Local case study
Download as PPTX, PDF1 like533 views
The document discusses a hotel located near the Nadi International Airport in Fiji. It is part of the Warwick International Hotels chain and provides accommodation and amenities like child care and facilities for disabled travelers. A survey found customer service was poor, with 60% of respondents dissatisfied in the second quarter. To improve, the hotel needs to focus on differentiation, have more available workers, increase training, encourage total employee participation, and commit to continual customer focus and improvement.
1 of 7
Download to read offline
More Related Content
Recently uploaded (20)
Ad
Featured (20)
Ad
Local case study
- 2. Located amidst landscaped gardens opposite the Nadi International Airport Under the Warwick International Hotels Provides accommodation Facilitate disabled travellers Child Care etc.
- 3. Bias towards customers – Actions speak louder than words. Poor customer service 1st Qtr 40% 2nd Qtr 60% Respondents
- 5. Additional workers should be available Training and development programs
- 6. Customer focused Continual improvement Total participation
- 7. For any organization to be successful, it should be customer focused and have full employee involvement.