=0&ampsrb_u=1&ampicdv=99612192&ampsicreative=30570614948&ampsicontent=0&ampsiclientid=3459&ampsitrackingid=634020458&ampdp=true&ampicdv=99612192

News,I. (2015). IndustryNews.Greathotelrestaurants.com.Retrieved 3 May 2015, fromhttp://greathotelrestaurants.com/industry-news/

PLC,I. (2015). InterContinentalHotels Group PLC : Investors – Industry and market trends.Ihgplc.com.Retrieved 3 May 2015, from http://www.ihgplc.com/index.asp?pageid=51

PLC,I. (2015). InterContinentalHotels Group PLC : Media – News releases – IHG to DevelopInterContinental® Hotel in Downtown Los Angeles (23 September 2014).Ihgplc.com.Retrieved 3 May 2015, fromhttp://www.ihgplc.com/index.asp?PageID=116&ampNewsID=3296

Swaine,J., &amp Allen, N. (2015). Kabul Intercontinental Hotel attack: Asit happened. TheTelegraph.Retrieved fromhttp://www.telegraph.co.uk/news/worldnews/asia/afghanistan/8604503/Kabul-Intercontinental-Hotel-attack-As-it-happened.html

(2008)&quotRecruitment goes into overdrive as InterContinental Hotelsbattles for talent: Group plans major expansion&quot, Human ResourceManagement International Digest, Vol. 16 Iss: 5, pp.5 – 8