Reference no: EM132916728

The first day when we checked in, we found two luggage that belonged to others. It took the hotel more than 30 minutes to resolve this.

On the second night, 4 strangers were loitering outside our room. There was no security at sight and when we made our way to the concierge to report this, this matter was poorly dealt with. The security personnel merely made some calls told us that he has checked the CCTV and the strangers were gone and told us just to call the operator if anything happens. This made us feel very unsafe. If in the event something really happened, it would be too late! We were also told if we felt uneasy, we should just get a room replacement. Yup, instead of investigating the source of the problem, just chuck it one side. Well-played indeed.

On top of that, the facilities were outdated. The showers take very long to heat up, the fridge was faulty and the air conditioning took a long while to get cool. The TV was outdated and there were no toothbrushes! The front office staff also demonstrated unsatisfactory attitude and lack of hospitality knowledge. Even 3 stars hotel elsewhere fare much better!

Stay here if you want to have bad facilities, walk long distance to get from East & West tower and have suspicious character s loitering around!"

QUESTION 1

Analyse and evaluate the service problem(s) encountered by the customer presented in this case study. Referring to the SERVQUAL Model by Parasuraman, Zeithmal and Berry (1994), categorise each of the service problems into the appropriate dimensions.

QUESTION 2

Assuming you are the Customer Service Manager of that particular hotel, identify how you would address the problems mentioned in Question1. What type of service recoveries that you would have taken to solved the service failures?

QUESTION 3

Devise and come up with strategies on how to prevent the service breakdown of happening again in the future. Your recommendations must reflect the service failure that you have identified in Question 1.