- Instructions:
Scenario:
The Landmark is located in downtown Auckland, in the centre of the business district. It is a 4 star rated hotel, with a largely business clientele most of whom are between 30 and 45 years old. The building is older, does not have sea views but is close to most of the important business locations and has easy access to the Viaduct and the new restaurants at North Wharf.
Dave Smith, the General Manager of the Landmark Hotel Auckland, looked over his daily reports again and sighed. The hotel was not making the RevPAR targets set by Head Office and had recently lost several business accounts. Dave also thought that the rate of repeat bookings, very important to his downtown hotel, had dropped in the 3 months he had been General Manager. Dave knew that the guests were unhappy about something but he had no idea what.
Trying to distract himself, Dave flipped to Hotel News Now looking for articles on improving guest satisfaction. He found http://www.hotelnewsnow.com/Article/14155/8-ways-to-improve-guest-satisfaction (see copy and link on Moodle). He read it eagerly and scanned a few other articles before coming back to the problem at hand.
The marketing team currently had responsibility for managing the social media presence but weren’t brilliant at telling Dave what they were doing. The number of guest feedback forms were also declining all the time and with more and more guests using express check out, Dave didn’t even get a feel from comments from the front desk team. Dave wanted to know more and figure out what steps he could take to get more information to the right people and to keep his guests happy.
Being a busy person Dave looked down the list of staff to find someone to give the job to and his eye stopped on the name of the bright new graduate from Whitireia that had just been hired. “Great” he thought as he printed off a copy of the article “I’ll get them to work through the steps and figure out what we should do!”
You are working on the front desk and have just finished checking in a guest when you look up to find a grinning General Manager standing in front of you. “Hi” he says “could you do something for me…”
Tasks:
This assignment has two parts, Part A and Part B. Do not use the questions or figures from Part B in Part
A.
Part A
Read the scenario above and the article in Moodle (in the Assessments area). Write a report addressing the eight steps to improve guest satisfaction for the Landmark hotel. Your report will need to:
Explain why guest satisfaction is important to the success of the hotel.
Give examples of best practice from other hotels.
Give theory and justification from the academic journals. You will need at least one academic
journal article for each area.
Part B
Using the Guest Survey spreadsheet given to you, under Assessments on Moodle, you are to analyse the data given which is based on a subset of questions from a hotel guest survey.
You must:
o calculate the mean, median and mode along with the standard deviation
o provide definitions for each of the measurements you use
o as well as reporting what the figures are, you must discuss what they mean for the hotel
o recommend actions to address any problems you identify
o give theory to support your recommendations.
You will need to support your work with research from the academic journals as well as your textbooks.
You need to have at least 12 journal articles overall for Part A and B. You are also expected to cite at least 4 hotel websites, newspaper articles or articles from industry sources such as Hotel News Now for examples for Part A.
1500 words
