Purpose: The purpose of this assignment is to identify and analyze a case study from within the hospitality industry that is focused on guest service, guest satisfaction or service improvement.

Task: You will write a five page analysis of your selected case study outlining the key elements that assisted an organization in improving their guest service or guest satisfaction metrics. Think outside the box and look for case studies that contain changes in technology, self-service, and overall changes in industry trends.

You should outline the following questions in your analysis:

• Brief overview of the organization
• What was their initial challenge or problem?
• What elements assisted in improving their service or satisfaction metrics?
• How could this learning be applied to other organizations to positively impact their levels of guest service or satisfaction
• Guidelines:

• Your name and section number must be on each submission
• Submission should be at least five pages, double spaced, Times New Roman 12 font
• Properly cite and attach the case study with your submission