Executive Summary Remington Hotel is a large hotel located at the airport and is involved in checking in passengers who want to spend their nights at the airport. The hotel is very large comprising of more than 100 rooms spread across adjacent buildings. It is important for this hotel to provide high quality services to the customers since it is the quality of the services that will either draw the customers to the hotel or drive them away. These services have to be offered expertly by front desk attendants who serve the guests on a daily basis. It is the endeavor of Remington Hotel to provide its customers with the best services ever. As part of this endeavor, earlier in the year before Lewis joined the hotel, they conducted a service quality assessment to determine the satisfaction of the hotel guests with the services provided. The hotel guests were supposed to provide information on the service dimensions including tangibles like rooms and lounges, assurance, responsiveness and empathy. The kind of assessment provided by the management was a scale rated up to seven given to the hotel guests to fill. This was a suitable method for the hotel management to determine the level of service quality in Remington Hotel (Hoffman & Bateson, 2010). Introduction Hotels located at the airports are crucial facilities that provide services to passengers on transit. This report basically documents my experience after being transferred to Remington Hotel to improve the services at the hotel. One of the reasons why I am transferred to this hotel is because of the good performance I have exhibited in my previous work places. Before joining Remington, I was fully aware of the challenges I was bound to encounter in this new place of work. This is due to the high number of passengers who check in at the hotel necessitating the establishment of an efficient system to ensure that all guests are handled effectively. There are only two front desk assistants involved in the process of checking in the guests which proves to be quite a hard task (Hoffman & Bateson, 2010). These are some of the challenges that I am expected to deal with. Findings Right from the onset, I knew that there was a big challenge to be dealt with and what I witnessed on my first day at Remington confirmed my anticipations. There were about 20 guests waiting to be cleared when a vehicle arrived with 80 more guests also to be checked in. This implies that there were about 100 guests to be checked in by only two front desk agents. However, after 40 minutes the agents had managed to check in all the guests. Despite the fact that the front desk agents had managed to check in all guests within this time frame, I did though get wind of other challenges existing in Remington within the first day. As I was preparing the ideas that I was supposed to discuss with you on how to improve the service delivery in the hotel, a guest showed up and explained that he was not satisfied with the services offered in the hotel. The guest said that he had called at the hotel after seeing its advertisement and was confident that he was going to get relevant services from the hotel. However, since it was during the day he was informed that there were no servi