Regal Case Study
The Regal Carnation Hotel, Guam - Case Study
1. Problem Statement * Inaccurate or lack of a clear effective hotel mission statement * Management deficiency (including costumer service quality)
2. Internal Information: Symptoms and Major Symptoms Categories
Major Categories | Symptoms | Deficient customer service | - Lack of follow through on customer requests- Long check-in times- Transportation not available from airport- Transportation not available from airport- Staff appear unhappy - Staff not customer focused - Staff not skilled in customer service or international diversity | Poor amenities/ services | - Two restaurants closed – those left are medium quality and slow service, - Pool dirty/cloudy - Extra pillow not available - Air conditioning not working properly - No beachfront access- Conference areas used for storage- Shopping prices not competitive- No U.S. television- Breakfast bar lacking | Facilities Appearance/ Quality | - Furnishings old- Environment dirty/dusty- Smell of sewer back up- Facility does not look like images on website - Pool dirty/cloudy and smelled of excessive chlorine- Negative first impression | Management/ PR | - Manager close to retirement and wants to return to the North Carolina- No clear staff designation - Apparent lack of structure (uses personal vehicle to pick up customers) - No customer service orientation- Unusual market practices (100% payment required up front)- Inaccurate website- Mixed internet reviews- No mechanism to identify guests’ opinion - No preoccupation to costumers return to the hotel | Resources misallocated | - Nice exercise equipment with apparent no use |
3. Key Issues and Root Causes Analysis
After a close analysis of the symptoms and major symptoms categories, it is possible to affirm that an apparent misalignment with hotel mission statement has been occurring. Possibly, this might be caused due to an imprecise and/ or ineffective hotel statement and to the lack
1. Problem Statement * Inaccurate or lack of a clear effective hotel mission statement * Management deficiency (including costumer service quality)
2. Internal Information: Symptoms and Major Symptoms Categories
Major Categories | Symptoms | Deficient customer service | - Lack of follow through on customer requests- Long check-in times- Transportation not available from airport- Transportation not available from airport- Staff appear unhappy - Staff not customer focused - Staff not skilled in customer service or international diversity | Poor amenities/ services | - Two restaurants closed – those left are medium quality and slow service, - Pool dirty/cloudy - Extra pillow not available - Air conditioning not working properly - No beachfront access- Conference areas used for storage- Shopping prices not competitive- No U.S. television- Breakfast bar lacking | Facilities Appearance/ Quality | - Furnishings old- Environment dirty/dusty- Smell of sewer back up- Facility does not look like images on website - Pool dirty/cloudy and smelled of excessive chlorine- Negative first impression | Management/ PR | - Manager close to retirement and wants to return to the North Carolina- No clear staff designation - Apparent lack of structure (uses personal vehicle to pick up customers) - No customer service orientation- Unusual market practices (100% payment required up front)- Inaccurate website- Mixed internet reviews- No mechanism to identify guests’ opinion - No preoccupation to costumers return to the hotel | Resources misallocated | - Nice exercise equipment with apparent no use |
3. Key Issues and Root Causes Analysis
After a close analysis of the symptoms and major symptoms categories, it is possible to affirm that an apparent misalignment with hotel mission statement has been occurring. Possibly, this might be caused due to an imprecise and/ or ineffective hotel statement and to the lack