Friday, February 21, 2020

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’.

Wednesday, February 5, 2020

The concept of literacy Essay Example | Topics and Well Written Essays - 1000 words

The concept of literacy - Essay Example ng it literally and directly applying it as suggested by the text but literacy is about understanding and expanding information beyond the boundaries of its connotations. Indeed, a person may be able read texts but may not be capable of making sense of the text. For instance, an Asian student may be able to read out loud English documents but is inadequate in terms of interpreting the meaning of the words. The student is therefore illiterate of the English language although his literacy is not limited to the language itself because literacy involves other aspects as well such as information and its application in real life situations. It is thus my discourse that literacy is not limited to an individual’s capability to read, write and interpret reading materials but it also incorporates understanding, analyzing and applying them in order to improve lives and benefit one’s self and other people in the different aspects of life. With the rise of the number of students going to college regardless of their learning abilities, it could be said that education is overrated. Education is often associated with literacy however it is not necessarily true that an educated person is a literate individual. Instead, one’s literacy is determined not by his diplomas and schools attended but how he is able to put to use the education he has acquired. In the previous example, the Asian student cannot be completely defined as literate or illiterate. His ability to read aloud English texts does not show his literacy but his inability to understand the readings also does not say everything about his illiteracy. This is because even though the student may not be able to understand the context of the materials written in English but if he comprehends it when it is written in his own language, then there is a big difference. Literacy is not simply about understanding a certain discourse but it is also being able to think independently to decide whether one agrees, disagrees or has