Blog #3 Assignment

A Well Managed Resort: The Westin Kierland Resort and Spa


“Management is a process of deciding the best way to use an organization’s resources to produce goods or provide services” (Rue & Byars, 2009). I believe that a well-managed tourism-dependent private sector enterprise is the Westin Kierland Resort and Spa. I actually work there in their coffee shop, Coffee Flats and Sowbowls, and can see how this is true from several angles, as to how busy the hotel is, the attitudes of the managers, and from the perspective of an employee; all of which I truly admire.

Today’s economy is struggling, causing many businesses to go out of business. Additionally, resorts are especially getting hit by this due to the negative impression of companies going there for meetings or incentive trips as well as families and leisure travelers who are not traveling as often anymore in order to save money. Despite those negatives, though, the Westin Kierland is still going strong. It would be a lie to say that companies have not canceled their meetings with the resort and that the resort has not become less busy, but compared to all of the Westin Kierland’s sister properties in Arizona (any Starwood property, including Sheratons, The W Hotel, The Phoenician, Four Points, and others) it is doing the best out of all of them. During these past three weeks alone, during 90% of the weeks the resort has been 70-99% full. This is definite proof that the resort is being managed well.

Another reason I believe the Westin Kierland is well managed is due to the managers in general. They are all passionate about their jobs, which, according to Mark Grenoble, is crucial in this business. The general manager of the resort is very good at what he does. He is obviously a good businessman by helping keep the resort’s head above the water considering what was said in the previous paragraph. In addition to that, he is good to his employees. For example, at our last two all associate meetings he talked about how hard he is trying to do everything he can to not lay off employees, which he has fortunately been able to do so far. Along with that, he does not act as if he is superior to everyone even though he is the GM; he eats in the employee cafeteria, he stops and talks to employees to see how they are, and he is very approachable. This is the case for a majority of the other managers at the resort as well even though there are always going to be a few intimidating managers. Due to the positive, encouraging attitudes of the managers, it causes employees to be their best, which intern makes for better service to guests.

A third reason I feel as though the Westin Kierland is well managed is because of the way that employees are treated and managed; they are informed about important information, they are well taken care of, and their opinions are heard, making them feel more included in the company. Moreover, every year a Star Voice survey is taken to see how employees feel about their immediate managers and about the resort in general. It asks questions like “How fair is your manager?”, “Would you recommend friends/family to work here?”, “Do you feel like the benefits are good?”, and there is an empty box at the end for comments/suggestions. When the results are in, each manager goes through a process with HR to better themselves in the areas that were lacking. Some things that have come about from the comment/suggestion box are renovated employee locker rooms and a renovated employee cafeteria with another TV and a deli bar. Because of the changes that are made, employees know that their thoughts/concerns are cared about and solved. Another way that employees are treated and managed well is that they are given a holiday party and summer party every that is free to attend with family where they can enjoy food, fun, and prizes. Furthermore, the resort holds the all associate meetings, that was mentioned above, four times a year, where employees are informed about important Westin Kierland issues and a question and answer session takes place with the GM. Also at these meetings, incentive checks are given to people in departments that have met their goals. To ensure that employees give the best service they can, they are put through several intense training classes, such as Voice Training where they learn how to speak properly to guests and 5 Diamond Training where they learn how to give impeccable service to guests so the resort can become a 5 Diamond resort, rather than a 4 Diamond.

Because of all the efforts that the managers put in to keep the resort from going under financially, to be positive and passionate about their jobs, and to make the employees happy, causes the resort to be well managed overall. This makes for happier leisure guests who enjoy their stay as well as satisfied meeting groups who rebook for the next year, intern causing a profitable resort. “You can't get better than this. The Kierland is fabulous. Perfect in every detail. Rooms are spacious and the staff is HIGHLY trained. They host all types of recreation, golf, swimming and have a luxurious property with a really cool restaurant on the green area. Yes, I would stay here again. Highly recommended” (Ramirez, 2009). The Westin Kierland Resort and Spa is a fantastic place to stay at and work at!



Sources:

Grenoble, Mark. Guest Speaker on October 15, 209. President of Enchantment Group.

Ramirez, L. P. (2009, July 20). Westin Kierland Resort and Spa: Traveler Reviews: “My only complaint is that I did not stay longer!” Retrieved October 24, 2009, from Trip Advisor website: http://www.tripadvisor.com/ShowUserReviews-g31350-d258653-r35313794-Westin_Kierland_Resort_and_Spa-Scottsdale_Arizona.html#REVIEWS

Rue, W. L. & Byars L. L. (2009). Management Skills and Application. New York, NY: McGraw Hill/Irwin.