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The facility is also situated in serene environment that is 50 kilometers away from the CBD which is practical enough for those who want to stay in peaceful places and those who need to travel to the city and explore the area. Nature Hotel also provides the tourists with transport and guides for the purposes of exploration of the country all which is inclusive of the general costs.

All the activities are conducted according to the customers’ needs and wants ass different people have different perceptions of good customer service. The rooms and clean and neat, there is provision of security, an individual can choose a room depending on the availability and financial reach and all employees are friendly and timely in service delivery.

In the last 5 years, the company has seen tremendous growth in the intake of customers to the facility and the profit margins. This can be attributed to the service quality of the facility as apart Nature Hotel not only focuses on the improvement of customer satisfaction levels but also the work satisfaction levels of its employees.

In Nature hotel customer satisfaction can only be achieved through good service delivery which includes creation of a good working environment for the employees. The employees are expected to have good interpersonal relationships with the customers, therefore the Hotel offers motivation (non-monetary and monetary), health insurance and work incentives.

Initially the hotel hosted a maximum of 400 individuals even during peak months like December where the number of tourists visiting the region significantly increases. However, this can be attributed to the political instability of the region which has significantly improved in the last years. Presently, Nature hotel hosts a minimum of 800 individuals all through a year and is entirely booked during peak seasons. In addition, the employee’s turnover rate is at a 2% compared to 15% in the previous years which reveals that the Hotel’s strategy of retention of the workers significantly impacts the satisfaction of the employees.

The organization also partners with other organization i.e. Ginger Supermarket and The Nation TV which help in the marketing of the Hotel in the region and internationally. This company has an international market which reduces the costs of doing the marketing of the hotel. In addition, this reduces the impact that is induced from other Hotels in the region as Nature Hotel establishes itself as a five star Hotel.

In the future, Nature Hotel plans to open other establishments in the region and other countries to help capture the maximum number of customers and thereby create employment for the youth. Though this is the development of the economy would be realized as the rate of unemployment would decrease in the area. The Hotel also has plans of opening up worldwide offices to help cater increase the margins of profits as the offices would help market the company further. An online site is also in place which would help in creating convenience for all people in booking rooms instead of waiting for hours in order to locate accommodation for the individual.

The company is in desperate need of foreign investors to help propel the hotel to a wider margin and help in gaining an upper advantage in the region among the main competitors. Hiring individuals to assess the trends of customer presences would also be critical in dealing with the constant change on the presences of the customers.

A focus group discussion with the stakeholders of the Hotel is also held after every six months. The parties involved include the hotel management heads, five individuals from the public, five established customers and staff heads. This participants offer the required information that is required for the success of the Hotel.

The focus group discussion would be on:

1. What is the level of satisfaction in the facility?

2. What are the challenges, issues and concerns that require immediate change?

3. What are the new found strengths and how best can we capitalize on them?

4. What are the recommendations that can be implemented on the current strategies?

References

Four Seasons Hotels Limited SWOT Analysis. (2016). Four Seasons Hotels Inc SWOT Analysis, 1-6.

Haumann, T., Quaiser, B., Wieseke, J., & Rese, M. (2014). Footprints in the Sands of Time: A Comparative Analysis of the Effectiveness of Customer Satisfaction and Customer-Company Identification over Time. Journal Of Marketing, 78(6), 78-102. doi:10.1509/jm.13.0509

Ismail, A., & Yunan, Y. M. (2016). SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY. Logforum, 12(4), 269-283. doi:10.17270/J.LOG.2016.4.7