The case revolves around the Regal Carnation Hotel, located in Guam. Partly narrated by Steve McKenzie, he described his experience with the Regal Carnation Hotel. In his description of the situation, the “me too” approach to hotel management led to poor service, false representation, and a pricing plan that does not match the value of the hotel. The hotel industry in Guam has important statistical information that will lead to an effective analysis. Over a period of years, Guam has experienced
Problem and Key Issues This case introduces the Regal Carnation Hotel in Guam. The perspective is from Steve McKenzie and how he details his experience with the Regal Carnation Hotel. In his depiction of the events that ensued, the fundamental issue consisted of the fact that the hotel followed a fundamentally unsound approach which is termed, “me too”. This decision by the management of the hotel proceeded to be a strong reason why he, as a customer, received poor service, and also why he was
Problem Statement The Regal Carnation Hotel in Guam is suffering customer service failures. Additionally, the expectations set forth by Regal Carnation Hotel’s website are not being met. Hypothesis 1: There is a level of inequality that exists with respect to how guests are treated based on their nationality. Once Steve McKenzie and his wife arrived at the hotel they were very disappointed by the check in process that was supposed to be very quick and simple. The check in process took 25 minutes
The Regal Carnation Hotel, Guam Problem Statement: Steve McKenzie a management consultant from New Jersey reflected back on his Easter Holiday trip where they stayed at The Regal Carnation Hotel in Guam. He remembered the false advertisement of the website, many missed opportunities, and the lack of management and customer service on a vacation that over promised and under delivered. He contemplated writing a letter to the Hotel owners and management, although he may not personally receive
Problem Statement The case describes the protagonist Steve McKenzie staying at the Regal Carnation Hotel. Steve experienced multiple problems with the hotel many of which were overpromised and underdelivered. Steve now feels he must write a letter telling about his horrible experiences, yet he still does not know who to write and what to address. The Regal Hotels business model is becoming questionable with the fluttering tourism market in Guam. Their overall strategy is one of piggybacking and
a Cartier Ruby and Diamond Parure - complimented the gown. The ruby and diamond tiara gave her elegant sable up do a regal appearance, turning heads. She was as scrumptious as a raspberry crème brûlée. The San Francisco bureau chief for Paris-Match sent a wire to their main office as the headline. Saying, “the telltale heart-ress keeps every heart beating in the Fairmont hotel, tonight.” Life Magazine wrote, “Queen