Essay about The Plaza Inn
The Plaza Inn
David Bart, General Manager of the Plaza Inn, received a letter from the hotel association of which the Plaza Inn was a member. The letter stated that the hotel’s service levels did not measure up and that the front desk and reservations, two critical departments, received the worst ratings among all of the association’s properties. Unless the management of the Plaza Inn could submit a plan for guest service improvement and pass the next inspection scheduled in six months, its membership would be rescinded. In fact, at the Plaza Inn, the inability to efficiently expedite phone calls and respond to guest needs was troubling to Bart, not only from a guest service perspective, but also …show more content…
4. What changes in culture are needed at the Plaza Inn?
The Plaza Inn needs to change from a rigid to an adaptive culture. The corporate culture is fixed, and although the Plaza Inn was highly successful in 1983 under Antoine Fluri in a stable environment, it became a victim of its success when the environment changed in 1991 during the Gulf War. The cultural values and practices that helped attain success are detrimental to effective performance in a rapidly changing environment. For example, the lack of computerization gave the Plaza Inn a small, intimate atmosphere in the 1980s, but in the current environment, it causes delays and