Hotel Operations Management 3rd edition David K. Hayes, Jack D. Ninemeier, Allisha A. Miller - Solutions

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Would you like to manage a hotel in another country? Why or why not?
What are differences in the way governments in other countries affect the management and operation of hotels in those countries?
How do you think the national culture of another country affects the management of hotels in that country?
What differences, if any, do you think exist in the way that a professional hotelier would manage an American-owned hotel in the United States or a European- or Asian-owned hotel in the United States?
1. If you were the expatriate GM, what would you do about “Bula Ben”?2. What might cause Bula Ben to act without approval?3. What, if any, critical concerns might these “problem” examples suggest about the property’s management and leadership procedures?Chermo was the new GM at a
1. What would be your perception of the situation that confronts Jae Min and other women employees of the hotel?2. What, if anything, might you be able to do about the situation?3. What, if anything, could you do to reduce the impact of the situation on the hotel’s recruitment efforts for
GMs sometimes face difficult decisions when they are employed by a management company and operate a branded hotel. In such a situation, the GM’s loyalty can be tested because of the conflicting interests of staff, guests, the brand, the management company, and the hotel’s owners. Consider a
Traditionally, management companies have been paid a monthly fee (usually a percentage of gross rooms revenue) to manage a hotel. More recently, management fees are tied to actual hotel performance as measured by RevPAR indexes generated by the STAR Report (see Chapter 8 ). Critics of this newer
Product segmentation in the hotel industry is typically good for franchise companies because it allows them to maximize the number of hotels they have in a given geographic area and thus maximize the fees they receive. Critics contend, however, that excessive product segmentation unfairly pits
Some hotel managers believe the “brand” name on a hotel is critical to its success whereas others feel profitable hotels can still be operated as independents or that the brand name on the hotel is actually less important than it once was. What do you believe are the major obstacles faced by
Some GMs believe they can best further their careers by choosing to manage only hotels affiliated with a specific brand (i.e., Hyatt, Westin, Hilton, and so on). Other GMs believe they are most marketable if they have experience managing several different hotel brands. Assume you were a hotel
1. What factors would cause hotel owners to think about selecting a management company to operate their hotel?2. What types of owners’ groups do you believe are best served hiring management companies?3. Do you believe Dichondra should inform the others on her management team that a proposal for
1. How might the proposed name change affect the hotel’s current management team?2. How could the proposed name change affect the hotel’s nonmanagement staff?3. How might the proposed name change affect guests the hotel currently serves?4. How could the proposed name change impact the hotel’s
Data security is an increasingly important responsibility of hotel GMs. What specific steps would you, as the GM, take to help ensure your hotel is protecting the private information of guests that is stored on your own property’s computers?
Every hotel location faces unique threats to the safety of its guests and the security of its assets. Regardless of the threats, GMs must be prepared to deal with a variety of emergency situations. Outline a plan for creating a program you would implement to prepare your hotel for the potential
1. If further investigation reveals the individuals identified had never been in a situation where there was a prior theft allegation, what would you advise Isabella to do?2. If further investigation reveals both individuals identified had been in a room where there was a prior theft allegation,
1. Would you impose limits on the number of “guests of guests” that are allowed to use hotel facilities? Why or why not?2. Who do you believe is responsible for the safety of the young people attending the party? Why?3. What would you want Bill to say to the guest to whom he is now speaking?4.
Often, repair and maintenance costs are highest when occupancy rates are lowest. This is true because much repair and maintenance work (for e.g., damaged ceiling repair) can only be done when guest rooms are empty for extended periods. This makes POM costs highest when hotel revenues are lowest.
Lawn care is a good example of the many maintenance tasks that can be done in house or contracted to an outside vendor. Assume you operate a 350-room hotel with 3 acres of total lawn and landscape area. Prepare a list of questions you would ask a potential provider of lawn and landscape services.
1. Do you feel this problem was or was not preventable? Why?2. What POM inspection deficiencies are apparent from this guest’s negative online review?3. What POM training deficiencies are apparent from this guest’s negative online review?4. What specific steps would you take to ensure this
1. Given that the televisions may be out for a significant amount of time, what steps would you take to inform guests and your hotel staff?2. Why is it important for all affected employees to be aware of the repair status of the televisions?3. What should the front desk say to a guest who calls
This chapter has stated that all personnel in the hotel require training in the responsible service of alcoholic beverages. How would you explain the need for this training to a new room-service attendant, front-desk clerk, and maintenance department employee?
