This study focuses on communication issues at The RIT Inn and Conference Center, (the Inn). Effective communication is crucial to nearly everything. Communication is the learned skill that makes the difference between an average organization and a great one. A great organization's management can fully engage staff in operations at a company that achieves maximum efficiency (Williford, 2002).

This study is important because it will identify the root causes of communication gaps between management and staff. In addition, it will identify problems related to disconnects between service staff and management that have caused several service recovery issues. These disconnects may be a limit to growth. The results of the study will be used to construct a technology-based process to enhance communications which may lead to enhanced customer service. The study may enhance service recovery at the Inn.

The technology based communication process enables all staff to anonymously bring issues to the attention of management. The network, along with the analysis of other findings in the project will be used to study the nature of communication issues and potential enhancements at the Inn.

The focus of the project is communication between all levels of staff at the Inn. The project goal is to enhance communication and to understand the relationship between communication (internal as well as external) and customer satisfaction.

Library of Congress Subject Headings

Communication in management; Hotel management--New York (State)--Rochester--Case studies; Hospitality industry--Management--Case studies; Communication in organizations

Publication Date


Document Type


Student Type


Degree Name

Service Management (MS)


Joan M Johnson

Advisor/Committee Member

James W Jacobs


Physical copy available from RIT's Wallace Library at HD30.3 .P38 2007


RIT – Main Campus