1.1 Overview and History of the Company
Crown plaza is a well-known luxurious hotel chain recently taken over by Intercontinental Hotel Group and has been operating in many parts of the world (Traiger, 2008). It was originally started as a Holiday Inn crown plaza initially set up in Maryland in 1980s which later got expanded as an independent chain of hotels owned by Holiday Inn.
Presently, Crowne Plaza represents 392 hotels in 52 countries of the world. In the year 1990, IHG purchased Holiday Inn and has acquired great fame and revenue in the past 20 years. Now, it has become first choice of people travelling for business meetings, sport events and other conferences (Traiger, 2008). Its luxurious ambience, complete and delicious cuisine and efficient services have earned its popularity as one of the top 10 luxurious hotels in the world. It can be said that Crowne Plaza has established its image as one of the most well-known luxurious hotel chains of the world.
1.2 Mission/Vision Statement
Their vision is oriented towards giving best treatment to the guests checking in the hotel. Their vision statement is simple and straight, “Great Hotels Guests Love” (Mission & Vision, 2014). Their mission is to implement those strategies that earn them great experiences for the guests in the hotel which in turn persuades them to use these services again in life.
The luxurious hotel group believes in being transparent and clear in terms and conditions with the guests. The hotel group keeps promises at the utmost concern and is very particular about the image of hotel in the market. The guests are treated as individuals and their grievances are heard with care and patience which makes Crown Plaza as exclusive and differentiated from its competitors. In addition to this, it implements customer retaining strategies that have automatically created its image a market leader in the hotel chain industry.