The resort offers a lower quality of food and services which were ranked poorly at 26D and 14F and, 27D and 19F respectively. Furthermore, the resort has a poor advertisement strategy where the advertising brochure shows guest dressed in suits and formal dresses when a majority of them dress in casual clothing while at the hotel. Furthermore, there is weak enforcement of resort policies such as restricting men wearing jeans. Other problems faced by the resort are unskilled labor force which forgets orders, mix up guest laundry and writing down of wrong numbers for international calls.
Majority of the guests visit for pleasure that is, 54 and therefore the resort should remove the policy requiring guests dress formally. Furthermore, it should also train or hire qualified staff to perform the job functions at the resort. This decision is likely to increase service efficiency, the value of the resort and improve the quality of food and services offered. In turn, this would help in enhancing the resort’s overall score at B and above while reducing the scores below B.
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As the resort manager, I would focus on training and or hire qualified staff in a bit to raise the overall score of the hotel. I attribute this to the fact that most of the areas the resort has scored poorly such as food and service quality, restaurant value, efficiency, appearance, room value and exterior appearance of the hotel are dependent on the skill level of the employees. Training them shall sharpen their skills and shall act as a motivation to their performance thereby helping in improving the resort’s overall grade from C to F TO below 28.9%.
Implementation of the training and or hiring employees will help in increasing the resort’s overall score of B and A to above 71%. I attribute the increase to improvements in the areas the resort was exhibiting poor performance while specializing on the regions it was performing well such as public areas of the hotel 61, everything working in the rooms 71 and friendliness of the staff 83.
