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Describe how you think the hotel’s management will make sure that the way it manages the hotel is appropriate to the way it competes for business.
How could the hotel management implement any changes in strategy? Support your answer with examples.
Question 2 (50 marks, 400 words)
The case study describes how quality, speed, dependability, flexibility and cost impact on the hotel’s external customers. Explain what each of these performance objectives means at Penang Mutiara Hotel, and then explain how the relationship between some of these objectives has internal benefits.