ISCOM386 Phoenix Performance Improvement Plan Guest Reviews Paper Resource: Performance Improvement Plan Guest Reviews Evaluate the three examples of gues

ISCOM386 Phoenix Performance Improvement Plan Guest Reviews Paper Resource: Performance Improvement Plan Guest Reviews

Evaluate the three examples of guest feedback in the Performance Improvement Plan Guest Reviews document.

Identify 3 to 5 common trends from the region (positive or negative).

Select one area of opportunity and develop a 700- to 1,050-word performance improvement plan to address the issue.

Use the “who, what, when, where, why, and how” approach to develop your plan.

Use process improvement techniques that are relevant to the industry of concern and the item you are trying to enhance.

Respond to one of the comments as if you are a manager at the hotel, addressing the concerns or positive feedback.

Format your paper according to APA guidelines. Performance Improvement Plan Guest Reviews
ISCOM/386 Version 4
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University of Phoenix Material
Performance Improvement Plan Guest Reviews
Guest #1 Review of Hotel XYZ
I really enjoyed my stay at Hotel XYZ. Checking in was a breeze, and we were directed to our room – the
layout of the hotel is pretty bizarre, we had to walk quite a windy path to get to our building.
Our room had two double beds which felt quite small – next time I’ll opt for the king room! But the room
was clean and comfortable, with mood lighting over the bath which would have been perfect had I had
time for one!
The shower had good pressure, and the bath products smelled good. The cleaners did a good job each
day, which was great as I had long work days and it was lovely to come back to a clean and neat room.
The rooms were very nicely renovated and I had the chance to see one of the king rooms which have a
bathtub in the middle – SO awesome!
My only complaint was the TV channels – no food network?? There was very little to watch – neither my
boyfriend nor I found a channel we were happy with.
Overall I had a great experience at Hotel XYZ and I look forward to returning!
Guest #2 Review of Hotel XYZ
Fabulous experience in the king tower suite!
Started with friends by the pool around 1:30 because I was able to check in at this super early time.
We were immediately wowed by the room- from the full kitchen, awesome decoration, wide patio,
bathroom, shower you name it.
The pool service was great- a gal & gentleman bringing us waters and menus right as we get
there. Several groups of guys at the pool this Saturday and couples. At the pool we had piña colada,
lava flow, and fresh berry mojito. The staff was friendly & treated me to a complimentary birthday drink!
We spent a few hours in the room- great view of the sunset. Several cool chairs and couches, scrabble,
martini shaker, fur throw blanket and details to make it seem like you’re staying in a chicly vintage
downtown loft.
The shower takes forever to get warm. Really nice touch adding a loofah- and the sphere hand
soap. The bed was low slung and comfortable with fluffy pillows. Automatic sunscreens provided a nice
late sleep-in.
Copyright © 2015 by University of Phoenix. All rights reserved.
Performance Improvement Plan Guest Reviews
ISCOM/386 Version 4
2
Guest Review #3 of Hotel XYZ
Beautiful hotel. I really, really wanted to like the Hotel XYZ and happily, I wasn’t disappointed.
Some of the highlights:
Awesome mid-century modern decor, with an unexpected pops of color here and there. It’s almost as if
you expect to see a reincarnated member of the Rat Pack to come strutting over from the lounge.
The bathrooms were beautiful with nice finishing touches. The whole bathroom is walled in with frosted
glass walls and a sliding door. The vanity and sink area was marble with a porcelain bowl sink and
featured higher end toiletries, a hair dryer and generous supply of soft fluffy towels. The toilet was hidden
in its own water closet with a sliding door. The tiled shower had a rain shower head, and the extra-large,
the soaker tub had a blue mood light placed seductively above it and a handily placed white cotton
bathrobe within arm’s reach. Very inviting.
The beds were super soft mattresses and were smartly made with crisp cotton sheets and soft, white
down duvets. The only think I didn’t like with the beds was the ill-fitting blue suede platforms for the box
springs. The platforms weren’t spaced tightly enough to the box springs to keep from showing the ugly
unfinished part of the platforms. A very minor detail. Another thing I didn’t care for was the blinding
fluorescent light bulb in the bedside lamp. It was a terawatt in strength, I’m sure… (Softer bulb, please?)
The end of the room featured a double, sliding glass patio door and wall to wall black out curtains with
sheer drapes that could both be swept back, creating huge pass way between the room and the spacious
private patio; which had a dual, padded lounge chair and a mid-sized patio table and an view of the wellkept patio greenery and fence.
