What brought about the management concern?
The Mid-tier hotels were concerned with the deteriorating trend in customer service. This was evident from the high number of respondents giving feedback on the customer service at the hotels at a 7 or lesser range.
What is the management to do to eliminate the negative symptoms?
The three critical areas of study that could improve customer service are: getting the best employees to deliver Ramada’s brand of exceptional service and giving employees what it takes, in terms of motivation, to offer exceptional services.
What were the reasonable actions available to take advantage of the opportunity?
The headquarters had to contend with differing exceptional service standards among owners of Ramada properties. For the reason that the system of property management was franchised, it was important for each employee and administration team to be devoted to making changes and fitting in any series, in whatever shape it would take.
What was significant for the administrator to know in order to decide the best option from the existing courses of action?
The administrator had to know what to do to hire the best people, what to do in order to produce low employee earnings and lofty employee dedication and loyalty.
What had to be asked or experimented with to obtain the information the administrator needed?
The administrator needed to experiment on the traits of a self-motivated performer and what could be done appropriately to identify and appoint the right people.
What was the optional course of action from the given study findings?
In hiring, Ramada property managers started to screen potential employees for traits exposed in the predictive index. The traditional training was replaced with interactive, multimedia training that was CD-based.