The Logic of Customer Satisfaction and Retention of Hilton Group Plc Research Paper

The Logic of Customer Satisfaction and Retention of Hilton Group Plc - Research Paper Example The traditional and the conventional way of doing business are becoming obsolete as newer methods are taking up the slots and it is particularly true for the service industry. In the case of the service industry, the customer is the undoubted king and every possible measure is initiated so that the esteemed customer is not just satisfied but is happy so that he is retained as the industry knows the fact very well that it is more difficult to get hold of a new customer than to retain an existing client. The logic of customer satisfaction and retention also applies to the hotel industry and renowned hotel chain - Hilton Group, Plc is no different. In the case of a hotel group, the service offered is totally dependent upon the people and the team of the group. Therefore, there is absolutely no doubt about the fact that human resource management is one of the most crucial aspects of such organisations. In fact, in the competitive industry of today, human resource policies are not just limited with that of the employee development and handling of employee grievances but also contribute towards the customer satisfaction and thereby towards the profitability of the group. In 2001, the renowned hotel group had more than 60,000 employees across 500 hotels all over the globe, in 50 countries. For the convenience of the business, the group had divided the operations of the hotel into four different global divisions namely UK and Ireland, Europe – the Middle East and Africa, Asia Pacific and the Americas. Each of the divisions had dedicated a team of professionals to run their operations under the leadership of the Area Presidents. In the year 1999, the group joined hands with another hotel group of repute named Stakis, Plc and undertook a number of initiatives to upkeep the momentum of the employees going. The group came up with two prominent schemes namely the ‘equilibrium’ and the ‘esprit’.