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1. What were the main factors that contributed to LUX* Resorts’ successful service
revolution?
management of the company suffered from poor financial & quality and a weak brand,
up to the management changed with new ideas an innovation, the factors which
the new vision statement is now “We Make Each Moment Matter” involved the clients
Factor 2: Business was renamed for rebranding purposes, includes the employees
to be part of this transformation with ideas and suggestions, otherwise build a new
Factor 3: CEO inspired his team to innovate and empowered them to make
decisions and if they have mistaken, they will take this an opportunity to learn.
Additionally, share with the employees the new vision, purposes and, values.
management and the employees resist to new policies and changes, but the new CEO
could prove them that were necessary changes to transform LUX and in 12 months they
will see how revenues rapidly increase. The first step that they took was to install the
Vision, Purpose, and Values (VPV), being The Vision, “We make Each Moment Matter”
and the purpose, “Helping People Celebrate Life” finally de Values “People Passion,
Integrity, Leadership, and Creativity”, as well they used case examples of success of
companies like Disney, The Ritz-Carlton, and Singapore Airlines to illustrate service
excellence, they established 7 levels of service at Lux being Unbelievable a wow service.
To have the correct KPI LUX paid close attention to customer feedback and
personally. Additionally, the incentives to the employees are contagious because those
who don’t get the incentives and see that the other employees do, next month they will
do more effort to win because these incentives mean additional money to their pockets.
Now in their expansion plan, LUX entered into a franchise agreement to open
Café LUX, and RTG LUX concept outside the hotel. In conclusion, this approach would
have boosted morale and made employees more compliant and buy into the CEO’s
(PDF) LUX*: Staging a Service Revolution in a Resort Chain: People, Technology, Strategy.
https://www.researchgate.net/publication/309753817_LUX_Staging_a_Service_Revolution_in_a
_Resort_Chain_People_Technology_Strategy
Cooper, M. (2011, August 22). How to Make an employee Confident With Job Security. Retrieved
from https://smallbusiness.chron.com/make-employee-confident-job-security-10390.html
LUX*: Staging a Service Revolution in a Resort Chain | Services Marketing. (n.d.). Retrieved from
https://www.worldscientific.com/doi/abs/10.1142/9781944659028_0032