The purpose of this assignment is to identify breakdowns in the guest service cycle and propose solutions for addressing service breakdowns.
Review the “Guest Service Cycle” in the “Resources” section of Canyon Shadows Resort to re-familiarize yourself with what positive and negative experiences look and sound like in various sectors of the hospitality industry.
You are a manager at the Canyon Shadows Resort. The Resort has recently begun soliciting feedback from guests in the hopes of increasing the number of repeat customers. Over the past 3 months, data has been collected via customer comment cards and online customer survey in an attempt to identify breakdowns in the guest service cycle. Review the data in Canyon Shadows Resort by selecting the “Guest Feedback Report.”
Your supervisor has asked you to create an action plan to address the service cycle breakdowns that are evident on the “Guest Feedback Report.” The action plan will be implemented during the next 3 months in hopes of producing more positive results on the next quarterly “Guest Feedback Report.”
Create a 10-12 slide PowerPoint presentation (with speaker notes) detailing the action plan for addressing the service cycle breakdowns you identified from the report. Using the data provided, determine two immediate changes that should be made and two changes that can be implemented over time. Discuss the following information as it relates to each change.
- A brief description of the issue.
- Summary of the proposed change.
- Timeline for implementing the change.
- Process for implementing change.
- Summary of how the proposed change can have a positive impact on the guest experience and potentially increase the number of repeat guests.
While GCU format is not required for the body of this assignment, solid academic writing is expected, and documentation of sources should be presented using GCU formatting guidelines, which can be found in the GCU Style Guide, located in the Student Success Center.
This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion.
You are not required to submit this assignment to LopesWrite.
