Saudi Morocco Case Study - Management Assignment Help

Assignment Task:

Task:

CASE DESCRIPTION

The case discusses how a hotel, Panam Classic breached a hotel guest privacy by releasing pertinent and confidential information to an external individual. Even though the hotel invests in guest satisfaction and employee training, inappropriate communication, and inadequate training led to a breach of its guest’s privacy. This resulted in guest dissatisfaction and could have led to legal problems for the hotel. The hotel had to evaluate its policies, guest privacy as well as assess its training programs and its communication within the organization. The hotel is now task with doing service recovery, in a bid to uphold its reputation.

THE REAL ISSUE

Saudi Morocco requested and arrived at the Panam Classic Resort self-chauffeured a day prior to the start of the conference and two hours ahead of the normal check-in time. He wanted to avoid the crowd, hustle and bustle, and long lines that can become the norm at the front desk during check-in hours. His companion and close friend, a female business icon, met him in the lobby of the resort, both under heavy disguise, including hats and sunglasses. Mr. Morocco handled the check-in process and paid the hotel bill to ensure the anonymity of his guest/companion.

Questions to be answered:
Question 1

Assume you are the manager that Mr. Morocco aired his complaint to what would be your first response? What guarantee would you give? (10 marks)
Question 2
Do you believe Panam Classic can recover from this situation? If yes, please describe strategies you would put in place to protect your guests’ privacy and protect your business.?
Why would the service recovery be important? (10 marks) Question 3
Do you believe that ineffective training had a role to play in what happened at the hotel? If so, discuss the importance of having employees who are effectively trained? What are some procedures hotels and other organizations can devise to ensure that employees are aware of and practice of pertinent standards and policies? (10 marks)

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