You have been hired as the new managing director for a one of the beach resorts

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You have been hired as the new managing director for a one of the beach resorts

You have been hired as the new managing director for a one of the beach resorts in Costa Brava, Spain.
Due to the current economic situation in Spain and in Europe in general many customers decided NOT to travel abroad this summer (expensive tickets, hotels, lack of language knowledge, climate change, etc.), so you have been informed that lately, the Catalan beach resorts have some problems with Overbookings (due to the limited number of guests permitted), reservations processes, customer service, bad reviews (as a consequence of lack of qualified service personnel among others) and the remaining employees are not happy with the resort due to several reasons. 
·       Define what the most important aspects are to take into consideration for a good service management in the current situation. Explain the service package and service design (blue print) of your beach resort activities (you should pick up a real operational hotel in Costa Brava).
·       Propose and carefully explain at least 2 strategies that you could implement to increase customer loyalty and customer satisfaction for the resort (that would be an indication for further improvements/investment).
·       Outline the possible obstacles / challenges service companies can have to manage their operations successfully in hospitality industry. Additionally, make suggestions on improving customer’s waiting experience. 
Formalities:
·       Wordcount: max. 15 min presentation during scheduled time hours 
·       Cover, Table of Contents, References and Appendix should be included in slides.
·       Real names should be used
·       Visuals must be used
·       NO reading is allowed
·       Grading will be performed individually

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