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Royal Hotel Case Study Analysis

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Royal Hotel Case Study Analysis 1

Troubleshooting Information Systems at the Royal Hotel: A Case Study Analysis

Jason Willis
University of Massachusetts
SCH­MGMT 632
Dr. Charles Mutigwe
May 28, 2016

Royal Hotel Case Study Analysis 2

Table of Contents
1.
2.
3.
4.
5.
6.
7.

Executive Summary
Case Overview
Problem Statement
Case Data Analysis
Decision Criteria
Resolutions Analysis
Recommendations/Action plan

Executive Summary
The Royal Hotel is an all suite luxury establishment in New York City that caters primarily to traveling businesspeople. As a luxury hotel, much of their clientele consists of high level executives who, by definition, are demanding and astute when compared to the average hotel guest. The 482 suites that comprise the hotel are equipped with various amenities to allow the client to conduct business from the comfort of the hotel. These include but are not limited to: paper fax, printer, copier, high­speed internet access, two­line telephones, and voicemail. In addition, the Royal Hotel maintains a fitness center, three restaurants, a coffee shop, a 24 hour business center, suite dining, complimentary shoe shine, and high­speed elevators. The Royal has hosted 150,000 guests and earned $30 million in revenue per year. While it has maintained profitability and a strong contingent of repeat clients, the Royal is moving toward optimizing its guest experience through proactive identification and resolution of service and amenity­related issues (carpet stains, inoperable internet, etc) (Piccoli, 2012). Based on the Strategic Impact Grid, the Royal Hotel falls into the turnaround quadrant. This outlines that they have operated at a respectable level with respectable

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