Conduct a SWOT analysis on the Gaylord Hotel. What did it reveal?
Conduct a SWOT analysis on the Gaylord Hotel. What did it reveal?
Homework Answers
Gaylord Hotel is one of the convention hotels under the flagship of Marriott international.
SWOT Analysis of Gaylord Hotel
- Strengths
- Largest convention hotel in Marriott International
- Strong customer base
- Guest satisfaction is quite high
- Infrastructure is quite exquisite
- Weaknesses
- Maintenance costs quite high
- Outsourced call center not adding much value to customer service
- Opportunities
- Enter into new markets under the Marriott Flagship
- The prevalent trend of hotel theme parks can be integrated in its business model
- Threats
- High rate of competition in the industry
- Economic instability of countries affect the hospitality industry
From the SWOT Analysis, we can infer that the strategy of Gaylord Hotel to outsource its call center has not paid off well. The hotel needs to bring it back in house so that customer service of the company can improve and its competitive hold in the market can strengthen.
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