Westin Hotels and Resorts :

Operations of a lifestyle
Experience

Kelompok 3 :
Melina
Margaretha
Rini Tri
Subekti

Overview
Westin

Hotels and resorts

collagues at parent company
Starwood.
Westin was positioned in the
upper upscale segment.
Westin have 121 hotels
worldwide in october 2005,
but Now westin have 203
hotels worldwide.
Westin ensures guests leave
feeling better than when they
arrived. Westins tagline is
For A Better You.
Westin Hotel is adopting a
new lifestyle brand
strategy aimed at providing
guests with a new service
experience.

Timeline

The first guest

credit card is
Introduce
Western Hotels
issued by
westin kids
westerninvolve
Hotels into
club &Service
Introduce
WesternThe First
Express Heavenly Bath
in-house
International
& heavenly
Fitness
training
The first
Crib
equipm
program
major hotel
ent is
use credit
added
card
to
reservation
guestr
& check
193 194
194 195
196 197
198 198out
199 199
199 200 200 200
ooms
3
4
0
6
7
4
9
8 system
0
3
1
4
9
1

Changing into
Westin Hotels
& Resorts
Introduce
celebrate
Westin
The firstwhen
th
birthday
WORKOUT
hotel to50
offer
powered
24-hour
Introduce
the room
by Reebok
Hotelservice
Type
Introduce
The
Gym
reservation
Western
Hotel, Inc
bed
PersonalHeavenly
voicesystem
was Born
mail service

Bed
Heavenly

bed was ready for

commercialization in may 1999.
The Heavenly beds tagline :
Whos the best in bed
Westin guest satisfaction
increased from 8.2% to 9.1%
over the first six-month periode.
Since its introduction in 1999,
the Westin Heavenly Bed was
winning accolades as an
industry-leading innovation.

Westins
Heavenly Bed

Exhibit 3

Bed
Westin launch a heavenly line of retail
products, the retail product of the heavenly
bed such as :

Bed Program at Major Hotel

Brands in 2005 :

Exhibit 4

The Heavenly
Bath

The Heavenly Bath

redefines the shower
experience for
guests by offering
industry firsts such
as an exclusive dualheaded shower head
and a revolutionary
curved shower rod
that gives guests
eight additional
inches of elbow
room.

The Heavenly
Bath

Retail
Product

The Heavenly
SPA
Heavenly Spa by
Westin offers
uplifting spa
experiences to
restore body and
soul.

Heavenly Dog
Bed
The Heavenly Dog
Bed introduced in
2003.
The Love Dog program
included a dogs bed,
dogs bowls and a
welcome kit.
At Westin we love dog,
no additional charge
for dogs staying at
Westin.
Westin consulted a
healthy food for dog to
ensure everything
completely pet-friendly
by the famous dog
whisperer cesar Milan.

Club

Westin provides facilities for

children's playroom and guest can
take advantage of the Westin kids
club as nature-inspired destination
for adventure, play and wonder.

Westin

launch The Heavenly Crib

aimed at improving the experience of
children and their parents.

Workout
Westin unveiled its Westin
Workout powered by
Reebook in January 2003.
Westin Workout filled a
gap that Westin had
detected in a survey that
revealed that to 64% of
travelers hotel fitness
rooms seemed like an
afterthough
All Workout gear is provided
for healthy, responsible
adults.

The Market
Offering

Create Brand
experience

Exhibit 2a
Profile of Westin Relative to Competing
Brands as of December 2006 :

Exhibit 2B
RevPAR for Westins Competing
Brands, 1998-2006 :

In the year 1999, westin hotel succeed in

launching the hotels new product
heavenly bed and increased revenue
dramatically from $ 98.4 to $ 117.13
Source: Case authors research. Hotels, room numbers

Exhibit 7
Starwoods Brand Description :

Source : Compiled from Starwoods Hotels &R esorts

Website

Exhibit 8
J.D. Power and Associates Guest
Satisfaction Surveys, 2001-2006. Select
Upscale
Market
Hotel
Brandsaverage
year westin
hilton Segment
marriott omni
renaissanc
e

2001

100

102

107

104

106

100

2002

110

n/a

109

107

114

105

2003

802

784

817

818

823

793

2004

793

758

772

785

784

764

2005

782

770

782

801

796

773

2006

794

793

803

809

804

778

Source: JD Power figures come from the annual JD Power

and Associates North America Hotel Guest Satisfaction
Index.

Analysis

THANK YOU