Reference no: EM132817489
Your department, Housekeeping, has been appointed to resolve a serious guest satisfaction problem at the Fairmont Empress Hotel in Victoria, BC. Guests have been arriving at the hotel to find out that their rooms are not ready for check in.
Consumer insights analyst, J.D. Power and Associates (an organization that surveys customer satisfaction for Accor Hotels), has indicated that this is the number one guest complaint for the Fairmont Empress Hotel.
The Hotel's General Manager has asked you to investigate this issue and to come back to the executive committee with a recommendation on how to improve this situation.
The details:
The Fairmont Empress: https://www.fairmont.com/empress-victoria/
Check out time is 12 noon. | Check in time is 4:00 p.m.
Guests of the hotel are a combination of convention, tour, government, and leisure.
Due to the location of the resort, many guests request late check out to take advantage of all the hotel amenities and local attractions (whale watching, museums, hotel spa, art galleries, etc.).
Assignment Requirements:
- You must make report for the executive committee.
- You review various solutions to this problem.
- You are expected to make a final choice about what will be done.
- You are expected to give your reasoning why you think it is the best option, including why the other options would be less effective.
- In discussing your solutions, you must include the potential impact on: revenue, costs, and human resources.
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