Service package for hotel guests with dogs
Nieminen, Susanna (2015)
Nieminen, Susanna
Haaga-Helia ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015052710778
https://urn.fi/URN:NBN:fi:amk-2015052710778
Tiivistelmä
The goal of this thesis is to create a service package for hotel guests with dogs for Hotel Helka located in Helsinki. To reach this goal, two research methods are used: benchmarking method and an online survey. This is thus a design research as it includes research and an objective of improvement or change. The theory framework of this thesis consists of global pet travel statistics, articles about pet travel in Finland and the United States currently, profitability potential of the target group and development of a package for a hotel.
Benchmarking is a method used to improve one’s business by realistic goals based on actual achievements of other businesses. The methods of competitive benchmarking and best practice benchmarking are used in this thesis. Competitive benchmarking compares the chosen hotels in Helsinki, and it allows easy access to data but restricts creativity. To balance the restricted creativity, best practice benchmarking compares hotels in North America and allows possibilities of new discoveries.
The online survey is shared to Finnish dog owners that have travelled with their dogs or are planning to do so in the future. The objective of the survey is to gather information about what the respondents feel is important regarding the accommodation and their willingness to pay the dog fee. The total amount of respondents is 230. The convenience sampling method of the online survey results in a very low amount of male respondents, and thus the results cannot be generalized to the whole population of the target group.
Main findings from the benchmarking data include the current pet services offered by the competing hotels in Helsinki, and the fees charged for accommodating pets. From the hotels abroad, new discoveries are made such as including discount coupons of pet service providers, hotel’s having special pet programs, and pet packages including accommodation.
Most important findings from the online survey are the lack of pet information and fees available online on the hotels’ websites, the specific essential services and commodities required by the respondents, the knowledge about walking possibilities and friendly behaviour of the personnel, the safety of the dog in the hotel, the features of the hotel room, and housekeeping arrangements.
Based on these results, the service package is created that would give value to the hotel guests with dogs. Suggestions for Hotel Helka are given, and the service package is divided into two packages: one with a basic set of services for 10€ per night for one or several dogs, and another with extended dog services besides the basics for 35€ per night. An Info leaflet for the guests with dogs is made for Hotel Helka based on the information of the online survey.
Benchmarking is a method used to improve one’s business by realistic goals based on actual achievements of other businesses. The methods of competitive benchmarking and best practice benchmarking are used in this thesis. Competitive benchmarking compares the chosen hotels in Helsinki, and it allows easy access to data but restricts creativity. To balance the restricted creativity, best practice benchmarking compares hotels in North America and allows possibilities of new discoveries.
The online survey is shared to Finnish dog owners that have travelled with their dogs or are planning to do so in the future. The objective of the survey is to gather information about what the respondents feel is important regarding the accommodation and their willingness to pay the dog fee. The total amount of respondents is 230. The convenience sampling method of the online survey results in a very low amount of male respondents, and thus the results cannot be generalized to the whole population of the target group.
Main findings from the benchmarking data include the current pet services offered by the competing hotels in Helsinki, and the fees charged for accommodating pets. From the hotels abroad, new discoveries are made such as including discount coupons of pet service providers, hotel’s having special pet programs, and pet packages including accommodation.
Most important findings from the online survey are the lack of pet information and fees available online on the hotels’ websites, the specific essential services and commodities required by the respondents, the knowledge about walking possibilities and friendly behaviour of the personnel, the safety of the dog in the hotel, the features of the hotel room, and housekeeping arrangements.
Based on these results, the service package is created that would give value to the hotel guests with dogs. Suggestions for Hotel Helka are given, and the service package is divided into two packages: one with a basic set of services for 10€ per night for one or several dogs, and another with extended dog services besides the basics for 35€ per night. An Info leaflet for the guests with dogs is made for Hotel Helka based on the information of the online survey.