Executive summary According to the case, we can found that the Canyon Ranch is one of the best resorts in US; it has enough long history and experience, also have their own special services. They also care about their customer very well. However, in the IT area, it still has space to improve. The first thing is to reduce the cost. Canyon Ranch has 2. 5:1 staff-to-guest ratio, it also was the advantage in competition. But this will cost too much, Canyon Ranch can use the information technology to decrease the amount of staffs.
Some services can be done by the computer like registration or remind services, sometimes, the guest want their privacy space, at this time the Canyon Ranch should offer guests options to enjoy their private time. In another aspect, the information system can help the staffs to manage the profile of the customers. When the customer checking in the resort, the system will tell the preferences of each customer to the service provider automatically. These data of preferences can also help the Canyon Ranch provides much more projects that fit for customers.
For the new customers, it should have a survey system to get the basic preferences. There should have some self-service machines to provide reserve service to the customers, to help them reserve the private spa service by their own. It will decrease the cost of Canyon Ranch and increase the efficiency. It also can attract more customers back to Canyon Ranch again. Another problem in Canyon Ranch is the separating system. The CLS system is the core system that runs the whole company, but the Guestware and POS software cannot connect to the core system. So the plan above cannot be implementing until this applicability problem solved.
The Essay on Customer Service and Design Alternative Courses
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The good news is the Canyon Ranch owned the source code of CLS system, and it could be customized easily. Canyon Ranch should work with the develop company of CLS to customize the system. When the Guestware and POS join the core system, the managers could know the data of customer preferences more clearly, and then make the right decisions. Canyon Ranch should build more attractive website as well. It is a good way to provide new customers. Same with the order system online, it should be efficiency and less cost than the agents, and can be used by the customers all around the world, not only US.
