The Second Honeymoon

HRIM 112 Case Report

A N T O N I O , S H I E L A LO U I S E
C O R O N E L , A N D R E A N A G RA C E

Introduction
MR . & MR S.
MC D ON A L D S

Point of
view

Consultant

Problem

S
T

How should the management adjust the

resorts operations and services affected
by the renovations?

How can communication among the

resorts management and
employees be improved?

L
T

Objective
To help Waikiki Palace improve its
services, customer relations, and
internal communications.

Assumption
s

1
Waikiki Palace has no other local or
2 international branches.
TIME FRAME: around 2005

The resort is financially stable since they

are able to undertake a major renovation.

Assumption
s

Renovations of the various parts of the

resort are happening simultaneously.

It is their first time to have a major

renovation; they do not have past
experiences under this situation.

Areas of
consideration

1 Availability of funds
Organizational structure of the resort
2
3

Capacity of the management to execute

decisions/changes

SWOT analysis

STRENGTHs
Highly recommended by the travel agent, which
could mean that the resort has a good
reputation.
Fast service during check-in

SWOT analysis

WEAKNESS
Poor
communication
with
customers
and
poor
coordination
ES
among the staff
1

The McDonalds
were not properly
informed of how the
renovations would
affect the guest
services.

Mr. McDonald was unable

to talk to someone who
could help him with his
problems even after talking
to a manager, a front desk
clerk and an assistant
manager

The McDonalds were

promised that their requests
from the pool area will be
provided through room
service,but later were being
charged for their request

SWOT analysis

WEAKNESS
ES
Policies are not adjusted in line with the ongoing renovations
Sending champagne twice instead of correcting the
problems reported

SWOT analysis

OPPORTUNITI
ES
Completion of the
renovation will result
to better
facilities/amenities
which could attract
more customers

Growing number of
tourists in Hawaii,
which is known to be
a great place for
vacation

SWOT analysis

THREATS
Competition from existing and emerging hotels in
the area

Alternative courses of
action

Close the resort while renovation is on

going.

SH
ORT
TER
M

Renovate the hotel part by part and

adjust policies accordingly. Provide
guests with adequate information to
help them adjust their plans and
expectations.
Continue renovating affected areas
simultaneously, but just adjust the
policies and provide guests with
adequate information.

Alternative courses of
action

Assign someone who would specialize in

addressing all the guests concerns.

LON
G
TER
M

Overhaul the entire communication system.

Install a modern/high-tech communication
system wherein everyone could be
informed of changes in policies or
regulations instantly.
Have regular staff meetings to inform
everyone of the happenings in the resort
and to train them how to address customer
problems

Evaluation: short
term
CLOSE THE
RESORT WHILE RENOVATION IS ON GOING.

ADVANTAGES

DISADVANTAGES

No inconvenience for guests

The resort will lose revenues

Faster completion of the

renovation

Employees will lose their

jobs

No need to adjust the current

policies

Evaluation: short
term
RENOVATE THE HOTEL
PART BY PART AND
ADJUST POLICIES
ACCORDINGLY.
PROVIDE GUESTS
WITH ADEQUATE
INFORMATION TO HELP
THEM ADJUST THEIR
PLANS AND
EXPECTATIONS.

ADVANTAGES

The resort will still be able to

accommodate guests and earn
revenues

Guests will experience less

inconvenience since only a small
area of the resort will be affected
at a given time

Evaluation: short
term
DISADVANTAGES

RENOVATE THE HOTEL

PART BY PART AND
ADJUST POLICIES
ACCORDINGLY.
PROVIDE GUESTS
WITH ADEQUATE
INFORMATION TO HELP
THEM ADJUST THEIR
PLANS AND
EXPECTATIONS.

Renovation will take a longer time

which could mean higher costs
Management will have to
decide which part of the hotel
would be prioritized

Evaluation: short
term
ADVANTAGES

CONTINUE
RENOVATING
AFFECTED AREAS
SIMULTANEOUSLY,
BUT JUST ADJUST THE
POLICIES AND
PROVIDE GUESTS
WITH ADEQUATE
INFORMATION.

Not as costly as Alternative 2 since

only the policies have to be
adjusted and not the duration of the
renovation
Fast completion without
sacrificing revenues and
customers

Evaluation: short
term
DISADVANTAGES

CONTINUE
RENOVATING
AFFECTED AREAS
SIMULTANEOUSLY,
BUT JUST ADJUST THE
POLICIES AND
PROVIDE GUESTS
WITH ADEQUATE
INFORMATION.

