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Managing Operations

In: Business and Management

Submitted By Jayb89
Words 2655
Pages 11
Executive Summary

Although IT applications in the hotel industry have largely been devoted to the handling of routine operational problems, it has become increasingly evident for hoteliers that pro actively incorporating IT into their services, operations, and strategy is a key element in their quest for service excellence and high profits.

This case study deals with Wendy and David and their stay at the Creek Hotel in Dubai. It will outline all the current issues surrounding staying at the Creek Hotel and how they affected Wendy and David's stay. Relevant theories will be used to illustrate the problem and what has caused this problem to occur, these theories will then be used to help find a solution to the causes of these dilemmas and recommendations will then be made.

Problem Identification and Analysis

Upon finding the hotel on the internet, Wendy and David struggled with navigating around the website. They checked in online and assumed everything was fine, however they soon came to realise that the contact and street directory information they retrieved from the website was out of date. Upon arriving into their rooms they soon realised that they were misrepresented on the website with its worn out furniture and fittings.
This problem is linked to a number of different theories, firstly this type of service is defined as a E service and is regarded as soft technology in operations management. The service that is currently on offer by The Creek Hotel is not of an acceptable standard. The website is not being properly maintained or updated at regular intervals to ensure the highest quality service is being offered to their customers with up to date information.

This problem in some instances also is linked to the Corporate Social Responsibility theory. It can seen from a point of view that the hotel is being quite negligent in regards to the…...

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