Case Study on a Hotel
| Case Study Analysis 2012 | 2216HSL Rooms Division Management | | HUNSD1202 Samuel William Hunter | Due Date: week 9 |
Tutor Name :Lesley Thomson |
Contents
Introduction 2
Identification of key Problems and Issues 2
Literature Review 4
Transcript Analysis 7
Recommendations 8
Conclusion 10
Reference list 11
Introduction
This report is an overview of QIBT hotel and its numerous issues and problems that have occurred recently in the front office department. QIBT is a 5 star hotel with 560 rooms and is the first luxury hotel built in Tel Aviv, with this type of status and due to it “causing quite a stir in the local accommodation and catering scene” it should have a high level of both intangible and tangible services, however this is not the cause in the front office department, with complaints occurring from customers, a high turnover, employees and customers arguing and looking unhappy, this report analyses these problems as well as lists numerous recommendations that can be used to improve this department and help this Hotel have Total Quality Management.
Identification of key problems and issues
Below are the problems that must be address in the front of office department , the underlining problems are the major issuing that are of main concern that need to be addressed immediately.
Simon Problems: * Simon only has experience from Hotels with only 80 or fewer rooms * Simon is not use to the different cultures and personalities and therefore does not know how to handle/sell and teach he’s employees how to engage these cultures * Simon is too naïve and ignorant as he does not believe in any way that the problems could be due to he’s management * Simon runs a bureaucratic management system and is too power stricken which may be the wrong style for the QIBTs front of house. * Simon does not have employers respect for example Simon only does easy jobs which results in he’s employs’ thinking
Tutor Name :Lesley Thomson |
Contents
Introduction 2
Identification of key Problems and Issues 2
Literature Review 4
Transcript Analysis 7
Recommendations 8
Conclusion 10
Reference list 11
Introduction
This report is an overview of QIBT hotel and its numerous issues and problems that have occurred recently in the front office department. QIBT is a 5 star hotel with 560 rooms and is the first luxury hotel built in Tel Aviv, with this type of status and due to it “causing quite a stir in the local accommodation and catering scene” it should have a high level of both intangible and tangible services, however this is not the cause in the front office department, with complaints occurring from customers, a high turnover, employees and customers arguing and looking unhappy, this report analyses these problems as well as lists numerous recommendations that can be used to improve this department and help this Hotel have Total Quality Management.
Identification of key problems and issues
Below are the problems that must be address in the front of office department , the underlining problems are the major issuing that are of main concern that need to be addressed immediately.
Simon Problems: * Simon only has experience from Hotels with only 80 or fewer rooms * Simon is not use to the different cultures and personalities and therefore does not know how to handle/sell and teach he’s employees how to engage these cultures * Simon is too naïve and ignorant as he does not believe in any way that the problems could be due to he’s management * Simon runs a bureaucratic management system and is too power stricken which may be the wrong style for the QIBTs front of house. * Simon does not have employers respect for example Simon only does easy jobs which results in he’s employs’ thinking