To make the claim that one provides 'World Class' service is easy. Supporting that claim is not so easy if you do not have the proper tools. The Lodge at Woodcliff, a resort hotel in Rochester, New York claims to provide 'World Class' service, but does not have the facts or tools to produce the facts to support this claim. Data has been collected related to service quality throughout the resort. This action research will attempt to integrate an information processing system at the Lodge at Woodcliff. This information processing system will enable management at the Lodge at Woodcliff to measure quality standards throughout the resort as well as make decisions based on statistics rather than senses of what is needed to be done. Additional materials contained within this case study will provide educational support for the staff at the Lodge at Woodcliff.

Library of Congress Subject Headings

Hospitality industry--Quality control--Data processing; Customer services--Evaluation--Data processing

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Marecki, Richard


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.C8 S883 1996


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