Topic: "Critical Thinking"

Submitted by: Sarah Tariq Faquih, Fatima Marvi, Rubbia Moten, Abdullah Zubair, Murad Ali, Hassan Khan
Problem Statement: To find out why the loyalty of customers is decreasing, thereby affecting the revenues of Al Munir Hotel.

Purpose of Study:

  • How to attract and retain the dissatisfied customers.
  • Seeking ways of providing value to our customers.

Criteria:

On the basis of the Customer Satisfaction Survey, we found that the ratings of services, staff and information are quite low, even though the hotel itself is a service industry. This indicates why the customer loyalty is deteriorating.

Value Criteria:

  • Status symbol; luxurious and extravagant lifestyle
  • Self-satisfaction; self-grooming
  • Relaxation; indulgence
  • Improves health
  • People from Saudi Arabia visit such places only for pleasure, as spa facilities are not available there.

Solutions:

  • Staff training
  • Hiring diverse employees- polyglots, tour guides, day care nannies
  • Customer feedback
  • Improvisation in the ambiance of the room, including one tablet and one Play Station/Xbox per room.
  • Efficient response of room service
  • Day care service with camera surveillance
  • Swimming pool bar
  • Mega events on special occasions Action

Plan:

  • Mandatory, regular training sessions for staff to improve their knowledge and information about the hotel, problem solving skills and communication skills.
  • Hiring diverse employees to break language barriers and to cater to various nationalities.
  • Tour guides should be at the reception, to help out the customers and provide them with information
  • Separate group of staff for room service, active 24/7. These can be directly contacted via the tablets provided in the rooms.
  • Changing of bed sheets daily; ambrosial fragrance 24/7; use of tablets to order food.
  • Proper monitoring of the day care service via hidden cameras to ensure safety of children.
  • Discount vouchers for nearby, well reputed places.
  • Feedback survey at checkout time and compensation for bad experiences, if any.

Financial Budget:

(AED) Cost of time Policy & regulation making 50,000 Internal Training 100,000 Cost of money External training from a consultancy company 250,000 Bonus 100,000 Total Cost 500,000