The Riverside Hotel (a fictitious hotel) is a 165-bedroom (operating all year round) upper upscale boutique hotel with a star rating of 4 stars. The hotel has a heavy reliance on corporate market segment and conferences in weekdays and transient leisure over weekends. You have been hired as a new Rooms Operations Manager. The hotel's current year's rooms financial performance has been overall adverse compared to last year, as evident from the financial information (refer to section 5 below). There has been recent poor guest feedback, which has highlighted the following issues: inaccurate information about hotel's room product and in-room amenities provided long waiting times at arrival and departure phones not getting picked at guest services poor cleanliness in bedrooms delay in delivery of guest requests to bedrooms The guests have suggested the hotel does something about these on an urgent basis, that will make their stay more comfortable, service delivery quicker and improve their experience