roccoco hotel - new york

TO: Mr. Tony Richards, GM

FROM:
DATE: June 16, 2003

SUBJECT: Recommendations


It has come to your committee’s attention a letter by a former patron. Ms. Laura Bressner has expressed her dislike in the following areas:

 Poor front desk service (lackadaisical, wrong room type, rudeness)
 Slow room service
 Poor attention to detail

She has stated that she will not be attending your hotel again.


You have also received an evaluation from the High Stars Consulting Company, a leading international firm specializing in quality management programs in the hospitality industry. They have sent an executive summary based on the experience of four shoppers who stayed at your hotel for three nights in September of this year. The following areas have been pointed out as either being sub-par or negative:

Reservations
 One reservationist was addressed by their first name
 Inconsistent offers of smok...