The rest of the room was spacious and the only small drawbacks on the look of the room is that the midsized, flat panel television set is placed on a large counter top in front of a HUGE expanse of stark, white
block wall. It makes the television look lonely and tiny against that huge white wall. Maybe add some
inexpensive, colorful art work on that back wall to jazz it up some?
The minibar is something else and had a lovely stock of hard alcohol, mixers, sodas, snacks and even
some themed playing cards and a corkscrew, in case you forgot your own. The prices seemed
reasonable to me.
There was also a mini, pod style coffee maker and real half and half creamers in the fridge. NICE
TOUCH…extra star! (But please provide a few more creamers, 4 creamers is not quite enough…)
We ate our dinner at the hotel restaurant, and to be honest, I was underwhelmed about the food. It was
nice, but not worth what they were asking for it. If it hadn’t been for the strong pour on my mojito cocktail
(and the 2 free cocktails coupon upon check-in) I would have been a LOT more disappointed in that
dinner. But I do have to say that we were given a complimentary dessert…some kind of a peanut butter
mouse frosted in a velvety chocolate ganache and garnished with gold leaf, and it was simply
delectable. No other words to describe it.
We visited the pool after dinner. It was very nice and completely deserted. In fact, I checked to make
sure we weren’t entering at the wrong hours since we were all alone. We had it all to ourselves! My
ONLY complaint was that the hot tub, which I was so looking forward to, was just lukewarm. Bummer!
Copyright © 2015 by University of Phoenix. All rights reserved.
Performance Improvement Plan Guest Reviews
ISCOM/386 Version 4
3
After we tucked in for the night I never heard a peep from the other guests. The walls are sound proof
and I loved that. Also, we didn’t have some squeaky voiced house keeper banging on our door at the
crack of 8:30 the next morning saying “Housekeeping! I clean your room?” That is my biggest hotelrelated pet peeve.
The front desk checked us out efficiently and pleasantly the next morning. We misplaced our valet ticket
but it was no problem, they called valet and asked for our car to be brought up anyway. The valet
attendants were very friendly and had our car ready to go within 3 minutes.
We pulled away and I was just a little sad… It was such a nice stay I was sad it was already over. We
have to go back again soon!
Copyright © 2015 by University of Phoenix. All rights reserved.
Performance Improvement Plan Grading
Guide
ISCOM/386 Version 4
Service Operations Management
Copyright
Copyright © 2016 by University of Phoenix. All rights reserved.
University of Phoenix® is a registered trademark of Apollo Group, Inc. in the United States and/or other countries.
Microsoft®, Windows®, and Windows NT® are registered trademarks of Microsoft Corporation in the United States and/or other countries. All
other company and product names are trademarks or registered trademarks of their respective companies. Use of these marks is not intended
to imply endorsement, sponsorship, or affiliation.
Service Operations Management
Grading Guide
ISCOM/386 Version 4
Edited in accordance with University of Phoenix® editorial standards and practices.
2
Service Operations Management
Grading Guide
ISCOM/386 Version 4
Individual Assignment: Performance Improvement Plan
Purpose of Assignment
You are asked to select a service you recently experienced or a service you are aware of that has recently
declined. You will then compare the recent experience with the overall goals of the operation to determine the
inconsistencies. You will also develop a plan that you would implement to realign the goals with the actual
customer experience.
Grading Guide
Content
Met
Partially
Met
Not Met
Total
Available
Total
Earned
7
#/7
Partially
Met
Not Met
Comments:
The student identifies 3 to 5 common trends
from the region (positive or negative).
The student selects an area of opportunity to
address the issues(s).
The student uses the “who, what, when,
where, why, and how” approach to develop
the plan.
The student uses process improvement
techniques that are relevant to the industry of
concern and the item in need of
enhancement.
The student responds to one of the comments
as if they are a manager at the hotel,
addressing the concerns or positive feedback
The paper is 700 to 1,050 words in length
Writing Guidelines
The paper—including tables and graphs,
headings, title page, and reference page—is
consistent with APA formatting guidelines and
meets course-level requirements.
Intellectual property is recognized with in-text
citations and a reference page.
Paragraph and sentence transitions are
present, logical, and maintain the flow
Met
Comments:
3
Service Operations Management
Grading Guide
ISCOM/386 Version 4
Writing Guidelines
Met
Partially
Met
Not Met
Total
Available
Total
Earned
3
#/3
10
#/10
throughout the paper.
Sentences are complete, clear, and concise.
Rules of grammar and usage are followed
including spelling and punctuation.
Assignment Total
Additional comments:
#
Comments:
4

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