case study; The Pizza PuzzleOrder DescriptionThe Pizza PuzzleCharacters: Tarek Al-Amin, General Manager, Holiday Inn – Amman, Subsidiaryof Hospitality EnterprisesHind Al-Mufleh, Food Services Manager, Holiday Inn – AmmanTarek Al-Amin is General Manager for the Holiday Inn – Amman, Jordan. Hind Al-Mufleh isRestaurant and Food Services Manager for the Inn. She reports to Tarek. Twoyears ago, Hind noticed a decline in room service business, the highest margin portion ofher operation. This decline coincided with an increase in the national sales of pizza deliveryand carryout firms as well as an increase in the number of empty pizza boxes from thesefirms being left in guest rooms in the Inn. Her immediate response was to install a pizzaoven in the kitchen and offer room service pizza to guests. The effort met with modestsuccess, though it was well below her expectations. Questionnaires completed by departingguests revealed a problem of product quality.Focusing on this problem, Hind improved the Inn?s pizza until blind taste tests judged it atleast equal in quality to the products of the two major pizza delivery competitors in Amman.Sales did not improve, convincing Hind that the problem was a perceived mismatchbetween the hotel?s image and guests? expectations of pizza makers. Guests simply did notseem to believe that the traditional steak and seafood restaurant at the Inn could make ahigh-quality, authentic pizza. Based on this conclusion, Hind presented the followingproposal to Tarek:“Sales of room service pizza are stagnant due to guests? misperception that our product islower in quality than that of competitors. This misperception is based on the belief that untilwe disassociate our pizza from the Holiday Inn name. Therefore, to capture more roomservice pizza business, we should create a „Napoli Pizza? image for our guest room deliveryservice by:??Preparing „Napoli Pizza? brochures for each guest room, complete with a phone numberwith a prefix different from that of Holiday Inn. The number will reach a special phonein room service, which will be answered, Napoli Pizza, authentic Italian pizza from old,family recipes.???Using special „Napoli Pizza? boxes for delivering room service pizza to guests.??Issuing „Napoli Pizza? hats and jackets to room service personnel for use in pizzadelivery. Room service waiters and waitresses will wear these garments to deliver pizza.They will change to their regular uniforms for other deliveries.”Questions:Explain how should Tarek respond to this proposal by:1- specifying the relevant facts in this case2- discussing the ethical issues3- determining with precision who should be involved in the decision making process andanalyzing the viewpoints of the stakeholders4- prescribing the possible alternatives and evaluating their consequences5- Choosing the best alternative to solve the ethical dilemma and describing the potentialeffects of the chosen action.Report format:1- The report should contain between 1,000 and 1,500 words (6 to 8 pages)2- Times New Roman 12 point font should be used for the text and 14 for the headings withdouble spacing. Do not use more than two colors in the report.3- There must be a cover page with the name of the student, his/her registration number, theinstructor?s name, the section and the date of submission of the report.4- The deadline to submit all reports is November 30.PLACE THIS ORDER OR A SIMILAR ORDER WITH US TODAY AND GET AN AMAZING DISCOUNT ?
