Abstract
Seeking to transform the Mira Hong Kong Hotel, one of its premier properties, into a world‐class establishment, the leaders of the Miramar Hospitality Group applied a seven‐tier model to integrate innovation and performance improvement efforts at the hotel, as well as throughout its other business units. Supported by an effective feedback loop that facilitates communication and the transmittal and measurement of vital customer‐related data, their comprehensive approach has reshaped the corporate environment to encourage teamwork and inspire innovation at all levels. As a result, the hotel has earned international recognition as a leader in customer service, and the profitability of the Group's diversified service‐oriented business portfolio in Hong Kong and mainland China has increased 77% since 2011.
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