The purpose of this assignment is for you to relate concepts you have learned about Customer Service and Service Recovery to a case study scenario. Within the assignment description below are several questions for you to consider while reading the case. You will summarize your findings in a 4-5 page paper (double-spaced, 12 pt font). Please format according to APA Style Guide, 6th ed. (excluding the title page, abstract and running head). In your paper, you will include an introduction to the assignment and to the hotel in the case study. Next, you will summarize the case as if the reader is unfamiliar with the case, including information you found interesting from the questions below. Next, you will summarize one or two service failures that you think are key issues in this case. Next you will provide recommendations to the hotel team in the case regarding how they can improve their performance. Please use at least two sources to support your recommendations. And finally, you will provide a concluding paragraph. Per APA guidelines, include in-text citations and Reference page. Cite ALL sources.
As you are reading the case, please ask yourself the following questions:
1, How might Steve have been better prepared for his role as assistant manager?
2, What were the service failures that occurred throughout the case study?
3, How would preparation or experience have helped Steve handle the situations that occurred Saturday night?
4, Which group do you believe is more important to the Spring Grove Hotel, the wedding reception or the marching band? Why?
5, What planning decisions could have been made prior to Saturday evening that may have helped eliminate the service failures that occurred?
6, What service recovery efforts could be made to appease both groups? In the era of social networking, consider how the hotel could be impacted and how managers might address this.
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