Case study of a medium class hotel in Antigua, West Indies

Primary areas found to be in need of attention

(A) : Inefficient service provided by under trained and insufficient numbers of staff.

(B) : Poor levels of communication between management and ground staff.

(C) : Unacceptably low occupancy rates: Standard rooms and suites needing only minimal work and investment to be prepared to take guests yet still remaining unavailable.

(D) : Insufficient number and variety of bars and restaurants also lacking in tropical fruit and fruit juice supply.

(E) : Sports facilities often unavailable due to an outdated booking system.

On the positive side, this hotel had excellent food and a loyal sector of repeat customers aged 60+