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Chapter 1 - Case Studies

The document contains summaries of three case studies: 1) A case study about Jeff's transition to a new job at the Merrimack hotel. The general manager could have made the transition easier by ensuring Jeff was trained on necessary systems and shadowed other employees. 2) A case study about choosing the right manager for an interval ownership business. Christoff should consider candidates with hospitality and interval ownership experience. Micah has strong sales skills but lacks relevant experience, while Elena understands owner needs but has less experience in scale. 3) A case study about satisfying customers Mr. and Mrs. Wade at the Boden Oceanside Resort. The MOD went above and beyond to find a substitute room after the

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2K views3 pages

Chapter 1 - Case Studies

The document contains summaries of three case studies: 1) A case study about Jeff's transition to a new job at the Merrimack hotel. The general manager could have made the transition easier by ensuring Jeff was trained on necessary systems and shadowed other employees. 2) A case study about choosing the right manager for an interval ownership business. Christoff should consider candidates with hospitality and interval ownership experience. Micah has strong sales skills but lacks relevant experience, while Elena understands owner needs but has less experience in scale. 3) A case study about satisfying customers Mr. and Mrs. Wade at the Boden Oceanside Resort. The MOD went above and beyond to find a substitute room after the

Uploaded by

sotos5
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Stephany Soto

Professor Charles Beris


HMD 203-1001
9/5/16
Case Studies
A Big Fish in a Small Pond Flounders in the Great Lakes
1. How could the general manager at the Merrimack have made Jeffs transition into his
new job 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
Merrimack, so he wouldnt be overwhelmed on the first day.
2. What steps could Jeff have taken to make a smoother transition to the new job?
Jeff could have made sure he was trained because one hotel is totally different
than the next hotel and he shouldnt have assumed the Merrimack was going to be
organized as the Fairmeadows.
3. What advice might Jeffs friend have to help him make this a successful career move?
Jeffs friend might tell him to build a relationship will the people who are working
at the front office and to all of the heads and directors of the other departments.
Cooperation between the different departments is the only way where the guests
will be satisfied with their stay at the Merrimack; all the departments must
communicate with one another or there will be chaos and disorganization.
Choosing the Right Person for the Job
1. What criteria should Christoff consider when selecting a manager to head up the interval
ownership business unit?
Christoff should consider someone who has experience in hospitality and
someone who has experience with interval ownership business unit.

2. Based on the criteria developed in Discussion Question #1, what are the strengths and
weaknesses of each applicant?
Micah Thompson strength is having impressive sales and marketing skills but his
weakness is thinking that this job is similar to managing a hotel. Elena Ramirezs
strength is dealing with individual owners and understanding their unique needs
but her weakness is that she has dealt with 400 owners while the job may call for
managing 10,000 owners. Earl Jackson strength is having 10 years of experience
with at interval ownership properties but his weakness is not having evidence of
hotel experience.
3. Which applicant should Christoff hire? Why?
Christoff should hire Elena Ramirez, first off her resume was the only one that
stood out to me. She has the experience with having strong working relationships
with individual owners associations. She also has experience with another resort
condominium when she was an owners relations manager. Even though she has
worked with 400 owners at a time and this job calls her to work with 10,000
owners, she is the only applicant who has a better idea on how to face the job.
Tub for Two
1. What where the main expectations of Mr. and Mrs. Wade?
Their main expectations were a hot tub for two, a quaint style of lodge, and near
downtown.
2. When and how where these expectations formed?
These expectations where formed by the reservations agents when Mrs. Wade and
before their stay at the Boden Oceanside Resort. Mr. and Mrs. Wade had called
reservations before their stay to make sure that everything they wanted would be
available.
3. If you where the MOD, would you have gone to all that trouble to help the Wades?
If I were the MOD, I would have gone through all that trouble to help the Wades.
It is not fair to the Wades that they were misled by the reservations agent; this is a
very special occasion to the Wades and they had called beforehand to make sure
they were getting everything they wanted. MOD job is make 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 makes sure they are satisfied.
4. Was Mary right in trying to find the Wade a substitute room in the resort?
I believe Mary was right in trying to find a substitute room for the Wades,
because she still tried to keep their business. When you work in a resort, your
main priorities are to make sure the guests know that you have their best interests
at heart and will go above-and-beyond to make sure they are satisfied.
5. Should the MOD have refunded the deposit in this case?
The MOD should refund the deposit because they were misled by the reservation
agent and once again it is a special occasion for the Wades. The Wades did not
make any mistakes on their part and they did the right thing and called
beforehand to make sure they had all the amenities that they wanted. Besides, the
Wades left the resort satisfied and they said that they might return to the Boden on
another occasion. The Boden might have lost business this time around, but there
is a chance they will receive their business again.

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