Royal Hotel

September 9, 2009

Case #1 – Royal Hotel

Group #7

Overview: The luxury Royal Hotel in New York City caters to an executive level of clientele. They offer many amenities to the business traveler such as in-room fax machines, printers and voicemail. The GM at the Royal needs to have all room concerns resolved before a customer checks in. The specific areas of concern related to keeping the property in top-notch physical condition, e.g. no burned out light bulbs, everything being clean, and no items in need of repair. Fancy Consultants & Company (FC) was hired to recommend and implement a solution. FC assigned Blake Cantera to the account. A solution was implemented that was intended to speed up identifying and reporting of issues so they can be immediately addressed, but it was not effective, i.e. it did not provide the desired results.

Stakeholders: Blake Cantera, Employees of Royal Hotel, Management of Royal Hotel, Investors in Royal Hotel, Fancy Consultants & Company, Jack Scarso, Very Famous University, clients of Royal Hotel

Objectives: To meet Royal Hotel’s requirements, Blake Cantera recommended an automated phone system that would allow housekeepers to directly report room issues to the maintenance staff. The system would help speed the reporting of issues to maintenance personnel, improve quality control and would provide reporting functionality for management. The objective is to troubleshoot the ineffectiveness of the system, determine the cause of its failure, and recommend a corrective course of action.

Problem Identification: The implementation of the proposed automated phone system was not successful. After the hotel invested in this device and used it for a while, there is feedback from the GM which is totally unexpected. The end-users initially used the new system, but subsequently abandoned it.

Blake appeared to cover all his bases. He interviewed appropriate stake holders at the hotel whom would be directly impacted...