Layla is the new manager of a resort hotel. she knows from reviewing customer complaints that service quality at the hotel is not consistently meeting customers' expectations, and she believes that the biggest problem is that her employees are not sure what is expected of them. to improve service quality, layla will:

Setting the specific goals based on consumer expectations

Explanation:

 According to the given question, Layla is the new hotel manager and she find negative response from the customers as she is not able to providing the good services according to the consumer expectations.

 Layla believe that the actual issue is that the employees of the hotel are not understanding the actual requirement of the understand so setting the specific goals according to the customer expectations or requirement to improve her resort hotel service and also quality.

 Therefore, the given answer is correct.