Company Background
What type of business is Le Grand Courland Tobago?
Spa and Resort
What is a major consequence of understaffing?
Emotional Exhaustion (employees are undertaking multiple roles at once)
What are the internal challenges faced by Management?
Staff Shortages and Ownership Issues
What is Market Research?
Market research is the process of gathering, analyzing, and interpreting data about a market, including information about the target audience overall industry.
What is a service?
Services include all economic activities whose output is not a physical product, is generally consumed at the time it is produced, and provides added value in forms that are essentially intangible concerns
What services does Le Grand offer?
What does RATER stand for?
What demographic trends were observed among customers at Le Grand Courland?
Most customers are from the Caribbean, particularly Trinidad and Tobago, Barbados, and Guyana, indicating a strong local presence.
Is Le Grand's bar pool currently functioning?
No
What is Mystery Shopping?
In this process, businesses hire "mystery shoppers" (also known as secret shoppers) to visit their stores, interact with employees, and evaluate various aspects of the business.
Who was the owner of Le Grand?
Ishwar Galbaransingh
Who were the group members that presented the Literature Review?
Cheyanne and Shadae
What factors contribute to customer satisfaction at Le Grand Courland?
Affordable Prices, Customer Service,
How can Le Grand Close the Knowledge Gap (GAP 1)?
Market Research, Relationship Marketing and SERQUAL
How many GAPS exist?
4
What illness did the owner battle before passing?
Cancer
Mystery
FREE SNACK
What is the primary reason customers visit Le Grand Courland?
Vacation
What is a service recovery strategy mentioned?
Supply Adequate Explanation
What is the Knowledge Gap also known as?
The Listening Gap
What is the other hotel co-owned with Le Grand?
Grafton Beach Resort
What does CRM Mean?
Customer Relationship Management,
What data collection methods did we use?
Interviews and Surveys
What is the 4th GAP known as?
The Communications Gap
What is GAP 3 known as?