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- Title
WOW THE HOSPITALITY CUSTOMERS: TRANSFORMING INNOVATION INTO PERFORMANCE THROUGH DESIGN THINKING AND HUMAN PERFORMANCE TECHNOLOGY.
- Authors
Chung, Gabriel; Chung, David
- Abstract
The Hospitality Group (THG) was established in 1957. They had a new vision to spur growth and innovation through transforming the value proposition of the Mira Hong Kong from a traditional five-star hotel to a design hotel. They did this by offering hip interiors, innovative cuisine, crisp amenities, and a uniquely passionate service culture for the modern traveler who is young at heart. At the same time, THG is transforming its customer experience journey to support the new vision for a distinctive standard where style is the key focus. As a result of the transformation, the Mira Hong Kong received awards for Michelin Guide Recommended Hotel, Best Designed Boutique Hotels of China, and became a member of the Design HotelsTM network (a selection of 280 independent hotels around the world) in Hong Kong.
- Subjects
HOSPITALITY Group LLC; CUSTOMER satisfaction; STRATEGIC planning; STOCK exchanges; HOTEL remodeling
- Publication
Performance Improvement, 2018, Vol 57, Issue 2, p14
- ISSN
1090-8811
- Publication type
Article
- DOI
10.1002/pfi.21772