Cases For Publication (UCWC103)
Abstract

EXECUTIVE DECISION

Amri Ahmad
Khairu'l Najmi Idris

The case is about a big client who threatened to pull out his business from a hotel when he was overcharged. The mistake was due to an old front office system which was outdated. To improve their effort to service their client well, the hotel should have purchased a new system. The proposal for a new front office system was tabled at a meeting but it was not approved. After the incident, the management quickly reviewed the proposal again.