Pleasant Wakeup Resort Case Study

When it comes to the service industry, not every customer will be satisfied with the services provided to them. However, a company can try its best to make most of their customers happy and to do so, they need to identify some of the problems in their business. In the case of Pleasant Wakeup Resort, they have a lot of issues and some of them include;
One of the problems that the hotel faces are; the staff has poor customer service which includes not remembering the guest’s orders of food in the cafeteria also, they write down the wrong phone numbers for international phone calls and one of their managers insulted a guest in the casino. This is demonstrated in the suggestion box where a guest wrote “One waiter in the resident’s lounge was hopeless” …show more content…
The source of the noise early at to 2.30am might be from the guests who are returning from the casino and may be drunk, which means the employees should monitor those who are coming from the casino, so that they do not bother those who are trying to get some sleep. For the noise coming from the kitchen, they hotel needs to update or bring in trained people who can work without making too much noise when working. And for the fountain, a lot of children play around the fountain and it is found to be a beautiful place to relax by on the guests who wrote on the suggestion card and it is difficult to maintain children in public areas and that is why they are a lot of noise complaints by the …show more content…
With every new job, every business owner has different standards when it comes to how they want their business to run, so training teaches the employees to follow a specific structure and be familiar within the business. With training, some of the benefits is that the workers will be more productive, there will be less mistakes which means the miscellaneous costs will be low which means the resort will be saving money and the resort will not lose customers. As mentioned, one the problem is that waiters forget orders which means the guests run impatient and they are more inclined to leave and find somewhere else to eat which means the resort just lost money on the customer that walked away. In order for the employees to have the best training, the owner of the resort should hire professionals who are well educated in the