3. What advice would you give to Larraine based on the information you have? ore

Question

3. What advice would you give to Larraine based on the information you have?

ore: ts an adjusthent heeded? Total 85 Case: Scharadin Hotels Scharadin Hotels is a national hotel chain started in hotel bill is left under the guest's door in the early morning 1957 by Milo Scharadin. What started as one upscale hours and, if all is in order, does not require any additional hotel in New York City turned into a highly reputable action on the guest's part. Express checkout is a service national hotel chain. Today, Scharadin Hotels serveswelcomed by busy travelers who are free to depart the over 100 locations and is recognized for its customer hotel at their convenience. However, the increased num- service and quality. Scharadin Hotels are typically ber of billing errors began creating unnecessary delays located in large metropolitan areas close to convention and frustration for the guests who unexpectedly needed centers and centers of commerce. They cater to both to settle their bill with the front desk. The hotel staff often business and nonbusiness customers and offer a wide had to calm frustrated guests who were rushing to the air- array of services. Maintaining high customer service port and were aggravated that they were getting charged has been considered a priority for the hotel chain for items they had not purchased. Identifying the Source of the Problem A Problem with Quality The Scharadin Hotel in San Antonio, Texas, had recently Larraine Scharadin, Milo Scharadin's niece, had recently been experiencing a large number of guest complaints due been appointed to run the San Antonio hotel. A recent to billing errors. The complaints seemed to center around business school graduate, Larraine had grown up in guests disputing charges on their final hotel bill. Guest the hotel business. She was poised and confident and complaints ranged from extra charges, such as meals or understood services that were not purchased, to confusion for the for not hotel. When she became aware of the billing problem, charged at all. Most hotel guests use express check- she immediately called a staff meeting to uncover the the importance of high quality source of the problem. out on their day of departure. With express checkout, the

Explanation / Answer

I will give the following valuable advice to Larraine based on the given case problem:

1) She should restructure the strategic intent for its organization by setting some areas of priority like customer service, providing the promised services and maintain the quality at any cost.

2) She should try to motivate people to accomplish individual as well organizational goals by some great examples of the industry.

3) She makes an immediate meeting with system and information technology head to remove the problems quickly so that none customer might be missed for providing the hospitality services.

4) She should implement an online tracking system for each individual work at the Hotel by checking the footage of CCTV camera, GPS devices, real time Apps etc.

5) She should provide a full training to handle the critical system requirements only to the capable people.

6) People must be given soft skills training, behavirol training, and conflict resolution training etc. to handle any situation where heated argument might be started among the individuals.

7) She must initiate quality awareness’ week, months and fortnightly campaign to ensure highly quality equipped services to its existing and new customers. It will increase the profit margin.

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