Reference no: EM133534172

Case Study: Jacob Kerr, the General Manager, of The Greenwood Hotel & Suites, a 500-room fullservice hotel stood up and began the weekly operations meeting with his department heads. He reviewed the sales and financial reports of the past week, then turned the meeting over to Samantha Zimmerman, the Director of Sales. "I've got some good news and some bad news," Samantha began. "I've managed to bring back a group that is going to book 420 of our 500 rooms. They'll be here for two nights during our slow time and will be using our banquet services for at least one dinner. "That sounds fantastic," Michael said. "What's the bad news?" asked Emily. The GM's lips twitched into a quirky smile, "The group is National Youth Soccer League. Nearly every department head that had been with the hotel for longer than a year groaned. "Those are the folks that trashed the rooms last year," Ashley, the chief engineer, complained. "It took us almost a week to get all of our rooms back into rentable condition." "They also made a mess of the lobby," Michael said. "On Sunday morning they dropped all their luggage in the lobby and took off for breakfast. Our regular guests could barely get through to the check-out desk. "

"I seem to remember one of my room attendants telling me about this group," Brandon said. "She told me that she found evidence of more than a dozen people staying in one room." Samantha, the Director of Sales, stood, bringing her fist down on the table. "Well, they weren't too thrilled with us either. I had to work really hard to get them to come back. It's a great piece of business. Mr. Kerr the General Manager asked each department head to make a list of issues and complaints from previous years and to come up with solutions to help make the group's stay less eventful for all.

Questions: The list for Housekeeping Department issues read as follows:

Þ Several guests had items stolen from their rooms.

Þ There was too much noise at night as there were many rooms with too many people staying in the rooms.

Þ One of the room attendants reported that they were shoved out of the way while she was cleaning the rooms (and indirectly injured) to get access to the rooms and valuables.

Þ Rooms were damaged and soiled to the point they needed at least 2 days of deep cleaning and repairs before it could be sold again.

A. If you were the Executive Housekeeper at this property, what would be your resolutions for the issues listed above?

B. What would you instruct your housekeeping staff to do to stay safe during this group's stay?