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

your recommendations.
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.

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