This report examines the customer satisfaction challenges faced by the Imperial Hotel, a 4-star London hotel. The analysis identifies key issues such as poor guest satisfaction, stemming from problems in check-in/out processes, cleaning, staff behavior, and technological shortcomings. The report delves into the hotel's internal structure, including employee turnover, morale, training, and the management of external contractors, as crucial factors impacting service delivery. It proposes solutions such as improved hiring practices, compensation plans, employee training, and technological upgrades to address these issues. Furthermore, the report emphasizes the importance of addressing customer complaints, understanding customer expectations, and making staff accountable for service quality. The conclusion highlights the critical role of effective leadership and personnel management in driving customer satisfaction and overall hotel performance.
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