The general manager (GM) is responding to guest surveys from last month. The surveys show that the guests had many negative moments while at the resort. The biggest complaint was the cleanliness of the guest rooms. The GM recently added two additional rooms for the maids to clean each shift due to a labor shortage. The room attendants has put in a compliant that they they cannot perform their job duties properly due to extra workload. What suggestions do you have for the GM to correct this situation?
- Identify the service-related problem.
- Suggest activities that will help the current situation.
- Describe the steps to take in order to rectify the problem.
- Who else should be involved in this decision and why?