Regal Carnation Hotel Copy
Problem Statement
The Regal Carnation Hotel in Guam is suffering customer service failures. Additionally, the expectations set forth by Regal Carnation Hotel’s website are not being met.
Hypothesis 1:
There is a level of inequality that exists with respect to how guests are treated based on their nationality. Once Steve McKenzie and his wife arrived at the hotel they were very disappointed by the check in process that was supposed to be very quick and simple. The check in process took 25 minutes and should have been much faster since there were 2.73 employees per guest. The main problem with check in was the young Japanese women working the front desk who apparently were interns who had a very limited knowledge of English. Since McKenzie and his wife speak very little Japanese and are fluent in English this made communication very difficult. It is important that the front desk staff at any hotel be able to accommodate for any nationality, this will only make the check in process much simpler for anyone who speaks a different language. The Regal Carnation Hotel’s customer service failed greatly because of the lack of training and language knowledge of all nationalities. Another problem McKenzie and his wife suffered from was the housekeeping staff pretending to not understand English. When they would ask for items such as blankets, towels, pillows, etc. the staff would act as if they didn’t speak English even though McKenzie overheard them speaking English in the hallways. At the Regal Carnation Hotel it is apparently not important for the housekeepers to be polite to the guests and pretending to not understand English so they won’t have to help a guest shows another level on inequality towards some nationalities. One of the highlights that McKenzie and his wife were looking forward to was the complimentary breakfast offered by hotel. After using the facility the first day and finding the buffet emptied of most items they were very disappointed. It
The Regal Carnation Hotel in Guam is suffering customer service failures. Additionally, the expectations set forth by Regal Carnation Hotel’s website are not being met.
Hypothesis 1:
There is a level of inequality that exists with respect to how guests are treated based on their nationality. Once Steve McKenzie and his wife arrived at the hotel they were very disappointed by the check in process that was supposed to be very quick and simple. The check in process took 25 minutes and should have been much faster since there were 2.73 employees per guest. The main problem with check in was the young Japanese women working the front desk who apparently were interns who had a very limited knowledge of English. Since McKenzie and his wife speak very little Japanese and are fluent in English this made communication very difficult. It is important that the front desk staff at any hotel be able to accommodate for any nationality, this will only make the check in process much simpler for anyone who speaks a different language. The Regal Carnation Hotel’s customer service failed greatly because of the lack of training and language knowledge of all nationalities. Another problem McKenzie and his wife suffered from was the housekeeping staff pretending to not understand English. When they would ask for items such as blankets, towels, pillows, etc. the staff would act as if they didn’t speak English even though McKenzie overheard them speaking English in the hallways. At the Regal Carnation Hotel it is apparently not important for the housekeepers to be polite to the guests and pretending to not understand English so they won’t have to help a guest shows another level on inequality towards some nationalities. One of the highlights that McKenzie and his wife were looking forward to was the complimentary breakfast offered by hotel. After using the facility the first day and finding the buffet emptied of most items they were very disappointed. It