Mandarin Oriental Hotel Case Study
Taking into consideration the problems faced by the two guests it can be clearly stated that the chief reason behind all this is poor or lack of proper management. The first incidence showed that the hotel is more interested in their own profit instead of offering customers best services at the price within their budget. The second incidence showed lack of proper communication and carelessness of the staff of the hotel. The staff should at all time make sure that the customers are provided with the right information and incase there is any change in charges etc. it should be immediately brought to customers attention. The third incidence also showed lack of carefulness, attentiveness and resources as they failed to meet the needs of the customers i.e. by not providing them with a complementary umbrella.