1.) How can the management specifically improve the stewarding process at The Phoenician? Using the information provided, create a flowchart illustrating the new process.

2.) What are the benefits that the POI program can bring to Starwood? Can these benefits be extended to other processes and properties within the Starwood system?

3.) Of the seven mistakes, organizations can make when managing processes (see the last section of this chapter), which ones might Starwood be most at risk of making? Why?