Independent Critical Analysis: Sheraton Wentworth Hotel Management

This report provides an independent critical analysis of the Sheraton Wentworth Hotel, focusing on various management issues. It begins with a background of the hotel, highlighting its location and reputation, and then delves into specific problems such as service quality concerns, frequent team leader resignations, and a lack of professionalism among staff. The report also considers the impact of recent ownership changes. The research question explores the major issues, their causes, responsible management heads, and potential solutions. The analysis emphasizes customer experience, examining issues related to customer relationship. The report includes interview questions designed to validate the issues and understand the current operational state. Finally, it provides a list of relevant references.

INDEPENDENT
CRITICAL ANALYSIS
Topic: Management
Company Selected: Sheraton Wentworth

Background of the business
 Sheraton Wentworth is one of
the most Majestic hospitality
facilities of the Wentworth
Group of hotels located at the
primary designer shopping
quarter of Sydney CBD.
 The facility is situated nearby
to the most famous
attractions like the Opera
House, Circular Quay, Darling
Harbour, The Rocks as well as
the Royal Botanic Gardens
(Steinberg 2019).

Background of the business
Continued…
 The hotel is famous for its Landmark
architecture as well as contemporary
spirit among the employees.
 The perfect mixture of traditional
European style as well as Sheraton
luxury makes the hotel a popular
choice among the international
tourists.

Description of the business
issues
 The stakes of this hotel is
distributed evenly with Sheraton
and Wentworth group.
 However the appointment and
supervision of interior
management staff is a big issue as
reported by the facilities manager
of the hotel.
 So far as the business issues are
concerned, service quality has
been a major problem that has
been reported by customers
frequently in the last 2-3 years.

Description of the business
issues Continued…
 The team leader of the franchise
management team of the hotel has
resigned twice in the last 5 years.
 The quality of service provided to the
customers has been the main issue
which led to the resignation every
time.

Description of the business
issues Continued…
 As an outcome of this, there is severe lack of
professionalism among the service members of
the hotel.
 Many of the customers in their TripAdvisor or
Glassdoor reviews has reported that whenever
the approach to the facilities manager for any
help during the tenure of their stay in the hotel
for service desk manager regarding their booking
issues, the behaviour that have received is course
and highly defensive. Seldom has the employees
of the hotel agreed that there has been a fault
from their end.

Description of the business
issues Continued…
 The recent change of ownership can
also be a big problem for the Sheraton
group since their ownership has passed
on from the starwood group of hotels
to the Marriott group.
 The ingenuity as well as non coherence
of management is evident in the
Sheraton Wentworth hotel might be
accounting because of this.

Statement of Research
question
 What are the major issues facing the Sheraton
want worth Group of hotels in Frankfurt?
 What are the major reasons because of which
these issues are rising in the contemporary
time?
 Who is the responsible head for management
of these issues at the hotel?
 What are the recommendable major changes
that can help in mitigation of these issues
facing the Sheraton Wentworth hotel?

Selection the interviewee
 Among the identified topics for this
assignment, the guest experience has
been chosen as the specific area of
interest by the researcher.
 Based on the chosen topic, the customer
relationship based issues that the
Sheraton Wentworth Hotel have been
facing, is mainly emphasized upon.
 The hotel has joined stakes with the
Sheraton group and the Wentworth group.

Designing of interview
questions
 Interview questions where primary design in
order to cross check whether the issues
regarding the hotel that have been surfaced
in various news articles, blogs and facility
reviews are true or not.
 Few of the questions have been framed in
order to understand from the perspective of
the Executive Manager, how the state of
operations is in the hotel in the current
moment and how it differs from the way it
used to work, about 10 to 12 years ago.

References and Bibliiography
 Matyszczyk, C. 2018. This Sheraton Customer Says He Came Back to His Room
and the Hotel Had Put Someone Else in There (and Removed His Things). Inc.com.
(Online). Retrieved on 4th May 2019. Retrieved from
https://www.inc.com/chris-matyszczyk/this-sheraton-customer-says-he-came-back-t
o-his-room-hotel-had-put-someone-else-in-there-and-removed-his-things.html
 Steinberg, E. 2019. Sheraton Grand Sydney Hyde Park. Retrieved on 4th May 2019.
Retrieved from https://thepointsguy.com/reviews/sheraton-grand-sydney-hyde-park/
 Summers, M. 2015. Trouble At The Sheraton? Starwood Hotels CEO Is Stepping
Down. Buzzfeed New Report. (Buzzfeednews.com). Retrieved on 4th May 2019.
Retrieved from https://
www.buzzfeednews.com/article/mariahsummers/trouble-at-the-sheraton
 Ho, V., 2017. Giving offense and making amends: How hotel management attempts
to manage rapport with dissatisfied customers. Journal of Pragmatics, 109, pp.1-11.
 Scholz, P. and Voracek, J., 2016. Organizational culture and green management:
innovative way ahead in hotel industry. Measuring Business Excellence, 20(1),
pp.41-52.
 Choi, S. and Kimes, S.E., 2002. Electronic distribution channels’ effect on hotel
revenue management. Cornell Hotel and Restaurant Administration Quarterly,
43(3), pp.23-31.