After being transferred and promoted to front office manager of a 600-room resort hotel in Miami from a smaller property of the same chain, Jennifer Waters spent the first five or six months familiarizing herself with the hotel’s markets, the area, and the resort’s facilities and amenities. She also spent a significant amount of time learning the job of front office manager and concluded that it is significantly different from that of assistant
After being transferred and promoted to front office manager of a 600-room resort hotel
in Miami from a smaller property of the same chain, Jennifer Waters spent the first
five or six months familiarizing herself with the hotel’s markets, the area, and the resort’s
facilities and amenities. She also spent a significant amount of time learning the job of
front office manager and concluded that it is significantly different from that of assistant
front office manager in a smaller property.
The front office staff are young, mostly students, who are in South Florida for the weather
and the social amenities. Many want to become actors and are active in dinner theaters
and small theater companies in the greater Miami area. For the most part, they are bright
and attractive people, but they lack the professionalism that comes from a solid core of
knowledge and training. Among the things that concern Jennifer as FOM are the
following:
• Several members of a national association board of directors complained of rude
treatment while checking out of the hotel.
• Several times a week, after guests have checked in, they are escorted to rooms
that are out of order, not clean, or already occupied.
• Four times over the last six weeks, cruel and demeaning practical jokes have been
played on the front office assistant manager and the manager on duty during the
evening.
• Guest complaints, either in person or by letter, about the hotel, its services, and its
staff have more than doubled over previous years and are outpacing
complimentary letters and comments by a ratio of two to one.
Jennifer believes her relations with her staff are pretty good. Her relationships, however,
with other managers in the hotel are strained, particularly with housekeeping and sales.
As Jennifer seeks to understand the complexities of these problems, she decides
to compile a list of their possible causes. What items might be on this list? What
form could their potential solutions take?
Be sure to include rationales for the solutions and a plan that will allow her to demonstrate
to top management that the analysis and solutions are likely to result in resolutions of these difficulties
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