The Ritz-Carlton Millenia Singapore Hotel
The Mission Statement
The Ritz-Carlton Millenia Singapore Hotel’s mission is to ‘provide genuine care and exceptional products and services resulting in profit leadership’. According to this mission statement, the hotel provides comfort to the guest with the finest services and facilities as well as refined ambience in effort of becoming profit leadership. The proposed mission statement is ‘to delight our guests every time by developing and engaging experiences directly from our heart’. According to Martín-Ruiz, Barroso-Castro & Rosa-Díaz (2011), delivering quality value and experiences to customers has become the main objectives in the hospitality industry. Thus, the proposed mission statement is designed considering that there is a need for alignment of customer perspectives and management in optimizing customer value as provided and experienced by hotel guests.
Specific Tasks to Accomplish the Mission of the Hotel
There are several specific tasks that need to be carried out to achieve the mission of the hotel. These tasks include training and development, quality over quantity and performance appraisal.
Quality over Quantity
Most significantly, perceived service quality is an essential element of value and a basis for competitive and differentiation for building service value (Phiri & Mcwabe, 2013). In addition, service quality is key determinant of behavioural intentions of the customers. Thus, in order to achieve mission, the hotel is supposed to concentrate on the quality of services and products rather than quantity (Manjunatha & Shivalingaiah, 2004). The hotel of this standard is expected by the customers to provide quality services and products that match the worth of their money. As far as its food and beverages are concerned, the hotel will establish a quality control unit to ensure that the products offered to the customers are of high quality. Additionally, the catering department, which is headed by catering manager, will ensure that customers are provided with quality services and products that conformto the required standards.
Training and Development
The hotel will hire professionals and competent employees with background in education and experience in hospitality industry. Thus, all employees are supposed to be trained before they
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