Assignment: Resort and Club Management

Case study: Little Things Mean a Lot

Questions for case study I: Little Things Mean a Lot(30 points)

1. Identify and briefly describe a minimum of 5 service gaps. Describe each service gap in a minimum of 2 sentences. The answer for this question must have a minimum of 15 sentences.

(Service gaps: Area in service delivery that are inadequate, missing, or poorly executed and result in customer dissatisfaction)

2. What are your thoughts about the staff at this Resort and why did they behave the way they did? Explain in a minimum of four sentences. This needs to be written in a paragraph format,not a bullet point.

3. What are your thoughts about management and what are your suggestions to improve? Explain your thoughts about management in a minimum of three sentences. This needs to be written in a paragraph format, not a bullet point. Explain your suggestions to improve (the service to support your answers) in a minimum of two sentences. This needs to be written in a paragraph format, not a bullet point.

4. Will Joan and her husband Jim return to the Meadow Lodge Resort based on their experience and why? Explain in a minimum of five sentences. This needs to be written in a paragraph format, not a bullet point.

5. What is the purpose of the Resort to give away a free weekend package and did it achieve its purpose? Explain in a minimum of four sentences. This needs to be written in a paragraph format, not a bullet point.

6. What do you learn from this case study in relation to characteristics of resort management, trends of the resort, and factors that support such trends from the textbook. Explain what you learn and relate your answers to characteristics of resort management in a minimum of six sentences. This needs to be written in a paragraph format, not a bullet point.