servicesmarketing_avari vs pc

8/3/2019 ServicesMarketing_Avari vs PC

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Avari Towers Vs PC Hotel

Business Service

Presented by:

Nazia Lateef FA09-MB-0146


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Pearl Continental Hotel or PC Hotel is an elegant 5 Star Hotel in central Down

town of Karachi. The hotel Offers all facilities of a 5 star hotel it is well suitedfor both business & pleasure travelers to Karachi. Pearl Continental Hotel


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SERVICE OFFER TOBUSINESSES

Spacious and Elegant Venues for YourConfere:


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Click icon to add picture

Business Room


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Place of exercise



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Meetings & Event VenuesCentrally situated in the heart of the business capital of Pakistan, this center city

hotel is a half-hour from the airport and walking distance to the main shopping areasand tourist attractions. The first five-star hotel in the country, The Pearl's unique

architecture blends the best of European and local ambience.Amenities

Shower

Television

Desk

Telephone

Private Bath

Daily Maid Service

Television (Cable/Satellite)

Air Conditioning (In Room)


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Service Quality Dimensions

Reliability

Responsiveness

Empathy

Assurance

Tangibles


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AVARI TOWER, The tallest hotel with the largest swimming pool in Karachi is

located in downtown Karachi, was founded by Dinshaw Avari and is now runby his son Byram Dinshawji Avari, the CEO of Avari Hotels Limited.


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SERVICE OFFER TOBUSINESSES

Spacious and Elegant Venues for YourConference


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All Business Class Suites

It is located in the centre of Karachi'scommercial business district.

Wide variety of premium services andamenities; Avari World-Connect desk (free10MB wireless internet), with ergonomic leatherchair King sized Avari Dream bed with high

thread count bed linen and pillow menu, andoverhead LED reading lights.

Each room has complimentary interactive


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Business Room


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Meetings & Event VenuesJust minutes from the heart of the city's financialdistrict, the Avari Towers provides spacious and

elegant venues for your conference

Avari hosts your next corporate event in style inits elegant meeting rooms. Its expert catering andconference-services staff make it the city's

preferred convention facility.

Here allmeeting venues are wired for high-speedInternet access and supported by a team ofaudiovisual specialists. Impressive in design andexecution.

The venues at Avari Towers also offer 24-Hourbusiness centre, with fax, courier and

photocopying services. Whether you're hosting anexecutive retreat for 10 or a lavish celebration for


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SERVICE BLUE PRINT

Physical

Evidence

reception Receipt Hotel

customerComes to hotel orcall to hotel

Managementhandover thedesired room orbanquet to thecustomer.

Contactpoints

Onstage

Gets Form fromhotel staff

Get the requiredinformation fromthe receptionabout theservices.

Arrangementsare being doneby the hotel stafffor the customerrequirement

Offstage

Gather thepackages andinformation

Applicantregistered

Services thatdemanded areundersystematizing

Support process Payment

procedureaccording to the

Use online

support and ITprop up


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Service Quality Dimensions

Reliability Certifications and past

customers presence

Responsiveness Change the procedure

according to thecustomer

Empathy

Assurance

Quality and servicesuarantees


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Customer ExpectationDon't live down to expectations. Go out there and do

something remarkable!

Desired Service:

Hotel staff should must be adaptive to its allthe customers.

It is obvious that nature of business is clear,customer expecting different businessfacilities like best on going facilities that areinfluencing to the customer.

customers staying in luxury establishmentshad proportionally higher expectations thanaverage. The factors and services should

must be varying according to the customer


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Customer ExperienceFeels Secure

Look-see from Mumbai, India

Reviewed July 24, 2011Efficient hotel that meets the business

traveler's needs. Rooms (Business Classand Executive Class) are a notch abovethe Standard rooms. These are morespacious. Bathrooms in all rooms aredefinitely odd with opaque glass

walls/doors. Service is courteous but slow.
http://www.tripadvisor.com/ShowUserReviews-g295414-d600084-r115723157-Avari_Towers_Karachi-Karachi.htmlhttp://www.tripadvisor.com/ShowUserReviews-g295414-d600084-r115723157-Avari_Towers_Karachi-Karachi.htmlhttp://www.tripadvisor.com/ShowUserReviews-g295414-d600084-r115723157-Avari_Towers_Karachi-Karachi.htmlhttp://www.tripadvisor.com/ShowUserReviews-g295414-d600084-r115723157-Avari_Towers_Karachi-Karachi.html


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Market Research

Feed back and required specification


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OBJECTIVE MEASURES TARGETS INITIALS STAT

ERATIONAL

RSPECTIVE

Provide accurate &

timely effectivebusiness services

Increase % age of

staff who havehighperformances &produces benefitsto hotel as awhole

Increase

performance by50% in 7 days

Should allow

friendlyenvironment foropen discussionsto customers

80%

achied

ANCIALRSPECTIVE

1)Maximize costsaving2) Maintain timelypayments

1) Internal auditof money findings2) Advancepayments

Execute strategyfor improvingperformance in30 days

Audits analysisin a month whilepaymentanalysis appliesevery time

50%achied

OVATION

RSPECTIVE

1) Technology

improvement &new serviceimplementation.

2) New serviceintroduction ascompare to

competitors

1)Has adopted

new technologies2)Start marketsearch

1) Has been

achieved butshould look afterin 7 days2) Marketresearchobjective shouldmeet 20% on a

weekly basis

Implementing

quickly

80%

achied

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