The Strategy Implementation of a Multi-Task Operation

Abstract

The Sheraton Walker Hill Hotel and Towers, Seoul, started to reengineer their telephone operations, reservations, and sales and marketing activities into what is known as multi-task operations resulting in increased efficiency such as accessibility and speed, and more productive sales and marketing activities. Especially, areas such as cross-selling and up-selling, personalized services, and data mart information technology with the extension of multi-task operations has great potential to increase sales and marketing activities for the Korean Theater Restaurant, banquet and events, and other important food and beverage outlets. This case presents the importance of the fit of integrated elements such as structure, information technology, leadership, and culture in the strategy implementation process. However, empowerment, incentive and reward systems, and control systems should be considered for long-term implementation of multi-task operations.