One on-going source of potential hotel conflict involves the F&B department and the sales and marketing department. As a future GM, do you believe that catering event coordination management should be a part of the sales and marketing department or the F&B department? Support your response.
How does the process of allocating revenues and expenses between hotel departments impact the ability of an F&B department to show a profit?
This chapter has identified some similarities and differences between F&B operations in hotels and restaurants. What are some advantages and disadvantages to an F&B career in hotels versus restaurants?
1. If you were Jenny, would you ask the F&B director to cancel his vacation? Please explain.2. What types of F&B-related concerns might you have about the event as it has been described?3. How much of a role should Jenny play as this event is being planned?The DOSM was excited and
1. If you were J.D., how would you react to Robert’s ideas?2. What are some things that the average restaurateur may not understand about hotel food service?3. If you were J.D., and David resigned, would you hire Robert as a replacement? Why or why not?“Ya see, J.D., your hotel has no “Wow’
In some hotels, the GM allows, and even encourages, tipping of room attendants. This is typically done through the placement of a tip envelope in the room. Should there be tip envelopes for room attendants in guest rooms? Defend your position in a memo that you, as a GM, will send to members of
Housekeeping is one of the departments in the hotel that must work every holiday because the hotel is open and often very busy. Assume you have a housekeeping department with 24 employees and your hotel recognizes New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, and
Some executive housekeepers prefer to allow room attendants to work independently, with only one attendant assigned to each room to be cleaned. Others prefer a system that teams two or more attendants together for each room assigned to be cleaned. Those preferring the single attendant system cite
1. What would you advise Lauraina to do about Kiara Sue’s situation?2. What would you advise Lauraina to say to the other room attendants?3. What human resources–related issues and labor laws might come into play in this situation?“The problem, I’m afraid, is just age,” Lauraina, the
1. What do you think Elliot should tell Scarlet Rose?2. What should be done to solve her problem now?3. What should be communicated to the other departments involved in the problem?“It isn’t fair,” Scarlet Rose, the executive housekeeper, said to Elliot Cook, the hotel’s GM. “My staff
As advances in technology make the self-registration of guests more easily achievable, some hotel companies have moved aggressively to implement such technologies. Those who have not done so, however, point out the diminished role personal service plays in such self-access systems. Do you think the
In most hotels, FOMs are responsible for transient room sales while the DOSM is responsible for group sales. As a GM, what factors would you use to determine the proportion of your rooms that should be reserved for transient sales versus group sales when the demand for both is forecasted to exceed
FOMs often serve as the hotel’s credit manager, thereby identifying and enforcing credit limits for guests staying on the property. Assume you are the GM at an expensive resort property. What criteria would you want your FOM to use to establish credit limits for your various guests? What
Rapid advances in technology create a situation where, often, the FOM has greater technical expertise in using the PMS and other advanced technology tools than does the GM. What difficulties do you see in such a situation? As a GM, what techniques and resources can you use to overcome these
In some hotels, the position of revenue manager reports to the DOSM, whereas in others it reports to the FOM. Why do you think this is so? As a GM, how would these two alternative arrangements affect the way you would manage the property?
1. How is Lorenzo likely to begin the process of budgeting revenue for the hotel in its first year after expansion?2. What historical hotel data would be useful in helping Lorenzo complete this task?3. What additional information about the area in which the hotel is located would be helpful to
1. Assume you were Frederick, what do you think of Aliyanna’s proposed policy?2. Do you think Aliyanna’s policy is fair to all arriving guests? Explain your answer.3. Do you think the room assignment currently in place, or Aliyanna’s proposed new policy would be best for optimizing the
1. What do you think Roy should tell Ms. Grades?2. Would you advise Roy differently if you knew that each of the Tech-Mar reservations was for a 10-night stay at full rack rate?3. Assume you accept the 35 room reservations. If it should occur, what would you tell a guest who needed to be walked
A hotel’s efforts in social media can be designed to serve a number of purposes from the dissemination of news and information, to the answering of customer questions, to simply engaging with a specific community of users. As a GM, how would you establish objectives for your social networking
Technology advancements have greatly impacted the sales and marketing departments of hotels. Assume you were the GM for a very large (over 1,000-room) hotel. What technological advances do you see in the near future that you believe will most affect your hotel? What could you and your DOSM do to
Effectively networking in a room full of strangers is a crucial skill but one that is often lacking in younger, less-experienced sales team members. As a GM, what are five specific steps you (or your DOSM) could take to ensure that the least experienced of your sales team rapidly develops this
The distinctions between the terms sales and marketing are as many as there are authors writing about the topics. Find at least three books devoted to the sales and marketing area and compare the definitions of these two terms in each book. How would you define the difference between sales and
1. What are some additional possible reasons for the decline revealed by the monthly Pace Report?2. If you were Barry, how would you go about assessing the sales difficulties now experienced by the hotel and its DOSM?3. What tools could you use to help understand and solve the revenue problem?4.
