1. H-tel
Objective – The current objectives of the business are to provide an effective standard of customer service and to increase the number of bedrooms in each hotel by 10% to meet demand at peak times.
A future objective is to find ways to increase occupancy on weekdays and in the winter.

2. To understand Hi-tel’s objectives we need to find answers to the following questions.
What is effective customer service?
What does the term “peak time” mean?
What do they need to do to increase in the number of bedrooms in each hotel?
What can they do to increase occupancy on weekdays and in the winter?

3. 1. What is effective customer service?
Q a. What is customer service?
The service provided to customers before, during and after purchasing a product
When a business meets customer needs
A method of production
Q b. What is the best method of improving quality?
Expansion
Lowering costs
Staff and management training
How can H-tel meet its objective to provide an effective standard of customer service?

4. 2. What does the term “Peak times”, mean?
The time at which the highest numbers of viewers are watching - for example The news programme goes out four times a week at peak time.
The most busy time - for example a 10 per cent reduction in traffic at peak times
When will Hi-tel’s their “peak times” be?
What could have an affect on the company’s peak times?

5. 3. How will they increase in the number of bedrooms by 10% in each hotel?
What will the hotels have to do to in order create the extra rooms?
How will an increase in the number of bedrooms affect the company?
How might the work required to create the additional rooms affect the
The hotel
Customers
Staff

6. 4. What can they do to increase occupancy on weekdays and in the winter?
What other business objectives could Hi-tel have?
Could the expansion cause them to change their objectives?
Why?
How might they change?

7. Homework
What are your research businesses objectives?
Have they ever changed, if so what did they used to be?
Why did they change?
What future objectives do they have?
If they don’t state what the future plans are, you should identify what you think their objectives might be and give reasons for your choices.