Mini Case Study Chapter 6

answer the questions

1/What did Curtis observe that was correct? What did Curtis observe that needs to be corrected?

2/What could Nancy do to resolve the complaint for the guest whose room is not clean?

3/What other resources should Curtis use to identify guest and operational problems at the front desk?

4/How should Curtis address these issues with his new staff?

To the best of your ability, answer the questions for this case study:

Mini-Case Study: “Front Desk Service—Whitewater Inn”

Curtis Bell has just been hired by the Whitewater Inn to be the new front desk manager. Curtis is moving from another town, so the general manager of the Whitewater Inn is allowing him to stay a few nights until he can find permanent housing. Curtis arrives at the inn about 6 P.M. on the night before he is to start work. There are several guests at the front desk and several front desk agents. Before approaching the desk to check in, Curtis takes a few moments to listen and observe what is going on.

The first guest he observes is asking for a key to a room. The front desk agent, Jim, asks the guest for his name and verifies it in the computer system before handing over the key.

The second guest has a complaint. He is upset that his room is not made up and he has an important dinner appointment. The desk agent, Nancy, tells the guest that housekeeping is closed and she doesn’t know what to do.

The third guest, Mr. Jones, is trying to check in. However, the front desk agent, who is not wearing a name badge, claims he cannot find any reservation for Mr. Jones.

The next guest asks to use a safe deposit box. Nancy tells the guest that the hotel is out of safe deposit boxes because some of the boxes do not have keys.

Finally, a fourth guest approaches Jim and asks where a good place is to have dinner. The Whitewater Inn is known for its fresh fish and beautiful view of the river and woods beyond. Jim recommends a steak house down the street.