Royal Hotel Case Study

Case Study Royal Hotel

1. Blake got an internship in a highly regarded local IT consulting firm. He was assigned to a small account to manage a whole project in Royal Hotel which was a luxury all-suite hotel primarily serving an executive clientele visiting Manhattan on business. Since a large part of its revenue generated from repeat guests, Royal Hotel provided excellent quality of room service which means any little flaw like stain on the carpet or a clogged toilet was unacceptable. The general manager demanded Blake provide a solution to avoid the happening of such problems.

　　　After examining the property and interviewing a number of people, Blake recommended Royal Hotel purchase and install an information system called The Espresso! application which would allow housekeepers to report problems immediately when they were identified and eliminate the recurrent problems. The new idea was supported by the executive team and everything seemed going smoothly. However, after a month and half since Blake left, he received a call from his boss said the project was failed and he had to go back to find out the problem.

2. The cause of current situation lies on the two components of IS: process and people. The discrepancy between the process as designed by organization and the manner in which they are actually enacted is one cause of the failure. Although appealing, the system was not welcomed by the employees and they didn't fully understand the principle of this application and there seemed no one supervises employees operating the system and record feedback which means even the application was good but it wasn't well processed. Another cause should be the people. Employee rapidly lose interest in the system and return to the old manual system. They should have been well trained to use the system and be patient to the system rather than stick to the old one due to the lost of their interest.

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