211429310 Mouont Rundel Hotel Banff Cas
Case Study: The Mount Rundle Hotel Banff
Background Information
Banff, a resort town with a population of 6,700, and one of Canada’s most popular tourist attractions, is the largest town in Banff National Park in Canada. Suited at 4,800 feet, it is the highest elevated town in Canada and is surrounded by Mount Rundle, Mount Norquay and Sulphur Mountain. Banff National Park sees an influx of four million tourists every year, and brings more foreign tourists than anywhere else in Canada. A large number of employees working in the hospitality sector are from different nations as a result of the employment market being very tight. The Mount Rundle Hotel, belonged to the Encore Hotels Group and had 65 well-furnished rooms. The hotel priced itself at the upper end of the price spectrum.
Issue statement
The main issues in this case are failures in customer service delivery and unsuccessful recovery actions. This service delivery failure escalates into a major problem and full-fledged confrontation between hotel management and the customer (Steve McKenzie).
Symptoms:
1. High-end hotel but with poor room service. Housekeeping staff playing catch football in the hallways. No one helped the customers to carry their luggage. Room hadn’t been cleaned, it was usually improperly stocked, or not stocked at all.
2. High-grade decoration but with unreasonable design. Hotel’s in-house restaurant is under customer’s room, which makes the room smelled like bacon and eggs. There are two superfluous stairs that led to the room. As a result it is not convenient to walk or carry up luggage.
3. Bad problem solving and communication skills. The hotel charged the customer’s credit card without any authorization. After corresponding numerous times, the hotel still didn’t give any solutions and refused to budget even an inch.
4. There are problems in room reservation services. Lack of communication between Expedia and hotel. The customer booked
Background Information
Banff, a resort town with a population of 6,700, and one of Canada’s most popular tourist attractions, is the largest town in Banff National Park in Canada. Suited at 4,800 feet, it is the highest elevated town in Canada and is surrounded by Mount Rundle, Mount Norquay and Sulphur Mountain. Banff National Park sees an influx of four million tourists every year, and brings more foreign tourists than anywhere else in Canada. A large number of employees working in the hospitality sector are from different nations as a result of the employment market being very tight. The Mount Rundle Hotel, belonged to the Encore Hotels Group and had 65 well-furnished rooms. The hotel priced itself at the upper end of the price spectrum.
Issue statement
The main issues in this case are failures in customer service delivery and unsuccessful recovery actions. This service delivery failure escalates into a major problem and full-fledged confrontation between hotel management and the customer (Steve McKenzie).
Symptoms:
1. High-end hotel but with poor room service. Housekeeping staff playing catch football in the hallways. No one helped the customers to carry their luggage. Room hadn’t been cleaned, it was usually improperly stocked, or not stocked at all.
2. High-grade decoration but with unreasonable design. Hotel’s in-house restaurant is under customer’s room, which makes the room smelled like bacon and eggs. There are two superfluous stairs that led to the room. As a result it is not convenient to walk or carry up luggage.
3. Bad problem solving and communication skills. The hotel charged the customer’s credit card without any authorization. After corresponding numerous times, the hotel still didn’t give any solutions and refused to budget even an inch.
4. There are problems in room reservation services. Lack of communication between Expedia and hotel. The customer booked