Some inconvenience such as drill

noises will not be be possible to
avoid

Evaluation: long
ASSIGN SOMEONE WHO WOULD SPECIALIZE IN ADDRESSING
term
ALL THE GUESTS CONCERNS.

ADVANTAGES

DISADVANTAGES

Can be implemented at low

costs
Less stressful for the
customers since they will know
who to look for when they have
concerns and they can get
immediate response

Not all employees will be

informed of the procedures
which can result to poor
coordination
The assigned persons might not
have the authority to make
certain decisions

Evaluation: long
term

OVERHAUL THE ENTIRE ADVANTAGES

COMMUNICATION
SYSTEM. INSTALL A
Good investment for the resort
MODERN/HIGH-TECH
COMMUNICATION
SYSTEM WHEREIN
Information could be
EVERYONE COULD BE
disseminated instantly
INFORMED OF CHANGES
IN POLICIES OR
REGULATIONS
INSTANTLY.

Evaluation: long
term

OVERHAUL THE ENTIRE disADVANTAGES

COMMUNICATION
SYSTEM. INSTALL A
Costly
MODERN/HIGH-TECH
COMMUNICATION
SYSTEM WHEREIN
Additional training will be needed
EVERYONE COULD BE
to teach the staff how to use the
INFORMED OF CHANGES
system
IN POLICIES OR
REGULATIONS
INSTANTLY.

Evaluation: long
term

ADVANTAGES
HAVE REGULAR
STAFF MEETINGS TO
More personal interaction between the
INFORM EVERYONE
management and the staff
OF THE HAPPENINGS
IN THE RESORT AND
People can raise concerns and
TO TRAIN THEM HOW
clarify questions on the spot
TO ADDRESS
CUSTOMER
Everyone will be provided with
PROBLEMS
the same information at the
same time

Evaluation: long
term

disADVANTAGES
HAVE REGULAR
STAFF MEETINGS TO
Meetings can be time consuming
INFORM EVERYONE
and difficult to schedule since the
OF THE HAPPENINGS
IN THE RESORT AND
resort operates 24/7
TO TRAIN THEM HOW
TO ADDRESS
CUSTOMER
PROBLEMS

Recommendation
SHORT TERM

CONTINUE WITH THE ON-GOING

RENOVATIONS, AND FOCUS ON
ADJUSTING POLICIES TO CATER
TO THE NEEDS OF THE GUESTS.

Recommendation
CONTINUE WITH THE ON-GOING RENOVATIONS,
AND FOCUS ON ADJUSTING POLICIES TO CATER
TO THE NEEDS OF THE GUESTS.

Temporarily waive the room service charge for areas affected

by the renovation

Be more lenient with the dress code or provide alternative

outdoor restrooms and coffee shop.

Recommendation
CONTINUE WITH THE ON-GOING RENOVATIONS,
AND FOCUS ON ADJUSTING POLICIES TO CATER
TO THE NEEDS OF THE GUESTS.

Drilling and other similar activities should be done during

a specific time of the day. Steps should be taken to make
sure that guests are well informed of the schedule.

Recommendation
LONG TERM

OVERHAUL THE RESORTS

COMMUNICATION SYSTEM.

Recommendation
OVERHAUL THE RESORTS COMMUNICATION SYSTEM.

Install a high-tech communication system that would allow

faster dissemination of information.

Issue memoranda when needed to help disseminate information

such as changes in policies and new protocols.

Gather feedback periodically both from the resort staff

and the guests.

Lessons learned

1
ALWAYS THINK OF THE CUSTOMERS
BECAUSE THEY ARE THE MOST
IMPORTANT PART OF THE BUSINESS.

Lessons learned

2
GOOD COMMUNICATION AND
COORDINATION IS VITAL IN ANY
ORGANIZATION.

Lessons learned

3
SERVICES SHOULD NOT BE
COMPROMISED AT ANY TIME.

Lessons learned

4
CHAMPAGNE CANNOT SOLVE EVERYTHING.
YOU HAVE TO ADDRESS THE PROBLEM AT
HAND. YOU CANNOT IGNORE IT OR BRIBE
YOUR WAY OUT FOR TOO LONG.

Lessons learned

5
BEFORE GOING ON TRIPS LIKE A SECOND
HONEYMOON, MAKE INQUIRIES YOURSELF
AND DONT JUST RELY ON SECONDHAND
INFORMATION OR RECOMMENDATIONS.