Question

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Yuki Shinoda manages her hotel’s marketing department. Recently, the sales staff has noticed a drop in return guests. Careful inspection of the newly renovated property showed no evidence of any problems there, and interviews with members of the sales staff have not produced any good leads toward solving the problem. At the suggestion of the general manager, Yuki began observing staff members who dealt directly with the customers. Soon the problems became evident. Even though the front desk staff was operating efficiently and each staff member was performing his or her job as required, the customers checking in and out seemed uncomfortable and hurried. More observation in other areas of the hotel confirmed her suspicious that guests were not really feeling at home among staff members. Although subtle, the interactions between guests and customers seemed strained. Further observation and conversations with the personnel director convinced Yuki that the drop in repeat sales was in part due to the poor interactions between the staff and guests.

Discussion Questions
1. What are the factors involved in the drop in return guests?
2. How could the hotel reach those guests who had stopped returning?
3. How might Yuki benefit from having both a formal education in hospitality and work experience when solving this problem?

Answer 1

Answer:

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