Starwood Hotels & Resorts: Online Privacy Statement

Starwood Hotels & Resorts Worldwide, Inc. Online Privacy Statement

Our Mission

At Starwood Hotels & Resorts Worldwide, Inc., we are dedicated to protecting your privacy and safeguarding your personally identifiable information. Starwood's mission is to consistently exceed our guests' expectations in terms of the products and services we provide to our business and leisure travelers. We strive to create an experience that is responsive to our guests' needs by using the information you entrust us with responsibly. Starwood is committed to respecting your privacy and adhering to the principles of applicable data protection and privacy laws throughout the world.

We have provided this Privacy Statement as an explanation of the information we collect, how we use it, and how the use of this information can benefit your experience on our web sites and during your relationship with us. We wish to help you make informed decisions, so please take a moment to read the sections below.

• THE WORLD OF STARWOOD
• TYPES OF INFORMATION WE COLLECT
• PURPOSE FOR COLLECTION, PROCESSING, AND DISCLOSURE
• CONSENT
• DATA TRANSFERS ACROSS INTERNATIONAL BORDERS
• ACCESS TO PERSONALLY IDENTIFIABLE INFORMATION
• SECURITY SAFEGUARDS
• ON-LINE TECHNOLOGIES
• LINKS TO OTHER WEB SITES
• MINORS
• CONTACT US
• UPDATES TO THE PRIVACY STATEMENT

For more information on their policy, please visit : http://www.starwoodhotels.com/alofthotels/legal/privacy.html

Ritz Carlton CRM programme

Ritz-Carltons Hotel's CRM programme has an outstanding reputation within the hospitality industry and is presented as best practice example in many publications of academic literature. Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. Although a large portion of CRM is technology, viewing CRM as a technology-only solution is likely to fail. A successful CRM implementation requires an integrated and balanced approach to technology, process, and people.

For Ritz-Carlton Hotels, excellent service has long been a competitive advantage. To extend that advantage by automating the customer service process, the company in 1998 implemented a customer relationship management program called CLASS --"Customer Loyalty Anticipation and Satisfaction System". Currently, much of the information that is fed into CLASS is gleaned in a low-tech but reliable way. A "guest preference pad" is part of each employee's uniform. Any guest preferences are noted on the pad and routed to the guest recognition office. Employees can also call a hotline to share the information. The company vision, however, is that all employees throughout the hotels will soon be able to access CLASS directly. The company is now investigating the benefits of using portable technology, such as handheld devices, to assist in widening staff access to the database. The company recognizes that the most important component of the CRM system is Ritz Carlton's employees and the process built around them. They supply the initial information that is added to the system as well as carry out the services detailed within the system. If the employees didn't put the information to real, concrete use the system would be worthless.

http://www.destinationcrm.com/Articles/News/Daily-News/For-Ritz-Carlton,-It-All-Begins-with-Customer-Knowledge-47424.aspx

http://gmj.gallup.com/content/112906/How-RitzCarlton-Manages-Mystique.aspx

Jet Airways being into the airlines business has lot of thrust given customer Services. With the totally diversified business and quality conscious customers Jet Airways had following Business Challenges to meet:
a. Quick Response to customers queries across the globe b.Knowledge Management of the customers c. Efficient administrative management for large transactions d.Database management for the effective marketing e. Profitability management through reduction in cost management f. Increasing internal productivity
To meet with these challenges Jet Airways has continuously invested into state of the art technology in Information Technology through out.

The Support is built over the specific objectives of outsourcing. During the entire contract life cycle, Omnitech team monitors following objectives through continual improvements and objectified reporting.
a. Technology Partnership – Omnitech as a system integrator has excellent relationship with all the MNC partners to acquire technology expertise and also enables to offer consultative approach to its customers.
b. Business Focus – By offering strong technical team and assuming total ownership of operations Jet Airways need not have to invest valuable time of their key resources on the mundane activities of IT administrations. This reduces overall cost of management and IT administration
c. Competitive edge – Omnitech helps Jet Airways in generating competitive edge
in their business by maintaining the cost of IT support at the lowest without compromising the quality of services.
d. Accountability – Processed based approach and due documentation helps deploying the services independent of specific people on site. The incredible support available from the technical support team from Omnitech head office reduces the escalations to best of it’s level
e. Total Control – Strategic and regular reports happening on daily and monthly basis ensure better control over the situation from Jet side.

Omnitech as a part of their on going technology consulting will be involved in creating a remote management site to offer technical helpdesk, that will offer rapid resolutions to customers across the country. Omnitech will also be involved preparing the Disaster Recovery site for the critical business functions for Jet Airways and support customer even during disastrous conditions. Such value added support from Omnitech will ensure Jet services growing customer base.

Reference:
'Omnitech.' (Online), Available: http://www.omnitechindia.com/pdf/CaseStudyFMSJET.pdf (Accessed 17th October 2009)