The Sunnyvale Hoteli so perated by a major hotel management corporation. To ensure guest satisfaction, 300 survey forms each containing sixty-five questions are mailed to guests each month. Usually, about seventy of the forms are returned. The hotel company categorizes the guest satisfaction scores obtained into colored zones, with green being the best, then clear and yellow, and red being the worst. Scores can be compared with those of equivalent hotels. —

The most recent survey indicated a significant decline for the Sea Grill Restaurant, with scores in the red zone. Guests’ concerns were in the following areas: hostess attentiveness, spread of service, and quality of food.

On investigation, the director of food and beverage also realized that the name oft he restaurant, Sea Grill, was not appropriate for the type of restaurant being operated. When asked, some guests commented that

“it’s a bit odd to eat breakfast in a fish place.” eal 1. What would you do, as director of food and beverage, to get the guest satisfaction scores back into the clear or green zones?