Stark Resorts: Taking Care of What’s “Bugging” Your Guests
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Publication Date:
November 12, 2019
Industry:
Hospitality
Source:
Singapore Management University
Set in February 2019, Stark Resorts Hotel (“Stark Resorts”) is a case based on the real-world experiences of the authors. The hotel, a US$155 million investment, had been plagued by insects since its grand opening 15 months earlier. Of even more concern was the avid social media influencer who had stayed in the resort a year ago and was diagnosed for Dengue fever, which she allegedly caught at the hotel poolside. It didn’t take time for the negative word of mouth to spread.
While the staff tried their best to handle the problem and were vigilant about initiating and overseeing the administration of pest control, even they were losing confidence and morale. Stark Resorts’ revenue rate per available room (RevPAR), a key hotel metric, had fallen 6% over the past six months. Other resorts in the area had pest problems as well, but they did not seem to be experiencing the same reputational and financial damage. Jack Lim, the manager at Stark Resorts has his work cut out for him – he has to tackle the pest issue at hand, repair the reputational damage, and win over customer loyalty of his guests. Along with a team of highly-skilled computer and neuro-scientists, Magic Pony brought critical technology in video compression to Twitter which would strengthen the microblogging service’s live streaming capabilities. To battle against stagnant subscriber growth, one of Twitter’s best bets perhaps was to rely on high-quality live video streaming in an attempt to draw a larger user base from a broader cross-section of the society. On the other side of the deal, the successful exit of the 18-month-old start-up was engineered by its founders based on a mix of strategies which included securing investment from venture capitalists and resisting acquisition offers from smaller players while perfecting the technology until a sizeable offer (i.e., Twitter) came along. Looking back, was there a better time to sell? Why was Twitter successful in acquiring Magic Pony while others failed? What made Magic Pony a favourite acquisition target?
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Stark Resorts: Taking Care of What’s “Bugging” Your Guests
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