book Summary

“Eureka!” Cried Jim Jackson to his wife Joan. “We won a free weekend from the drawing at that party we went to last week! It’s a weekend at the Meadow Lodge Resort (a property of a major upscale hotel chain), with deluxe accommodations in a Signature Service room. We also get a free Sunday brunch. All we have to do is call the concierge. Let’s go next week; I need a break.”

The Meadow Lodge Resort was not far from where Jim and Joan Jackson lived. Next to it was a modern center with, among other things, four tennis courts. Tennis was the Jackson’s favorite sport. The resort also featured indoor and outdoor swimming pools and other health center amenities. The Jacksons had often talked about going there for a weekend just to get away from the “rat race.”

FRIDAY NIGHT

The Jacksons arrived at Meadow Lodge about 5:00 p.m. on a Friday afternoon in early June. They planned to play some tennis, do a little swimming, take a whirlpool and sauna, drink wine at the outside pool patio café, catch up on some reading, watch a movie, and, in general, just relax. They arrived in their room full of anticipation.

“Uh, oh,” said Jim as they entered the room. “There’s only one comfortable chair in the room for reading.” He called housekeeping and another one was delivered promptly. There was still, however, only one reading lamp. He tried to position the desk lamp for the other chair, but it didn’t provide enough light. Also, there wasn’t any table for either chair on which to put a drink or a coffee cup. “So much for reading,” he said as he positioned the desk chair so at least one of them had a “table.”

The Jacksons proceeded to unpack and put their clothes in the two dresser drawers. It wasn’t that easy because the drawers had no runners and kept going askew and falling out. “I wonder where they got this furniture,” said Joan. Jim picked up the TV program to see if he could catch the French Open tennis tournament. “This TV program starts tomorrow,” he said. “They’ve already replaced this week’s.” He called housekeeping again. The same program was delivered. “I think I know where there’s this week’s.” said the houseman, who quickly went and got one. “Let’s play tennis,” said Jim. After tennis, they decided to have a quick drink on the outdoor pool patio, but unexpectedly found it closed.

When they returned to their room, the phone rang. It was friend of the Jacksons who lived nearby. They had agreed to meet him for a drink at 8:00 p.m. “Meet you in the piano lounge,” said Jim. The room directory says it’s open until 10:00 p.m.; it should be nice and quiet.” They went downstairs, met their friend, and went to the piano lounge which was part of the lobby but sectioned off with comfortable chairs and couches. There was no one else there. As they sat down, the piano player said, “The bartender just went home. If you go to the bar and ask, they’ll bring you a drink.”

The three got up and went to the bar. “We can’t stay here,” Jim said. There was a TV blaring some nonsense in one corner and a large-screen TV doing the same in the center, although there was only one couple in the room, who was not watching it. They tried to find a corner to get away from the TV, but there was no escaping. They asked the bartender to serve them in the piano lounge. He said he couldn’t do that but offered to give them drinks to take out themselves. Jim signed the check, and as they walked out, they picked up some munchies on a table by the bar. “Do you want that charged to your room?” said the bartender. “We thought they were free snacks.” They said. “That’s okay,” said the bartender, “Go ahead and take them I won’t charge you.” They went back to the lounge to have their drinks and enjoy the music, but the piano player left at 9:00 p.m., about the time they got there.

At 9:45 p.m. the Jacksons’ friend left and they headed for the casual restaurant, which closed at 10:00 p.m. The hostess greeted them with, “We close in 15 minutes.” “Does that mean you’ll throw us out at 10:00 p.m.?” Joan asked. “No, but we close in 15 minutes,” was the response as she led them to a table, repeating the admonishment one more time. There was only a party of two in the restaurant that looked as though it could seat 150. The hostess seated them in a dark corner close to the kitchen entrance. “Do you have another table?” they asked and were led to a table near the entrance. They ordered a light meal and finished it promptly.

The Jacksons went back to their room and turned on a pay movie. It was too fuzzy to watch so they turned it off and went to sleep. The next morning the desk clerk removed the charge from their bill and told them if it happened again to call maintenance.

SATURDAY

The Jacksons got up at 7:00 a.m. and made some coffee in the in-room coffee maker. They found orange juice and cream in the minibar but it was so warm they were hesitant to use it. “Let’s go for a swim,” said Joan. “Check first to see if it’s open,” said Jim. Joan looked in the room directory and saw that the pool opened at 7:00 a.m. “But it’s closed from 8:00 a.m. to 9:00 a.m.,” she said. “What’s the point in going, it’s already after 8:00 a.m. I wonder why they would do that with all these people in the hotel on weekend packages?” They decided to spend the day driving around the countryside instead.

Back in their room that evening, the Jacksons had a glass of wine and tried to decide where to go for dinner. Not wanting to get back in the car and drive again, they decided to go back to the same restaurant. This time they went earlier, about 8:00 p.m. There was a party of six and a deuce in the dining room. They were seated in the same dark corner next to the party of six and they once again asked to move. They were moved again near the door and right in front of where the buffet was being set up for Sunday brunch. “What’s the use?” they said. The hostess, a different one, overheard them and came back to ask if they would like to move. “Yes.” They said. “We’d like to sit near a window.” The hostess went and talked to the waitress, who shortly after, came to take their order. “The hostess said we could move.” “Well,” was the reply, “she talked to me, but I’m the only one on tonight and that section is closed.” The pained expression on the Jackson’s faces must have moved her because she finally said, “Well, all right,” and took them to a window table. She wasn’t too pleasant, however, during the rest of the meal. The Jacksons finished dinner and went to their room, where they finally found a movie to watch that was clear.

SUNDAY

On Sunday the Jacksons slept late. They packed their bags before going downstairs to have their free Sunday brunch in the same dining room where they had been twice for dinner. This time there were about

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0 people in the room. They were led to the same dark corner table. As they muttered, the waitress overheard them. “Would you like to move?” she asked. “We’d really like to sit by the window on such a beautiful day,” they replied. “Fine,” she said, “but I’ll have to set up the table because that section is closed.” “Never mind,” replied the Jackson, “we’ll stay here.” The brunch was delightful.

After brunch the Jacksons checked out. “Well, that’s the last time for that place,” said Jim as they pulled out of the driveway, “even if it was free.” “Not really,” said Joan, as she looked at the bill. “We spent over $200. Besides, it wasn’t so bad. It’s a nice hotel, and the people were certainly nice and responsive when you asked.” “I know,” said Jim, “but it’s the little things that make the difference.”

Due date: April 10, Sunday

Required paper format:

·

No cover page.

· Use Times New Roman 12 font with 1” margin for all four sides and single-spaced.

·
Please do not type questions and use page numbering.

Submission of case study guidelines:

1. Click on the “Mid-term Project Drop Box”.

2. Attach a file by clicking on browse my computer and locating the file on your computer.

3. Click “submit”.

4. DO NOT COPY and PASTE your assignment into the comment box.

Questions for Mid-term project: Little Things Mean a Lot

1. Identify and briefly describe a minimum of five service gaps (25 points). Describe each service gap in a minimum of two sentences each. The answer for this question must have a minimum of 15 sentences. The answer needs to be written in a paragraph format or a bullet point.

(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 or a bullet point. (15 points).

3. What are your thoughts about management (15 points) and what are your suggestions to improve? (15 points). 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 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. (20 points).

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. (10 points).

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