Chapter 1- Case Studies

Stephany Soto Professor Charles Beris HMD 203-1001 9/5/16 Case Stuies ! Bi" #ish in a S$all Pon #louners in the %reat &a'es 1( Ho) *oul *oul the "eneral "eneral $ana"er $ana"er at the Merri$ Merri$a*' a*' ha+e $ae $ae ,effs ,effs transit transition ion into into his ne) .o easier The general manager could have made sure the Jeff was trained into the position.  For example, he should have been trained on the computer program, because that  is an essential to the job. He also should have been aware of the procedure of obtaining a clean room for a guest and be aware of the log. Also, he should have had a day where he shadowed someone to learned how a typical day is at the  errimac!, so he wouldn"t be overwhelmed on the first day. 2( hat steps steps *oul *oul ,eff ha+e ha+e ta'en to to $a'e a s$oother s$oother transit transition ion to the ne) ne) .o  Jeff could have made sure he was trained because one hotel is totally different different than the next hotel an d he shouldn"t have assumed the errimac! was going to be organi#ed as the Fairmeadows. 3( hat a+i*e a+i*e $i"ht $i"ht ,effs ,effs frien frien ha+e to to help hi$ $a'e $a'e this a su**ess su**essful ful *areer *areer $o+e $o+e  Jeff"s friend friend might tell him to build a relationship relationship will the people who are wor!ing  at the front office and to all of the heads and directors of the other departments. $ooperation between the different departments is the only way where the guests will be satisfied with their stay at the errimac!% all the departments must communicate with one another or there will be chaos and disorgani#ation.

Choosin" the i"ht Person for the ,o 1( hat *riteria *riteria shoul shoul Christof Christofff *onsier *onsier )hen sele*tin sele*tin" " a $ana"er to hea up the inter+al inter+al o)nership usiness unit $hristoff should consider someone who has experience in hospitality and  someone who has experience with interval ownership business unit.

2( Base on the *riteria e+elope in Dis*ussion uestion 41 )hat are the stren"ths an )ea'nesses of ea*h appli*ant  icah Thompson strength is having impressive sales and mar!eting s!ills but his wea!ness is thin!ing that this job is similar to managing a hotel. &lena 'amire#"s  strength is dealing with individual owners and understanding their uni(ue needs but her wea!ness is that she has dealt with )** owners while the job may call for managing +*,*** owners. &arl Jac!son strength is having +* years of experience with at interval ownership properties but his wea!ness is not having evidence of hotel experience. 3( hi*h appli*ant shoul Christoff hire hy $hristoff should hire &lena 'amire#, first off her resume was the only one that  stood out to me. he has the experience with having strong wor!ing relationships with individual owners" associations. he also has experience with another resort condominium when she was an owners" relations manager. &ven though she has wor!ed with )** owners at a time and this job calls her to wor! with +*,*** owners, she is the only applicant who has a better idea on how to face the job.

u for )o 1( hat )here the $ain e7pe*tations of Mr( an Mrs( ae Their main expectations were a hot tub for two, a (uaint style of lodge, and near downtown. 2( hen an ho) )here these e7pe*tations for$e These expectations where formed by the reservations agents when rs. -ade and  before their stay at the oden /ceanside 'esort. r. and rs. -ade had called reservations before their stay to ma!e sure that everything they wanted would be available. 3( 8f you )here the MD )oul you ha+e "one to all that troule to help the aes  0f 0 were the /1, 0 would have gone through all that trouble to help the -ades.  0t is not fair to the -ades that they were misled by the reservations agent% this is a very special occasion to the -ades and they had called beforehand to ma!e sure they were getting everything they wanted. /1 job is ma!e sure all guests are

 satisfied, even if that means you will no longer receive their business because that   shows the guests the lengths you will go to ma!es sure they are satisfied. :( as Mary ri"ht in tryin" to fin the ae a sustitute roo$ in the resort  0 believe ary was right in trying to find a substitute room for the -ades, because she still tried to !eep their business. -hen you wor! in a resort, your main priorities are to ma!e sure the guests ! now that you have their best interests at heart and will go above2and2beyond to ma!e sure they are satisfied. 5( Shoul the MD ha+e refune the eposit in this *ase The /1 should refund the deposit because they were misled by the reservation agent and once again it is a special occasion for the -ades. The -ades did not ma!e any mista!es on their part and they did the right thing and called beforehand to ma!e sure they had all the amenities that they wanted. esides, the -ades left the resort satisfied and they said that they might return to the oden on another occasion. The oden might have lost business this time around, but there is a chance they will receive their business again.