Project Description:

Imagine that you were a guest at the Grande Resort in Miami, Florida last year. The resort has experienced a decrease in revenue and wants to figure out why and what they can do about it. In order to find out what previous guests think, you have been invited to participate in a focus group with a few other guests. You had a bad experience there, so you think you have a lot to contribute to the focus group.

The focus group leader asks the following questions to the group. Write your answer to each question in complete sentences. When thinking about your answers, you can use past experiences you or a friend or family member have had, or you can make something up.

1. In your own words, what is the resorts service product? (Review Chapter 1 for service product)

2. Why did you have a bad experience at the resort? Choose at least three of the following topics below and explain what went wrong with each:

. Check-in and/or check-out

. Foodservice

. Housekeeping

. Other facilities, such as the gym, swimming pool, etc.

. Extra experiences/activities such as classes, day trips, etc.

3. What do you think the resort can do in the future to prevent the problems you have had? Think of a solution for each of the three topics that you wrote about in question 2.