Team WestinSarah Kelly, Maranda Saling, Roman Suer & Rachel Zieleniec

Team Westin How can the Westin Bangkok better

service their VIP guests?

Global Leadership Center - Ohio University - www.ohio.edu/glc

Team Westin Research Methods

− Site visits Bryan Knepper, Professional Travel Dan Hurwitz, Chief Operating Officer

& President, Developers Diversified Realty

The Westin Columbus Emma Meyer, Director Human

Capabilities, St. Regis Singapore Andreas Trauttmansdorff, General

Manager, Westin Tokyo

Global Leadership Center - Ohio University - www.ohio.edu/glc

Team Westin Research Methods

− S.W.O.T. Analysis Strengths, weaknesses, opportunities

and threats

− 4 Ps Analysis Price, promotion, placement and

product

− Industry Reports− Client Fact Sheets

Team Westin Findings

− Knepper Give portfolios to each client

representative in attendance at presentation

Every VIP should have reserved transportation from the airport to the hotel and from the hotel to anywhere they want to go while staying as a guest

Global Leadership Center - Ohio University - www.ohio.edu/glc

Team Westin Findings

− Hurwitz VIP guests should NEVER wait Impressed on us the importance of

extra electrical sockets

− Keene, Hansen & Novak Importance of detail Personalized service

Team Westin Findings

− Meyer What an innovative company

Starwood is How much guest loyalty means to The

Westin

− Trauttmansdorff Find whom the Westin Bangkok’s top

VIP guests are and contact them to find how they think the Westin can be better service them

Team Westin Findings

− SWOT International travel is a steady

industry, but the economy has started to negatively affect it

− 4Ps The Heavenly Bed and other 5 star

qualities explain why it is one of the most expensive hotel in the industry

Team Westin Findings

− Industry report It is a $15 Billion industry Interactive relationship is key

− Client fact sheet 160 hotels in 35 countries, 30 of

which are considered the world’s top resorts

Team Westin Recommendations

− Details matter in every situation No waiting Never say no Sufficient electrical sockets Transportation provided Be familiar with each guest and

ensure they feel special and expected

Global Leadership Center - Ohio University - www.ohio.edu/glc

Team Westin Next Steps

− Solidify Recommendations Site visit at Westin Bangkok Discuss findings with Thai teammates Finalize that we have sufficient

research

Global Leadership Center - Ohio University - www.ohio.edu/glc

Team Westin Questions & Discussion

Global Leadership Center - Ohio University - www.ohio.edu/glc

Thank youTeam Westin

Global Leadership Center – Ohio University

www.ohio.edu/glc