Hotel accommodations
Front Desk Management .The purpose of this assignment is to apply hotel theory to a real hotel industry situation.
The assignment should accomplish the following learning outcomes:
- apply in-class theory to connect with industry practices
- analyze how a hotels services can impact its results
- adapt knowledge of how to address guest concerns
- identify how services throughout a hotel can have an impact on a guest’s experience
- Identify steps a hotel can take in the guest recovery process
Review the below case study and determine what steps the front desk should have taken to ensure that the impact to both groups was minimized.
Ms. Emily Linsky is the owner of a chain of record stores called Hot Tracks. She is also president of the regional record storeowners’ trade association and responsible for planning and organizing the group’s annual meeting. Although Ms. Linsky reports that business has been strong throughout her seven-store chain, she believes that aligning with a major national company may be wise. After all, she reasons, she can have access to more inventory and better record industry information by being part of a larger company. Ms. Linsky has contacted a major record company executive and has begun discussions relative to merging her stores with the company’s sixty-one units. She has invited the CEO, Mr. Gregory, to spend two days visiting her shops and reviewing her accounting records. She hopes to persuade Mr. Gregory that her stores would fit well with the corporation’s current chain of outlets. Given the fact that business has been so successful for the seven Hot Tracks stores, Ms. Linsky is planning a three-day retreat for all her store managers. She perceives the retreat both as a reward for a job well done and as a format for planning next season’s marketing campaigns. As president of the Regional Record Store Owners Association, Ms. Linsky is ready to begin planning the four-day regional meeting schedule. She is aware that there may be as many as 200 attendees and that the annual awards dinner could have as many as 500 guests and media.With all these events about to happen, Ms. Linsky contacts two area hotels and asks them to send her information on their facilities and services. A brief description of each lodging property fol Straighter Hotel: a 280-room, independently owned and operated luxury hotel located in the center of the business district. The hotel is surrounded by tall office buildings and the city’s most elegant shopping mall. The hotel offers five-star service and has a variety of meeting rooms, banquet facilities, a formal dining room, 24-hour room service, nightly live entertainment, an indoor/outdoor swimming facility, and a spacious, fully equipped exercise gymnasium. The Straighter Hotel features concierge service and provides complimentary limousine service between the hotel and the airport. Lamplighter Inn: a member of Lamplighter Inns, a national chain of suite hotels. Each of the inn’s 100 rooms has a bedroom, small kitchenette, and living room area. In addition, each unit features Lamplighter’s famous wood-burning fireplace and an in-room vending system. The Lamplighter Inn is located about ten miles from downtown in a quiet suburban area near an assortment of boutiques, movie theaters, and restaurants. The inn is next door to a large convention center with a spacious cafeteria. Food service at the inn, however, is somewhat restricted to complimentary breakfast service, buffet lunch, and a limited dinner menu. The inn does not offer room service. Each evening, the inn invites all guests to a complimentary social hour featuring an assortment of beverages and snacks. Although the inn has only four meeting rooms, each can accommodate ten people. The inn also boasts a small circular outdoor pool and provides guests with a map of local jogging trails.
- List the needs and expectations that Ms. Linsky and her groups may have in relation to hotel accommodations.
- What additional information do you believe Ms. Linsky should secure from each of the hotels before determining where each group should be accommodated?
- Identify the facilities and services that representatives from each hotel might stress when attempting to convince Ms. Linsky that their hotel can meet the needs of all three groups.
- Which hotel do you believe would be the right choice for the groups and Why?
