Zarate, Valmadrid, Zamora, M Santiago, Tarroza

HM 303

01 – Activity – ARG

A. Dustin is a hardworking employee because, as stated there, he delivers zero errors on guests every
time he does his work. Therefore, he was given the title of employee of the month. He deserved to be
awarded this title because of his dedication and commitment to his job. This personality would help the
company's management criteria for the employees to be successful individuals in a field and the team,
as a result, it will benefit their company stakes to stay long run in the business.

B. According to the customer's alliance, to avoid the perishability of rooms, using the marketing mix to
encourage demand for the service when needed. Low prices can be reduced to match demand. It is all
about balancing demand and capacity by lowering the prices to maximize the effectiveness of resources
in Chantilly Cove Hotel.

C. The characteristic of hotel operations that is being described in the scenario is Location. Because as
stated in the scenario, Mr John, the project developer of a small commercial hotel, is about to build a
project. However, before he builds the project, he is considering the movement of the people walking in
the pedestrian if the project that he is going to build is visible or not.

D. As stated above, Grace is an architect and is consulted mainly for the equipment, furniture, and
fixtures of the resort hotel where she currently works. It was evident that the aspect of service quality in
this matter is the Facility Layout under the tangibility and servicescape. It is because equipment,
furniture, and fixtures are involved. Appropriate positioning of the said things falls under spatial layout
and functionality because the equipment and furniture are placed for better access and complements
the resort hotel's design.

E. In this scenario, STI Hotel used the aspect of service quality (Assurance) because all of the employees
that hotel is very inspire trust and confidentiality to deal with all guests and the management. All
employees are very curtesy, and they can handle all guest complaints and understand every situation.
That is why increase the occupancy of the STI hotel from 90 to 95 % of the occupancy and being
awarded no.1 hotel in terms of service quality the year 2018.