Simulation Case Study
Review “Simulation Case Study: Phoenix Boutique Hotel Group” for this topic’s case study, in which you provide guidance to Phoenix Boutique Hotel Group (PBHG) founder Bree Bristowe. Use the
attached Excel spreadsheet file for the calculations and explanations. Cells should contain the
formulas (i.e., if a formula was used to calculate the entry in that cell). Then, prepare a 500
word recommendation for Bristowe’s best course of action. Explain your model and the rationale for
Simulation Case Study:
Phoenix Boutique Hotel Group
Phoenix Boutique Hotel Group (PBHG) was founded in 2007 by Bree Bristowe. Having worked for several
luxury resorts, Bristowe decided to pursue her dream of owning and operating a boutique hotel. Her
hotel, which she called PHX, was located in an area that included several high-end resorts and
business hotels. PHX filled a niche market for “modern travelers looking for excellent service and
contemporary design without the frills.” Since opening PHX, Bristowe has invested, purchased, or
renovated three other small hotels in the Phoenix metropolitan area: Canyon Inn PHX, PHX B&B, and
The PHX Bungalows.
One of the customer service enhancements Bristowe has implemented is a centralized, toll-free
reservation system. Although many customers book specific hotels online, the phone reservation
system enables PBHG to find the best reservation match at all properties. It has been an excellent
option for those customers who have preferences regarding the type of room, amenity options, and
the best price across the four hotel locations.
Currently, three agents are on staff for the 6 a.m. to 2 p.m. call shift. The time between calls
during this shift is represented in Table 1. The time to process reservation requests during this
shift is in Table 2. TABLES ARE ON NEXT PAGE.