OPERATIONS OF A LIFESTYLE EXPERIENCE

1930. 1960. 1970. 1980. 1988. 1992. 1995. 2005.

Western Hotels

Expanded abroad

Merged with

United Airlines

Changed its name to Westin

Hotels & Resorts

Westin was purchased

by Aoki Corp.

Company managed about 80

hotels

Starwood Capital Group bought Westin

121 Westin hotels

worldwide

v

Sensory Welcome

Designed to revitalize guests from the momentthey arrive, our sensory welcome is a fusion ofrefreshing elements like our signature White Teaby Westin scent, soothing lighting and naturalbotanical beauty. Sensory welcome also sets themood for the industry, with the competitionclamoring to catch up

EMPLOYEES

• “Dream Westin”• WestinWORKOUT• Seminars• “Workplace renewal”• Pride pins• Renewal based website for

Westin Careers

GUEST SATISFACTION SURVEY

100

110

802

793

782

794

102

n/a

784

758

770

793

107

109

817

772

782

803

104

107

818

785

801

809

106

114

823

784

796

804

Average

100

105

793

764

773

788

2001

2002

2003

2004

2005

2006

PROBLEMS

Development cost are higher than

expected

Staf training

Guest loyalty

ALTERNATIVES

BRAND AWARENESS

Educating employees

Research

Cost-effective

innovations

IMPLEMENTATION OF RECOMMENDED

ALTERNATIVES

1. continue with educating employees

with different strategy. 2. create part-time

trainings3. create exchange

trainings

1. survey guests satisfaction and

opinions 2. analyze current

market trends

1. surveys will help with new innovations

2. modern tech 3. modern but

welcome environment

Educating employees

Research Cost-

effective innovations