Question

Service Quality at the Remington Hotel Day One Madeline Lewis had recently transferred to the Remington Hotel to improve the level of service quality. She had been with the company for five years and had been quite successful in improving the level of service quality at the two previous hotels to which she had been assigned. Madeline knew that the Remington was going to be a real challenge. The mix of business was 60 percent individual transient guests and 40 percent group business. Of this group business, about one-third consisted of motor coach tour groups. On her first day on the job, Madeline witnessed quite a sight. There was a line of about 20 guests waiting to check in when two motor coaches arrived, and more than 80 additional guests and guides walked into the lobby to check in. Needless to say, the two front desk agents had a look of terror in their eyes as they worked diligently to process the registrations for those waiting to check in. Some 40 minutes later, everyone had been checked in, but the general manager said to Madeline, "I'm glad that you are here, we need to work out a better system. Let's meet for lunch tomorrow to discuss your initial ideas." Madeline had just picked up a pen to start brainstorming ideas to present to the general manager when a guest approached her desk. "Hello, my name is Britt Spencer, and I stayed at your hotel last night with my family. We really did not have a good experience, and I want to tell you about it. I want to make sure that this does not happen again, to me or anyone else." Mr. Spencer then proceeded to tell Madeline his account of the events. "I was traveling with my wife and our son, who is four years old. Our connecting flight was delayed, so we did not arrive at our final destination until 10:00 p.m.The Remington had an advertised check-in facility at the airport, and I

Answer 1

Q 1. Bases on Day 1 Conversation with Mr. Spencer, Madeline has to improve lot of things in the hotel.

I am clearly explanining the service gaps with taking expamles of day 1 incident

• Though hotel has airport booking facility, they have not opened for the day - it means clearly showing service gap of the hotel. Because for everyone it is a good business standard to prior book rooms at airport itself
• There was a long que for registration process - it shows that they were not using proper people which used to register fastly/ not using good software to register. There is a big gap of standards of the hotel
• In the middle registrations front desk employee went out - it mans administration was not good
• After registration process Spencer's faced a problem of non availability of staff to carry lugage - it clearly shows that they have not fully arranged staff fo the guests to serve
• After reaching the room by mis communication the employee gave wrong key to Spencer's, it clearly shows they have not prepared correct data.

By all the above for Day 1, Madeline has to correct the staff, give guidilines about their roles and responsbilities. Maintain correct data, discipline staff and most importantly motivate team

Q2. based on the second day report given by mangaer to Madeline - They have lack on Assurance as per ratings.

The Assurance to customers have to improve on priority base as it was the least rating given to hotel.

On all 5 ratings assurance to customers was least. Hence Madeline has to put more concentration & priority for this along with other ratings too

Q3. On observing the customer expectations only Assurance meet the ratings. Hence as per my above words mentioned, they have to concentrate all the parameters as if it meets expectation rating - it dse not meaan that they customers were fully satisfied, we have to monitor day by day and have to maintain balanced ratings.

Q4. Madeline has to make sure that the most imprtant thing is to maintain were standards of the hotel

• Along with maintaing ratings, customer satsfaction was most important
• Employee dedication also most impirtant
• Most important thing was not to wait custimers too much time

Byy considering all the above Madeline can overcome all the problems of tte hotel facing & she can put hotel in a good position