Question

You have recently been promoted to General Manager at Creekview Lodge, a 50 room hotel in Gatlinburg, Tennessee. You started working at the lodge in high school in the restaurant and after college, returned to Creekview as one of the assistant managers before being promoted to hotel manager. Recently, a 200-room hotel opened not far from Creekview Lodge, and although Creekview still maintains near 100% capacity there has been quite a bit of turnover. More than ten employees left to work for the larger hotel which boasted higher pay and better health insurance.

You were informed this morning by the front desk team that the latest customer survey results show a drop in the satisfaction rating for guest room cleanliness. The current report indicates that 73% of guests responded “completely satisfied”, 12% responded “satisfied”, 10% responded “neither satisfied nor unsatisfied”, and 5% responded “unsatisfied.” The housekeeping staff lost four employees to the new hotel, so although disappointed, you aren’t surprised by this news. Still, you could not remember a time that the hotel had received such a low satisfaction rating.

As manager of Creekview Lodge, what is your next step in addressing the problem?

A)Take immediate action and require that all rooms be inspected by the hotel manager (you) or an assistant manager before being made available to customers

D)Review the standards of performance and compare to current performance

Answer 1

As a manager of Creek view lodge my immediate next step in addressing the problem would be-
Option A-
I would take immediate action and require all the rooms be initially inspected by me and later on, I would assign the assistant manager that he would make proper inspection before handling the room to the customers .The issue of cleanliness should be in high priority and any type of cleanliness issues would not be tolerated. Hospitality is a sector in which the prime focus is always to be laid on customer service. If the customer is facing any type of issues those need to be resolved immediately. Whether it be related to cleanliness or room service. If the customer is not satisfied he has the option of immediately change the hotel which will generate loss for the the hotel.
As a manager of creek view lodge I would focus not only on customer satisfaction but on customer delight. This is the word which is coined by Philip Kotler in his book marketing management. If the customer is delighted he would recommend the hotel to other customers. This process will slowly produce word of mouth publicity and the customers will keep on coming back to the the hotel.
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