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 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
Regal Carnation Hotel (Guam) Case Analysis Case Introduction The island of Guam is an unincorporated territory of the United States located in the Philippine Sea. Ruled by the Spanish until 1898, Guam was ceded to the United States and briefly occupied by Japan between 1941 and 1944. Of strategic significance during the Second World War, more than 18,000 Japanese and 1,800 U.S. marines died in the U.S. retaking of the island. Following the war, the Guam Organic Act of 1950 provided for
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
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
While visitors to the Island have increased, the occupancy rate for hotels has dropped significantly. The tourism climate had left Regal Carnation Hotel with an opportunity to reinvent or reposition itself among their competitors in Guam. The Regal Carnation Hotel has many internal issues to overcome as poor customer service, poor management, and poor property upkeep. Overview of Key
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