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

Key Issues:
1) Management/Customer Service
2) Website Content
3) Lack of return visitors (distance, target audience)

With Steve’s background in Management he felt that he would be able to offer some important insights in these three areas that would allow the hotel to make much needed improvements.

Management/Customer Service

There were many opportunities for improvement in both customer service and from a management standpoint as well. Initially upon their arrival to Guam the hotel failed to remember a scheduled airport pick up. It was only be accident that they ran into the front desk manager of the hotel who was there picking up another guest, this in turn would lead to an additional 45 minutes of wait time. McKenzie noticed that the front desk manager was utilizing his personal vehicle rather than a company vehicle; this may have been a bad omen for the rest of the stay.

Upon the McKenzie’s arrival to the hotel they encountered another incident where customer service was not delivered. With more than enough employees to help them check-in to their hotel room, it still took 25 minutes to do so (Kayalar). The employees at the front desk were young, untrained Japanese interns who only knew basic English. Having inexperienced staff and no