Case Study 1: Guest Satisfaction at the Convention Center Hotel
Week 3
Irene Garcia Vilardosa
HOSP582 Survey of Hospitality Management
Dr. Pratt
Introduction In order to be successful in the market it is not sufficient to attract new customers. Managers should also concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry, customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable.
Problems with front office
In order to solve the customers dissatisfaction issues related with check in and check out, Frank should take into account the reservations and have more employees working at front desk when the number of reservations is higher so they do not have to be waiting for a long time.
During major arrivals and departures days, the staff has to be increased so that the guests are quickly addressed and they can continue with their trips or business without wasting too long.
Problems with housekeeping
When dealing with a situation as described in which rooms are not ready, there are usually two possible options to consider. Either the housekeeping staff is not enough considering the number of rooms for a particular hotel or the housekeeping department is being inefficient and it is not working the way it should.
It takes around 30 minutes to clean a room, on average. Frank should check how long housekeeping is taking to do so and choose the solution according to that. If housekeeping are working efficiently, then it means he needs to put more people in the morning shifts to get
