1st Assignment Strategic Services Marketing

Irfan Nazeer SAP-ID 9039 1st semester MS MGT.

Strategic Services Marketing
Case Analysis-I

1. Write a critical analysis on both letters, “To” and “From” the hotel
management.:

On the off chance that we understand the entire matter, it can undoubtedly be
disclosed the issues looked by
Mr. Gulpham Chaudhry after his showed up in inn. He isn't given the essential offices in
the lodging. He encounters issues identified with cooled room, food, lift, and workers.
In the main letter, at can be noticed that workers of the inn don't serve him as
indicated by his assent and assumptions. He isn't given an allotment, food, climate yet
he meets awkwardness in the lodging.
In the subsequent letter, practices' of lodging ward the board is protector and not
assenting botches, the executives professes to be regarded and inimitable in
assistance.

2. What were the expectations of Mr. Gulpham? Was he wrong in having

such expectations?
Mr . Gulpham was so excited to visit Lahore and conducting interviews there.
His intention was to mix work with fun but unfortunately, he had a very bad experience
in the Hotel. He expected it be done with out-class services and in a peaceful manner
where everything comes to an end with zero difficulty, but he faced a lot of trouble,
both in his interviews and his stay at the hotel and No, off course he was not wrong in
having such expectations because Lahore is a big city , and visitors expect everything to
be awesome here .

3. How the hotel management failed in meeting their expectations?

Hotel management failed in meeting their expectations in a number of services, in fact
the moment HR team entered the Hotel they met with a lot of troubles and as a
stranger to this new city they were unable to bear the anxiety they were put in by the
poor service of this hotel.
Their booking system, Lift service, room services, poor customer service, and
disappointing food service all these things combined together as a pain for the HR
Manager and he wrote the complaining letter as a frustrated visitor.

This case is written by Prof. Mohammad Khalil and is meant to be for class discussion only April
02, 2021
 1st Assignment Strategic Services Marketing
Irfan Nazeer SAP-ID 9039 1st semester MS MGT.

4. Pinpoint “5” mistakes in the letter written by Hotel’s public relations

department?
1. Hotel’s response to complaint after two months
2. Tone of the PR Manager is not sympathetic
3. She did not accept any fault of hotel management
4. The PR Manager gave false excuses in defending the image of the hotel
5. Finally, she said she cannot do anything but can give 50% discount (not
admitting a single fault and still reduced charged)

5. If you were given the task, how would you re-write the letter in
response to the letter by Mr. Gulpham?

Mr. Gulpham Chaudhry,

Galaxy Exports Inc., Karachi.

Dear Sir,
I am very sorry for what happened. It was unacceptable and we will make sure this
never happen again.
I wish to convey to you that our hotel is one of the oldest in Lahore and we are an old
hat in the hospitality business. What you have written has totally surprised me. I
apologies for what you have mentioned in the letter. According to you, we failed to
serve you at all levels and that we do not seem to serve our customers at all. Let me
please tell you ,that we are the best in town , but somehow you have faced a lot of
trouble at our place makes us feel so bad , and I thank you for taking time to inform us
about it and providing us with a chance to look into the system failures in our
management.
You mentioned about the problem you faced regarding the booking. This seems a huge
communication gap it should be resolved at once. Regarding the air- conditioner, I can

This case is written by Prof. Mohammad Khalil and is meant to be for class discussion only April
02, 2021
 1st Assignment Strategic Services Marketing
Irfan Nazeer SAP-ID 9039 1st semester MS MGT.
only say that the room service crew did not check it before you checked-in , we need to
train them in a more efficient way to avoid such mis haps in future.
You have also complained that the food served to you was not prepared according to
your preferences. On this account, I must mention here that our chef is one of the best
in town and people often compliment him for the kind of food he makes for guests. He
makes food according to his own formula that he has perfected over the years. But He
should listen to the customer first. Now you bring this to our notice we will Ask our chef
to always listen to the customer carefully.

Nevertheless, I have taken note of the problems you faced. I shall report these areas of
deficiency to the top management. We certainly will look into all the matters to
improve the quality of our services.
I invite you to stay in our hotel when you visit Lahore next time. We shall be happy to
give you a two days free family stay and a free dinner with our signature Dish as a
token of our apology.

Wish to see you in Lahore soon.

Truly Yours,

This case is written by Prof. Mohammad Khalil and is meant to be for class discussion only April
02, 2021