Regency Grand Hotel Case Study by IvyPanda

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Regency Grand Hotel Case Study In the center of
the city sits the five-star Regency Grand Hotel.
The hotel has long been a favorite of tourists
because of its opulent amenities, roomy
accommodations, and top-notch service (Holloway
Humphreys, 2022). The quality of service has,
however, declined, and consumer satisfaction has
decreased as a result of recent occurrences. The
issues the Regency Grand Hotel is currently
experiencing will be looked at in this case
study, and the situation's underlying causes will
be examined through the prism of human
organizational behavior. Problem
Identification The problem faced by the Regency
Grand Hotel is a decline in the quality of
service and a decrease in customer satisfaction.
The hotel, known for its luxury amenities and
excellent service, has seen a drop in customer
satisfaction due to various issues such as poor
customer service, unprofessional employee
behavior, and slow resolution of customer
complaints. The hotel's reputation as a top-notch
destination has been impacted, which has led to a
decrease in business and customer loyalty. By
identifying and addressing the root cause of the
problem, the Regency Grand Hotel can improve
customer satisfaction and maintain its position
as a leader in the hotel industry. Root Cause of
the Problem The root cause of the problem faced
by the Regency Grand Hotel is a lack of
communication and coordination among the
employees. The employees are not adequately
trained to handle customer complaints, and there
is a lack of proper feedback mechanisms in place.
This has resulted in a lack of accountability
among the employees and a lack of motivation to
provide quality service (Padma Ahn, 2020). The
employees may not understand the importance of
their role in
maintaining the hotel's reputation and ensuring
customer satisfaction. This lack of structure and
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the quality of service and customer
satisfaction. Possible Alternatives The Regency
Grand Hotel offers a number of options for
dealing with the issue of falling client
satisfaction. Better employee training with an
emphasis on addressing complaints and customer
service is one option. Implementing appropriate
feedback methods, like routine surveys and
customer satisfaction reports, is another option
for ensuring staff accountability. The hotel
can also promote a culture of cooperation and
teamwork among its staff members, which will
enhance coordination and communication (Wirtz et
al., 2020). The hotel could review the services
it provides and adjust as necessary to satisfy
the demands and expectations of its patrons. Plan
of Action Implementing a combination of the
aforementioned options is the suggested course of
action for the Regency Grand Hotel. The hotel
should give its staff better training, with a
focus on managing complaints and providing
excellent customer service. To guarantee employee
accountability, the hotel should also develop
appropriate feedback methods, such as frequent
surveys and client satisfaction reports (Wirtz et
al., 2020). The hotel should also promote a
culture of cooperation and teamwork among its
staff members since this will enhance
coordination and communication. Importance and
Relevance Due to the fact that it emphasizes the
crucial part that human behavior plays in
businesses, the Regency Grand Hotel case study is
crucial and pertinent to the study of business
administration. The scenario illustrates how poor
employee coordination and communication can lead
to a drop in customer satisfaction and service
quality. Students studying business
administration can learn a lot
from this case study since it highlights how
crucial it is to control employee conduct in the
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3 workplace and the effect it can have on an
organization's performance. Conclusion In
conclusion, a deterioration in the caliber of
service and a drop in client satisfaction
represent a substantial challenge for the Regency
Grand Hotel. The lack of coordination and
communication among the personnel is the main
contributor to the issue. By improving employee
training, adopting appropriate feedback
mechanisms, and fostering an environment of
teamwork and collaboration among staff members,
the hotel can address this issue. The case study
is crucial and pertinent to the study of business
administration because it emphasizes how
important human behavior is to companies and how
it can affect how well a corporation performs.
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4 References Holloway, J. C., Humphreys, C.
(2022). The business of tourism. Sage. Padma, P.,
Ahn, J. (2020). Guest satisfaction
dissatisfaction in luxury hotels An application
of big data. International Journal of Hospitality
Management, 84, 102318. https//doi.org/10.1016/j.
ijhm.2019.102318 Wirtz, J., Holmqvist, J.,
Fritze, M. P. (2020). Luxury services. Journal of
Service Management, 31(4), 665-691.
https//www.emerald.com/insight/content/doi/10.110
8/JOSM- 11-2019-0342/full/html IvyPanda. (2018,
June 15). The Regency Grand Hotel.
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