SQUIRE GROUP OF HOTELS CASE STUDY

The Squire’s group hotel has been doing good performance wise, even though it has several issues. The rooms department is actually executing well because of the hotel becoming continuously maintained at higher occupancy levels. Nevertheless, the food and also beverage part of the hotel group is not completing the task effectively. This is certainly pointed out by the Restaurant Manager, Elizabeth Dickens, just who says the fact that she actually is compelled by higher management to lessen expenses which consequently tend to be influencing her restaurant to the level that she actually is losing customers. These are generally excellent methods of any hotel's performance. The complaints program is inadequate that makes being able to access customer fulfillment very hard, which makes it challenging to measure exactly how the company does regarding trying to keep customers pleased. The organization nevertheless is attempting to boost their own place within the market as well as continuously trying to attain a top quality associated with services, nevertheless with no real proof they are attaining these objectives via feedback through surveys or even feedback coming from customers, it is difficult to gain access to this particular apart from to state that actually they are succeeding because of the undeniable fact that occupancy at their own hotels is definitely higher. Also, Is actually the senior administration ‘away from reality’? Senior administration made judgments based on Restaurant Manager, Elizabeth Dickens that has triggered customers to take their particular company elsewhere. She signifies the fact that senior supervision is actually ‘away from the reality' and they aren't addressing customer demands as well as needs. They usually are not really focusing on trying to keep customer pleased instead they are simply interested