Question

(1) How do Loews's training programs relate to the company's business strategy?

(2) Why does the company encourage its employees to focus on the customers' needs versus other metrics?

Answer 1

How do Loews’ training programs relate to the company’s business strategy?

The company’s business strategy is to achieve Four Diamond AND MORE service. They want their best service to be memorable. They want to win over their customers so that eventually they’ll become loyal customers. Loews’ training relate back to the business strategy because they train everyone from all levels about the goals and quality service of the hotel. They train their employees in all aspects as how to deal with customers even if things don’t go according to plan. In Living Loews training, employees are taught about etiquette and how to sell the Loews experience. In Communication Loews training, employees are taught everything from communication skills to presentation skills. The company is willing to spend 264, 000 hours to train their employees knowing that in the end, it will pay off and boost the image of the hotel.

Why does the company encourage its employees to focus on the customers’ needs versus other metrics?

The company encourages its employees to focus on the customers’ needs because it’s all about the customer and what they want. It’s about pleasing the customers and attending to their needs. They want to have top quality service that they won’t forget and in return makes Loews Hotel brand known because the customers will talk to other people about the top notch service they received which brings in more customers. If the customers are satisfied and happy then the company accomplished their goal meanwhile, the brand is growing at the same time.