1. If you were Amanda, what are the sales-related factors that would influence your final decision?2. If you were Amanda, what nonsales-related factors would influence your decision?3. Would it be important to know how other hotels in your market area were thinking about this issue? If so, how
Consumers increasingly book their hotel rooms via the Internet. When you shop for a room on the Internet, what attracts you to a specific hotel? Do you feel most guests “shop” the Internet in the same manner? List at least three things that you feel impact a guest’s decision to select a
The amount of marketing dollars spent promoting a specific distribution channel will typically affect the capacity of that channel to generate revenues for a hotel. Consider the Web and your group sales team as two distinct distribution channels. What factors might influence you as a GM to increase
Some GMs focus most of their revenue-management efforts on increasing occupancy, while others emphasize the maximizing ADR. Discuss one advantage and one disadvantage related to each of these approaches.
Some individuals feel room rates should not be increased significantly when room demand is high. Why do you think they feel that way? What would you say to a regular guest who called you to complain that the room rate she was quoted for her next stay was 50% higher than the rate she paid on her
Ultimately, GMs are responsible for maximizing the revenue-generating potential of their hotels. The work of the revenue manager has a big impact on a hotel’s capacity to increase revenues. In smaller properties, the GM may actually assume the role of revenue manager. In large properties, several
1. What are the important factors Joseph should consider prior to deciding if the airline contract would be a good one for the hotel?2. Under what conditions might Joseph tell his revenue manager to make the bid?3. Under what conditions might Joseph instruct his revenue manager not to participate
1. How do you feel this management team did in managing its RevPAR in the month they are reviewing?2. What decision-making errors likely led to the results viewed by Heather and Stephanie?3. What specific steps might they take to prevent such mistakes in the future?“The occupancy index looks
Often it is difficult to determine whether errors made in the financial records of a hotel, and then uncovered in an audit, represent intentional fraud or simply mistakes resulting from poor training or lack of knowledge. As the GM, what specific criteria might you use to evaluate the honesty of
Improvements in technology have affected the controller’s office more than most areas within a hotel. Assume you were the GM of a large full-service property. What specific steps could you take to ensure that your controller stays abreast of the advances that impact his or her area? How will you
Many hotels experience difficulty when establishing credit policies. List five factors you believe would be important when determining whether to offer credit terms to a new client in your own hotel. Explain your reason for choosing each factor.
The balance sheet, income statement, and statement of cash flows each yield important pieces of information. To truly understand these documents, it is helpful to know what they cannot tell you. Using information in this chapter, consider some of the limitations of each of these three financial
Some GMs measure their own effectiveness using primarily ADR, while others prefer to evaluate their effectiveness by the occupancy rate generated. More recently, RevPAR (see Chapter 3 ) has become the standard by which the effectiveness of a hotel’s management team is evaluated. Describe at least
1. What would be other clues that the AP system is in need of review?2. Which individuals within the hotel need to be involved in this review process?3. What would be the likely consequence(s) if you do not institute the review?After learning that the controller’s office paid an invoice for some
Some hotels have very different employment policies in place for their salaried and hourly workers. In addition to the fact that pay is generally higher for salaried employees, what other specific benefits do you believe are appropriate for salaried staff, but not, perhaps, for hourly paid staff?
Many hotels now test all employees who have accidents at work for the presence of illegal drugs. Assume you are a GM, this is the case in your hotel, and all employees are made aware of this policy during orientation. Assume also that an excellent employee in your hotel slipped and fell at work.
