1. As the newly appointed manager of Grand Hyatt Hotel in Kuala Lumpur, it will be your top

priority to ensure that the hotel is well-maintained, clean, and provides excellent service to all

guests. To achieve this, you will develop a comprehensive cleaning and maintenance

schedule to ensure that the hotel is free of debris and always clean. This will involve regular

cleaning of guest rooms, common areas, and public spaces to ensure that guests have a

comfortable stay. In addition to this, you will ensure that all guests have access to the internet

and complimentary breakfast. To cater to guests' preferences, the hotel will offer non-smoking

rooms, and laundry facilities for their convenience. To ensure that the hotel guests have a

memorable experience, fruit trays will be provided upon their arrival and offer complimentary

limousine service to and from the hotel. This will make their stay more enjoyable and

convenient. Finally, you will also establish an effective communication system to receive

feedback from guests and respond to their needs promptly.

Conduct a KANO ANALYSIS on the case study provided above, and identify the elements that

can influence the value of a product or service based on the results.