The Case Of Mount Rundle Hotel

Hypothesis 1: It might be that Boston Pine Street Inn's organizational structure was not structured enough.

The George Hotel is a controversial project that will bring much needed rejuvenation to a lacking lower Gibsons. The George though being battled by many will bring much needed employment opportunities to the sunshine coast. This expansion to our waterfront will also bring with it a boost in tourism and keep the bustling culture of lower Gibsons alive.

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 something in return, knowing he may be able to make improvements on future travelers was motivation enough.

This place began as the Windsorlorrine Hotel around 1925 and was later known as the Marquette Hotel. In 1945, Walter Bailey purchased it and renamed it for his wife Loree. During the era of segregation, Walter Bailey ran the motel as an upscale lodging place that served black clients. He added a 2nd floor. He added a swimming pool. He also added a access for more room on the south side of the complex. He then changed the name from Hotel to Motel. There were many famous musicians who stayed at that hotel. Martin Luther King was assassinated in Room 306, so he took out room 306 and 307 from being used. He turned those two room into a memorial to the leader. Hours after the assassination, Bailey’s wife had a stroke and died 5 days later.

Overall, the most satisfactory encounter for me was the East Coast Car Rentals experience. In my opinion, as a hotel, out of hospitality, customers deserved the tangible services. In contrast, the solutions of the heterogeneity impressed me most in East Coast. Such a good service recovery, I felt tangibles, reliability, responsiveness, competence and courtesy. I forgot the service failure because of this good service recovery. I was extremely likely to go back to this service firm and recommend to other friends.

The Bellevue-Stratford hotel article discussed a case of sicknesses caused by Legionella bacteria. The doctors treating the people didn’t know what was the cause, but scientist collected samples from that patient’s lungs. Upon initial review, nothing conclusive was found from the lung samples, but months later a cluster of red rods was found that was overlooked the first time. This taught me that it is so, so import to double check your work and be thorough with your job. I also learned that air flows through a city differently than I thought. While reading the article, I understood that the disease wasn’t spreading but I kept wondering why if it was related to the air. It just seemed like it should spread. I learned that the bacteria were

The Portman Hotel was built with the intent of being a 5 star hotel that provided superior service to its guests. This superior service centered around a business plan that was based on Asian standards of hospitality.

This case analyses Prof. McPherson’s service experience with respect to two Airline carriers, which was not expected in this age of Network and Information Technology and also the service level expectations from the customers. First we analyze the setting/situation, issues Prof. McPherson experienced and his assumptions; and then try to address them. The bottom line: addressing such situations would improve efficiency, customer loyalty, brand name and increased profits

One of the very important techniques that I learned on this book was the power of word of mouth. Basically when a group young adults went for a trip, they makes sure that everyone will have an awesome trip and when they came back they will tell their friends and relatives about their experience. They will spread the word on how amazing the experience they had on the trip. They will talk about what attractions they’ve seen or where they went in Europe or what activities they did. At this point, when other people heard about their great feedback for the trip, it will give a huge interest to other people. For me personally, if my friend went to that trip and told me that she had a really great time on the trip, I would definitely book on that trip too if I want to travel. It will give me an interest and it shows that I can trust the company because they had a really great customer feedback. Another thing is to treat the passenger’s complaints seriously no matter how big or small it is because you’ll never know what could happen and it could possibly affect the whole company. Make sure you identify and diffuse any issue before it becomes a major. Because if you didn’t solve the problem, it doesn’t only affect the company but also the customer’s loyalty and trust which is very important for a business. When you make sure that you satisfied their needs even though you made a mistake, you can solve it earlier or later before it gets

“Dave Sinclair vice-president of human resources at Blue Mountain Resorts, on December 2, 1999, was looking at his service quality program by introducing three new proposals to the company executive team on Monday December 5th” (Analysis of the Case, Campbell). “Blue Mountain had been using the service quality program for the past nine years, and has improved their service rated by the customers every year. The three proposals that Dave is reviewing are ways to enhance the customers experience at Blue Mountain Resorts by making it easier to navigate and reduce stress” (the BMR official cites). As Dave analyzed the three proposals he saw that they were a very logical continuation of the service quality program that he

Cindy is the director of human resources. She has been a working member of the

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

There is very poor customer satisfaction, service and focus. The client realised that the project was in trouble and requested that the division general manager and his entire staff visit the customer’s plant for progress and a ‘get well’ report. Instead the division general manager sent Reichart, the project manager, and four line managers to visit the customer. The situation deteriorated to such an extent that the customer assigned a representative to Reichart’s department to be ‘on site’ and provide constant updates and problem identifications.

This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that relate to customer complaints in general, complaining as a process, the impact of customer complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest rate of complaints, and handling guest complaints are discussed.