,.'chief Executive Officer Letter
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Course Instructor
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Section 1
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Address
you, deeply concerned about your challenges during your stay at Sedang Prestige
global properties, and it is clear that we fell short of these standards during your visit.
First, let me extend very personal apologies for all the discomfort and disappointment
you went through. I most sincerely apologize for not having met your expectations.
While I appreciate all your kind comments on the room views, Club Lounge, and
Restaurant service, several things could be improved to maintain the rooms and service
standards at Club Lounge, Restaurant, and Concierge services. Your feedback, even of
a harmful kind, is an imperative input toward our continuous effort to rectify specific
shortfalls and learn lessons for improvement in our operational practices and service
ethos at all levels across the organization("MGMT8111 W24 Week 5, slide 8: Global
Perspectives," n.d.). 3
One of the brand standards that our brand promise encompasses is corporate
oversight, which deals with quality, uniformity, and the development of memorable
experiences. The disparities you have pointed out were reason enough for us to do an
elaborate review of our operational oversight, most notably in how we enforce and
uphold our brand standards globally. One of the most significant challenges is going to
be maintaining that consistency across our properties. This is, undoubtedly, the most
complex challenge paramount to our identity and gaining the trust of our guests. We are
therefore stepping up our quality assurance, that is, more rigorous training programs
and sophisticated technologies designed to monitor and manage the conditions of the
Regarding the area of indication you raised regarding the Room and Club Lounge, we
need to do the management, including maintenance and staff training in both areas.
This will help us predict and forestall possible maintenance problems before they rub off
on our guests through data analytics. Further, our efforts to update such efforts and
ensure that our lounges' ambiance and service quality reflect uniformly in our lounges
come through our efforts in global standardization practices, how we treasure the
prestige of our brand by allowing spaces where exclusivity and comfort reign. This
enhance the culinary and service skills at staff housing in each of our properties to
ensure that each meal served meets the strict quality and presentation standards. 4
Besides, the company undertakes language and communication training programs that
prepare the team for exemplary services in all aspects to international clients by
improving the communication ability between guests ("MGMT8111 W24 Week 4, slide
A crucial part of our strategy to ensure that things like these never happen again will be
the severe investments we make in our people and processes. We are introducing a
competencies among managers and our frontline staff. This program will empower our
teams to consistently deliver the best service excellence aligned with leadership and
cultural frameworks discussed in our course materials (Herzog, 2022, para 19).
Mr. McKenzie, your experience is the kindling in PRTG for a brighter future. Let me
assure you that our measures are immediate and reflect our longer-term commitment to
outstanding performance. As a token of our sincerity and in the hope that it gives you
another chance to have your faith in our brand restored, we would be pleased to offer
you a tailored experience at any of our global properties that would meet your
n.d.). I cordially welcome you to contact my office directly for your stay. I assure you that
everything possible will be done to provide you with a genuine impression and quality of
Again, thank you for bringing this all onto the table. We take your feedback to the
highest value and consider it an opportunity to grow and improve. I look forward to
being able to host you again and showing in person the improvements we are making to
Warmest regards,
[Signature]
[Name]
Section 2
I hope this letter finds you well. I am writing to you not as the General Manager of
Sedang Prestige Resort but as a person who really loves the essence of hospitality and
how it influences the experience of the guests at large. First and foremost, allow me,
from the bottom of my heart, to apologize for the issues raised by you during your
recent stay with us. Every feedback from you is critical, and as such, it helps be the
compass for us in our never-ending quest towards service excellence (Herzog, 2022,
para 19).
Room Issues
In reference to the state of the room, problems, as stated by you, especially the high
moisture content and seepage in the room, and poor soundproofing from our side, were
a fundamental matter of concern. It raises such issues, which are not only 7
uncomfortable in the light of the comfort we are supposed to provide but also a flaw in
satisfaction and sustaining the reputation of our brand worldwide. (Herzog, 2022, para
19). Immediate corrective actions have been instituted, including comprehensive room
repairs and retraining for the staff, to preclude recurrence. Those are based on the
continuous improvement principle and bring out our commitment toward corrections of
Club Lounge
The issues of bad AC and misuse of the facilities of the lounge by our staff were
followed up with the great seriousness they deserve. Disciplinary actions have been
environment for our highly esteemed guests. Also, the quality offered in pastries on
board is analyzed at this time in line with our high standards of offering quality products.
This very well indicates the internal service quality model that we believe in, and it says
that the satisfaction and behavior of employees will definitely influence guest
n.d.).
Restaurant
The inconsistency in food portion and service quality that you pointed out has been
admitted as a human error. Remedial actions extended to include retraining the staff at
our restaurant and kitchen, including improving their proficiency in the English language. 8
Perspectives," n.d.).
Concierge
We are continuing with the English-speaking skills improvement initiative of our front-
line staff that cuts across all sections of the department, including the concierge, and we
are forging forward. We value that effective service delivery by our staff demands the
critical role that accrues from being in a position to communicate and, hence, correctly
attend to the varied needs of our international guests ("MGMT8111 W24 Week 4, slide
the improvement of our guests' experience through advanced staff development and
training.
Mr. Mackenzie, once again, please accept our most sincere apologies for any
inconvenience that has been caused to you. We are earnestly working on elevating our
service standards to ensure that such issues are not repeated ("MGMT8111 W24 Week
amends, with experience genuinely reflective of the quality of our resort, we invite you to
opportunity again, I would be happy to meet you personally and make your stay with us
Thank you once again for such valuable feedback. It would be our great honor to be
Resort with an aim to exceed your expectations and regain your trust in our brand.
Ricky Wang
General Manager
References
Herzog, C. (Ed.). (2022). Global Perspectives for Canadian Hospitality (1 ed.). Kendall
Hunt
https://conestoga.desire2learn.com/d2l/le/content/999368/viewContent/
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