The paper 'Management of Hillside Beach Club " is a good example of a management case study. Hillside Beach Club (HBC) is enjoying tremendous success in the resort hotel sector of the hospitality industry as evidenced by its high occupancy rates, extraordinary customer satisfaction, high rate of repeat guests, and escalating profits at its establishment located in the tourist town of Fethiye in Turkey. With these successes, it has not only built a reputable and robust brand but also developed a unique organizational culture that has bread a loyal human resource, which is the primary source of competitive advantage over its numerous rivals in the country.
Indeed, the organizational and management uniqueness of Hillside Beach Club emanates from the strategic focus on the customers using an intricate system of feedback and response, inclusiveness in decision-making and collaborative innovation. This success has instigated international expansion of the resort, specifically into Cyprus, a decision that was arrived at after a lengthy search for an ideal location outside Turkey. However, the leadership and management of the Hillside Beach Club have qualms over the possibility of replicating the success of Hillside Beach Club at Fethiye in its Cyprus establishment considering that this country and its business environment differ greatly from Turkey despite their close proximity. Key drivers of the unique customer experience HBC differentiated itself from its competitors in various ways, which formed the basis of its competitive advantage in the resort industry in turkey.
Specific sources of the competitive advantage that the resort enjoyed include: Creating a consistent culture of genuine hospitality Focus on feel-good factors rather than an opulent luxury The delicate balance between consistency and surprise Innovative ideas and insights from a management team Freedom to customers to choose their vacation formula ad preferences Gathering and acting quickly on feedback using the Supex and Onex systems of communication to create a dynamic feedback-response system and incorporating them into the decision support system A practical approach to training rather than a heavy reliance on technology applications to enhance genuineness in service. Focus on customer interaction rather than seclusion and privacy.
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