Operation Service There Are Several Data Analysis Chapter

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b)

Given the added consternation to staff and the real potential for decreased customer satisfaction when a rental r official reservation policy is put in place, it is recommended that the resort simply go back to a first-come, first-served basis for the palapas, perhaps with guidelines established for leaving the palapas (e.g., guests who leave a palapa unoccupied for more than an hour forfeit their claim to the palapa, even if they leave their belongings there). This will ensure a greater availability of palapas by making day-long holdings more rare (people that pay to rent them for a full day will likely not relinquish them) and provides a clear and fair means for access to the palapas. There will still be complaints, but as the resort will not be involved in assigning palapas customer satisfaction with the resort should increase overall.

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c)

Hotels can implement lean methods by only providing those services that are truly demanded by their customers, and ensuring that added-value elements actually generate increased revenue without causing undue costs in either time or direct financial resources. Tracking customer requests and complaints will allow a hotel to adjust based on changing needs without implementing programs on a "just to see" basis, which appears to have happened in this case. Being pro-active is ideal, but guessing what customers will pay or what outcomes will be is an ineffective way to practice lean management. Staff responsiveness and limiting resource provision to the actual needs and demands of guests is essential for any hotel operation, and maximizing room occupancy should be the first priority. Additional projects/services should only be undertaken as warranted by evidence......

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