The Pilgrim Hotel: re-visited. Improving service operations

Parker, David W. and Downie, George W. (2013) The Pilgrim Hotel: re-visited. Improving service operations Cranfield, United Kingdom: The Case Centre

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Name Description MIMEType Size Downloads
Author Parker, David W.
Downie, George W.
Title of report The Pilgrim Hotel: re-visited. Improving service operations
Publication date 2013
Publisher The Case Centre
Series The Case Centre Case Studies
Place of publication Cranfield, United Kingdom
Start page 1
End page 10
Total pages 10
Language eng
Formatted abstract
It has been several years since the original visit to The Pilgrim Hotel, part of the Star Hotel Group (SHG), located in the leafy suburb of Ormiston, Redland Shire, Queensland. During that earlier visit, many service management issues were identified; and a comprehensive strategic plan was in the process of being developed to meet the range of challenges the hotel was confronting. The key questions now are whether the hotel management have been able to turn things around or are there significant problems still outstanding. The Star Hotel Group (SHG) is concerned about the longer-term viability of The Pilgrim Hotel for a number of reasons - not least its most recent financial status as shown in appendices. Analysis of its financial position shows serious issues that need to be immediately rectified. Clearly, an action plan needs to be developed to show what measures should be taken to improve the financial situation. Complementing the action plan, a change management process also needs writing to ensure proposed changes have the best chance of success. A recent independent consultancy review of the operations identified several areas of concern.
Q-Index Code AX
Q-Index Status Provisional Code
Institutional Status UQ
Additional Notes Reference no. 313-308-1

Document type: Research Report
Collection: UQ Business School Publications
 
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Created: Thu, 19 Dec 2013, 16:12:15 EST by Karen Morgan on behalf of UQ Business School