OPERATIONS OF A LIFESTYLE

EXPERIENCE

Merged
with
United
Airlines

Western
Hotels

193
0.

196
0.

Expande
d abroad

197
0.

198
0.
Changed
its name
to Westin
Hotels &
Resorts

Starwood
Capital
Group
bought
Westin

Westin
was
purchase
d by Aoki
Corp.

198
8.

199
2.

Company
managed
about 80
hotels

199
5.

200
5.
121
Westin
hotels
worldwid
e

Sensory Welcome
Designed to revitalize guests from the
moment
they arrive, our sensory welcome is a
fusion of
refreshing elements like our signature
White Tea
by Westin scent, soothing lighting and
natural
botanical beauty. Sensory welcome also
sets the
mood for the industry, with the
competition
clamoring to catch up

EMPLOYEES

Dream Westin
WestinWORKOUT
Seminars
Workplace renewal
Pride pins
Renewal based website
for Westin Careers

GUEST SATISFACTION
SURVEY

Avera
ge
200
1
200
2
200
3
200
4
200
5
200
6

100

102

107

104

106

100

110

n/a

109

107

114

105

802

784

817

818

823

793

793

758

772

785

784

764

782

770

782

801

796

773

794

793

803

809

804

788

PROBLEMS
Development
cost are
higherthan
expected

Staf training

Guest loyalty

ALTERNATIVES
Educatin
g
employe
es

Research

BRAND
AWARENE
SS

Costeffective
innovatio
ns

IMPLEMENTATIO
N OF
RECOMMENDED
ALTERNATIVES
Educatin
g
employe
es
Costeffective
innovatio
ns
1. surveys will
help with new
innovations
2. modern tech
3. modern but
welcome
environment

Research

1. survey guests
satisfaction and
opinions
2. analyze
current market
trends

1. continue with
educating
employees with
different strategy.
2. create parttime trainings
3. create
exchange
trainings