Ferndale Sands Conference Centre is a conference venue of 52 rooms in Victoria State, Australia. They pride themselves on offering supreme quality and service; the `executive retreat’. Mario Romano, the owner and General Manager, is furious and alarmed to read a review which threatens their excellent reputation.

An urgent meeting is called to address the negative publicity.

● How would you assess the performance of the hotel within different aspects of its business and what path of improvement would you recommend?