Solution: Belaire Casino Hotel

Best Solution by: Yadvinder Singh, MBA Class of 2007, IIIT-Allahabad

IMPLIED OBJECTIVE - Improvement in Service quality of BCH

Ques) What tools can Belaire apply to address the issue of the quality?

Sol.) BCH is currently in a comfortable position right now, however certain improvement in some areas can further strengthen its position.

There are mainly following areas which needs to tighten up:

1) Service Issue - These are mainly concerned with the service provided by waiters of the hotel to the guests and other associated things.

2) Gambling Issue - This is not that big of issue as most guest seems to be happy with the gambling area of the hotel but certain thing needs to be addressed.

3) Furniture and related Issues - There seems to be a general dissatisfaction with the furniture of the hotel by the guests.

4) Food Issue - Along with service issue this is the most important aspect that needs to be taken care of. This indeed can effect the the hotel's business to a greater degree.

There are various tools that Belaire can use to address foresaid issues. Further, some processes when implemented can also be considered to tools for improving the service of the hotel

Ques) Conduct an analysis using these tools.

Sol) Following tools and processes with respect to their problem areas can be used:

1) Service Issue
For the betterment of quality of the service a new training program can be introduced for existing as well as new appointed waiters specifically which should equip them to understand the hotel culture more deeply and perform their duty well. The emphasis should be on quick service. Further, close circuit cameras can be used to monitor their behavior with guest especially on arrival and at the public places of the hotel. However their usage is limited because over usage of this can raise
another problem of Guest privacy.

2) Gambling Issue
Gambling rules or expected dress code should not so bluntly told to the guests (the signboard method) rather personal interaction should be there to ensure the adherence of the casino rules etc. Casino revenues are a crucial aspect so proper care should be taken.

3) Furniture and Related Issues
Furniture should be kept more clean by properly vacuuming them and Broken/missing pieces should be immediately replaced. Lawns shouldbe mowed regularly and lawn carts could be purchased for the same. It would increase efficiency and would save time considerably. Kitchen noises should be reduced to minimum or if not possible then this area should be made sound proof or if the blueprint permit shift it to more secluded area of hotel away from guests ears. The music played around
hotel should be varied and same is neeede in the rooms as guest likes to listen to his kind of music. This could be possible if the taped music available in room is of more varied nature. This would increase the guest's room stay pleasure. The fountains of hotel should be well maintained to reduce the noise level coming out of them.

4) Food Issue
More variety in menu is the need of the hour. In addition to it the quality of food could be improved by employing more trained chefs or by updating the skills of current chefs so as guest find more enjoyable. Immediate feedback from the guest can also be helpful in this respect. Proper care should be taken in preparation part because it can make the difference between winning and loosing a guest. Some menu items should specifically cater the kids.

Ques) What is your recommendation to Mr. Andrews?

Sol) I would like to give following recommendations to him:

1) Please do not use policies just because they were successful earlier at some different place. This could result in many ill effects. Past experiences are often helpful but the present situations should not be ignored.

2) It is impossible to greet each client personally but greeting personally important guests would fetch you respect of your guests. Building professional relationships with them is desirable.

3) The guests who are on holiday would seldom wear formal dresses. Thus expecting only or mainly this kind of dress code in the hotel. The number of such guests is sizeable, is not appropriate.

4) The gift shop timings should be expanded so that it should remain open for more number of hours. If possible then room service should be provided round the clock.