You have been hired as the new managing director for a ski resort in Switzerland.

Due to the latest unfortunate pandemic situation worldwide, you have been informed that lately, the resort has had some problems with Overbookings (due to the limited number of guests permitted), reservations processes, customer service, bad reviews (as a consequence of cancelations or lack of service personnel) and the remaining employees are not happy with the resort.

• Define what the most important aspects are to take into consideration for a good service management in the current situation.
• Propose and carefully explain at least 2 strategies that you could implement to increase customer loyalty and customer satisfaction for the resort.
• Outline the possible obstacles / challenges service companies can have to manage their operations successfully in hospitality industry. Additionally, make suggestions on improving customer's waiting experience.