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Service Quality at the Excelsior Hotel

What steps should Kristen recommend to the general manager?

User Esastincy
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1 Answer

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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.

User Akshat Goel
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8.4k points
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