Problem 1: A tour operator's annual financial statement shows that it pays 15% of its marketing budget to a UK agency, while only 5% of its customers come from that market.

Problem 2: Guests checking in to a 5-star hotel often have to wait over 20 minutes due to lines at the reception desk.

what are the issues? what problems could this will cause? what are the possible solution? in the context of human resource, financial, and product and markets contexts.