Final answer:
Kristen should recommend staff training, a guest feedback system, and a review of operational processes to improve service quality at the Excelsior Hotel.
Step-by-step explanation:
To enhance service quality at the Excelsior Hotel, Kristen should recommend a comprehensive plan that focuses on various aspects of the business that directly affect guest experience. This can include:
- Training sessions for staff to polish their customer service skills and update them on best practices in hospitality.
- Implementing a guest feedback system to regularly collect and analyze customer satisfaction data.
- Reviewing current operational processes and systems to identify areas where efficiency can be improved to ensure a swift and pleasant experience for guests.
Such recommendations should be aimed at establishing a culture of excellence and attention to detail that will lead to consistently high service quality at the hotel.