Product details

The Roccoco is an upscale boutique hotel located in Manhattan. Despite its luxurious surroundings, the hotel is experiencing high levels of guest dissatisfaction. The results from an in-house satisfaction survey and a mystery shopper''s report indicate that the level of service quality provided by the hotel staff is inconsistent. High management turnover has caused organizational problems. Front-line employees, in particular, lack guidance on how to deal with dissatisfied customers. The competitive situation in the New York City market is fierce. Due to financial pressures caused by the hotel''s capital structure, decreasing room rates to drive up demand is not an option. The management team is, therefore, faced with the challenge of bringing the level of service quality to par with its competitors in the luxury hotel category.