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1. What do you think would be the definition of excellent service at time of check-in (a) at a motel on the highway and (b) at a full-service Ritz-Carlton hotel?
2. Think about the last time you visited a hotel or restaurant as a guest. What moments of truth do you recall? What impact did they have on your overall impression of the hospitality operation?
3. Consider the following statement that is repeated from the chapter: "The majority of all problems in a lodging property are caused by the manager not by the employees." Do you agree? If you currently hold a job in the hospitality industry, what would your manager think about this statement?
4. Assume that you are a hotel manager who is very concerned about providing quality guest service. List three critical topics you would discuss in a guest service training session presented to all new employees at the time of their orientation.
5. Sometimes even very good employees are reluctant to change. Assume, for example, thet a specific housekeeping procedure had been utilized for many years at a property. A change is necessary because of numerous guest complaints. What tactics could you, as a manager, use to reduce the employees' resistance to change as the new procedures are implemented?
BalrogMining Corporation offers to sellSindarin Refining, Inc., a certain quantity of unrefined oil. IfSindarin sends an acceptance viaBalrog's authorized mode of communication, it will be effective when it is:
Discuss current options for major U.S. oil companies in today's environment. (see section 9.4 in the text for various choices). What would you recommend?
Analyzing Case Material - Becoming familiar with the case material is the first major analytical step.
What would be one thing you would do as a manager to promote a positive corporate culture in a global environment?
Calculate the after-tax cost of debt under each of the following conditions:- Interest rate, 13 percent; tax rate, 0 percent.
bullying and employee grievance1. what is meant by the term employee grievance?2. why is it important for employers to
What was the outcome of Whistle Blowing for society, the organization being reported, and the customers and employees of the organization?
1. Briefly summarize Simon's principle of bounded rationality as it applies to satisficing. 2. The terms consideration and initiating structure emerged from the Ohio State studies. Explain what these terms mean in relationship to leadership.
1. What is the best argument against the new standards? 2. What is the best argument in favor of the new standards?
How does knowing personal difference in your co-workers can assist you in building effective teams at work.
Pretend you are deciding how to handle this ethical problem. First approach the analysis from the utilitarian ethics theorist point of view
What are the reasons organizations manage risk? Do you think more organizations are proactive or reactive when it comes to managing incidents - and what steps should they take? Does that make them more proactive?
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