Easter brunch

Were the hostess’s actions consistent with a customer-focused quality philosophy? What might she have done differently?

The Case of the Missing Reservation Mark, Donna, and their children, along with another family, traditionally attended Easter brunch at a large downtown hotel. This year, as in the past, Donna called and made a reservation about three weeks prior to Easter. Because half the party consisted of small children, they arrived 20 minutes prior […]

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