Royal Hotel
Royal Hotel
The Royal Hotel faces issues typical of any hotel. Customer service and aesthetics are the cornerstones the hospitality business and if they are lacking in anyway, patrons will find other hotels that better suit their needs. The Royal Hotel GM sees the recent events as unacceptable and is attempting to correct the problems and ensure they do not lose customers to competitors by hiring the firm that Blake works for. Blake will attempt to solve the problems of the hotel by installing a Rapid Response program that will be aimed to correct problems before they affect the guests of the hotel. The program offers the company a solution to the problems they face as it will use rapid response, quality control, preventative maintenance and reporting. Blake had helped to install the system but was called away before ever got to put his personal touch on the implementation and roll-out of the new system. Because he was not around to personally oversee the system implementation, the system is not being utilized by the employees and Blake must attempt to rectify the situation that he had thought he already solved. He must rectify the problem that was created by Jack not following through the way he needed to, the employees not utilizing the software and management’s inability to enforce the system usage. The Royal Hotel is in their current situation for a variety of reasons. The initial problem before the new system implementation is there seems to be a lack of quality control and a lack of accountability for the employees and management. If there is a problem with a room it is not taken care of prior to guests staying at the hotel. There is a disconnect between the management of the hotel and the employees in their specific duties for the hotel. If a housekeeper sees a problem, they do not always inform the proper people and even when they do, there is no documentation of the problem and the problem is not always solved before it is already too
The Royal Hotel faces issues typical of any hotel. Customer service and aesthetics are the cornerstones the hospitality business and if they are lacking in anyway, patrons will find other hotels that better suit their needs. The Royal Hotel GM sees the recent events as unacceptable and is attempting to correct the problems and ensure they do not lose customers to competitors by hiring the firm that Blake works for. Blake will attempt to solve the problems of the hotel by installing a Rapid Response program that will be aimed to correct problems before they affect the guests of the hotel. The program offers the company a solution to the problems they face as it will use rapid response, quality control, preventative maintenance and reporting. Blake had helped to install the system but was called away before ever got to put his personal touch on the implementation and roll-out of the new system. Because he was not around to personally oversee the system implementation, the system is not being utilized by the employees and Blake must attempt to rectify the situation that he had thought he already solved. He must rectify the problem that was created by Jack not following through the way he needed to, the employees not utilizing the software and management’s inability to enforce the system usage. The Royal Hotel is in their current situation for a variety of reasons. The initial problem before the new system implementation is there seems to be a lack of quality control and a lack of accountability for the employees and management. If there is a problem with a room it is not taken care of prior to guests staying at the hotel. There is a disconnect between the management of the hotel and the employees in their specific duties for the hotel. If a housekeeper sees a problem, they do not always inform the proper people and even when they do, there is no documentation of the problem and the problem is not always solved before it is already too