Sheraton Sanya Resort Case Study

The information used in making this report is from direct observation through the interns own experience, observing various departments and participatory observation in the three departments in which interns got the opportunity to work under professional supervision and got the chance to observe and learn. To reach above mentioned aims and test the hypothesis, self-administrated questionnaires were sent to hotel managers or front office managers, as most of the time they were involved in guest complaints. The interns also collected other materials to get the detail information about the hotel from the hotel’s website, brochures, pamphlets, flyers used for the collection of various information and also by collecting information from the department …show more content…
One of the guests who have requested for sea view room got the room as per his request. He came to the resort with his newly married wife for weekend time and asked for sea view room with VIP amenities and as per his request all the services were available so he got very pleased with services deliver by the resort staffs. And he got so happy that he gave a thankful note in front desk for all the staff of resort and promised to visit again.
Case 3
Sheraton Sanya Resort always promises to provide quick and excellent service to the guest but despite of trying their best sometime the hotel fails to provide quick service to the guest. It was a dragon festival day in china when most of the hotel staffs stay on leave. On the same day at noon, one of the in house guest came to the hotel restaurant and ordered pizza. The guest waited for nearly an hour but still the pizza was not delivered to the guest and the guest started complaining about the late delivery service to the manager. This case was reached to the food and beverage director of the hotel which created a huge scene in the