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.
文华东方酒店案例研究
考虑到所面临的问题，两位嘉宾可以清楚地表示，这一切的背后的主要原因是贫穷或缺乏适当的管理。先发病，酒店更感兴趣的是自己的利润，而不是向客户提供最好的服务的价格在他们的预算。第二个发病呈缺乏适当的沟通和酒店的工作人员的疏忽。工作人员应确保在所有的时间，客户提供正确的信息和柜面有任何变动费用等，应当立即提请客户注意。第三发病率也表现出细心，注意力和资源的缺乏，因为他们未能满足的需求的客户，即不为他们提供一个互补的伞。
