l. Situation Analysis (25 % }: Case Background In 1983 the initial purchase of the Plaza Inn. by entrepreneurs Andre Bertrand ,Tim Boyle = and a partnership with Antoine Fluri and approximately 20 other limited partners led to the current hotel that stand in Kansas City . Under Pluri's general management the Plaza Inn was voted "one of the ten best new inns " by Travel magazine .It bolstered a loyal clientele of famous diplomats and had virtually no competition for the upscale traveler .Despite the success of the Inn : Fluri decided to sell his share of the Inn to pursue his own restaurant endeavors. This decision led co owners Bertrand and Boyle to hire the servioes of French couple Marc and Nicole Duval to replace Fluri _ Under the management of the Duval couple , the Plaza Inn did not fare as favorably. Plaza Inn's sales and standards deteriorated due to their lack of knowledge and abuse of power . Aer a short tenure with the Duval's that caused long term , damaging eE'ects for the Plaza Inn, Bertrand and Boyle decided to hire David Bart as general manager .Bart has recently received a letter from Jean Dumas ,President of the prestigious Relais 8r. Chateaux , a French hotel aswciatio-n that rates members within its membership program .The president spelled out in so many words that aer the last inspection the service levels of the Plaza Inn did not measure up to the Relais & Chateaux standards .The letter concludes that unless the management of the Plaza Inn submits a plan for guess service improvement and passes the next inspection in six months the Plaza Inn's membership will be withheld .David Bart must now consider what actions he should take in order to improve the Plaza Inn's performance and how the improvements will be implemented