Wyndham Case

In: Business and Management

Submitted By alexkesisoglou
Words 555
Pages 3
I. Question 1

Intro.
The difference between members and non members behavior at wyndam is: If hotel is willing to meet their expectations, members are willing to be more loyal to the brand

Members v. Nonmembers

Members are upscale travelers, business clients (131, 127)

higher expectations of a personalized experience willing to pay for it (how do we know this? Please point to the data)

members stay 20% more frequently than non members when they stay, their length of stay is shorter (p 131) members spent 25% more during their stays (131)
>chris has this calculation non-members stay longer, but lesser number of stays

brand awareness is 40% higher for members (131)

ready to be loyal to brand when brand will take care of their preferences
(126)

Support
Calculations (chris and hema have these)

Conclusion
Does the above information support the finding that ByRequest is targeting the right customers?
-yes
-the numbers are clearly showing members are spending more and staying less, meaning Wyndham has found a way to increase spending and repeat visits from customers that have potential for an even higher number of stays

-business customers indicate location and service/previous experience are factors making them choose a certain hotel. If wyndham has a hotel at location, by request is all they need to guarantee customers will choose their hotel
(126) (exhibit 6)

II. Question 2

A: guests can convey exactly what they want
e. amenities and preferences p. 128

A: points cost money for company to produce and manage -statements (even for people who are inactive members) (130)

A: have to send staff to room to check for the requested items BUT with by request, hotel can eventually save money- if enough people request an item, make it standard, meaning save on cost of checking everytime -

A; make more memorable…...

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