Question: CASE STUDY Ensuring guest satisfaction at the AC Hotel and Resort. AC Hotel is operated by a major hotel management corporation. To ensure guest satisfaction,

CASE STUDY

Ensuring guest satisfaction at the AC Hotel and Resort. AC Hotel is operated by a major hotel management corporation. To ensure guest satisfaction, 300 survey forms, each containing sixty five questions are mailed to guests each month. Normally about 50 percent of forms are returned. The hotel company categorizes the guest satisfaction scores obtained into coloured zones with green being the best, then clear and yellow and red being the worst. Scores can be compared with those of equivalent hotels. The most recent survey indicated a significant decline for the hotel with scores in the red zone. Guests concerns were in the following areas; Front office agents untidy attires, slow check in, poor service received, poor customer service.

Question

What should the Manager of the AC hotel do to ensure guests satisfaction scores are back into the clear or green zones?

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