Assignment 4 Case LUX [PDF]

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Assignment 4: Read Case LUX*: Staging a Service Revolution in a Resort Chain: Page 605619 in Text and answer the following questions. 1. What were the main factors that contributed to LUX* Resorts’ successful service revolution? Lux, was a hospitality group operating in the Indian Ocean, previous 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 contributed to a successful service revolution are the following: Factor 1: Change of leadership in the organization with a new business model the new vision statement is now “We Make Each Moment Matter” involved the clients and help them to “Celebrate Life” 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 company service culture from scratch. 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. Factor 4: Focus on the performance of the management team, implementing measurement tools and incentives. (Wirtz, Lovelock 2018).

2. What key challenges did LUX* face while carrying out its transformation? How were they addressed, and what else could have been done? The principal challenge was an internal opposition because initially the 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 ratings from TripAdvisor’s, this is monitored and responded to by management 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 vision (Cooper, M. 2011, August 22).

References: (PDF) LUX*: Staging a Service Revolution in a Resort Chain: People, Technology, Strategy. (n.d.).

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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