Some GMs feel job descriptions are a waste of time. Others believe accurate job descriptions are critical to a hotel’s staffing success. Think of two jobs you have held.Did you receive a job description for either of them? If not, would a description have been helpful?
Many jobs in one hotel are similar to those in another. Assume that the compensation including benefits in your hotel and that of a nearby competitor were identical. Identify three features you as a GM could ensure existed in your hotel to make your property competitive with the other potential
A shortage of entry-level employees is a major concern of many hotel GMs. To the extent currently employed staff members can be retained, there is less need to recruit new employees. List three specific activities that you, as a GM, can undertake to help reduce the employee turnover rate.
1. What are specific steps Ashley and her management team can take to ensure that the hotel retains its best staff and can effectively recruit for the employees it will need in the future?2. How important is employee compensation in this process?3. What do you believe makes employees decide to stay
1. What can Connor do to ensure that department-specific training occurs in the hotel?2. How might inexpensive and cost-effective training materials be secured or developed?3. What can be done with department heads who maintain that they have neither the time nor the funds needed to undertake
Motivation has been defined as “an inner drive that a person has to attain a goal.” If this is the case, how can a GM “motivate” an employee? To what extent do you think a motivated employee will be more likely to remain with a hotel property than will an unmotivated co-worker?
GMs often do not have enough time to do all the work required of them. Some tasks simply must be delegated. What are three specific things you could do when delegating work to subordinates to help ensure they do not think you are “dumping” additional work onto them?
What are three strategies that you as a hotel GM would use while working with your top management team to develop the planning tools (core values, vision, and mission) that will drive your hotel’s organizational culture?
There has been an evolution of hotel human resources practices from the GM as “boss” to the GM as a facilitator and team leader. State several reasons why this has occurred.
This chapter indicates GMs require conceptual, interpersonal, administrative, and technical skills to be effective. It also provided an example of each type of skill. What are three additional examples of each type of skill? Which type of skill do you feel is the most important? Why?
1. What should Juanita do now? What, if any, difference does it make if Mr. Donito is a frequent guest?2. Should the police be called in response to this (alleged) guest theft? Why or why not?3. How would Juanita ensure that room attendant reporting the theft was not involved?“They are in his
1. What decisions must Luka make unilaterally and immediately in this situation?2. What decisions would best be made after consulting with others in the hotel?3. What decisions could best be made by the managers and employee team members involved?“He’s pretty disappointed!” said the sales
The AHLEI offers the CHA designation for professionals who meet established standards and pass a competency exam appropriate for a hotel GM. Do you think that the CHA is a designation that would be valuable for you to seek? Why or why not?
Some practicing GMs elect to pursue four-year or higher degrees that they believe will assist in their career advancement. What are some of the advantages and potential disadvantages of such a career advancement strategy? What alternatives would you suggest to a GM whose geographic location
It has been said that 10% of a manager’s time should be spent on preparing themselves for the next higher level job, 80% of their time doing their current job, and 10% of their time helping those individuals who are at the level below them to prepare for advancement to the next level (their
Tremendous technological advancements continue each day in the hotel industry. Which department in a hotel do you believe have been most affected by technological advancements during the past 10 years? Why? Did you find that your lack of knowledge about specific areas within a hotel resulted in
A GM has responsibilities to guests, employees, owners, and, of course, to themselves. What are some reasons these interests might come into conflict? If that were to happen to you, whose interests would you consider to be the most important? Why?
The chapter briefly discusses career opportunities in the lodging industry. What progressively responsible positions would you like to attain? What would you need to do, beginning now, to prepare yourself for these positions?
1. Which professional skills would likely be the most important for her if Shana chose to accept the select-service hotel job?2. Which professional skills would likely be the most important for her if Shana chose to accept the full-service hotel job?3. What personal lifestyle-related issues would
1. Whose role is it to persuade the owners on the expenditure required to implement the new standard?2. What would you advise Jackson to do to help make the case for the improvement?3. What specific skills will Jackson likely need to achieve the goal of properly communicating the property’s need
Think about the last time you visited a hotel or restaurant as a guest. What moments of truth do you recall? What impact did they have on your overall impression of the hospitality operation?
1. What are several of the very first things Josie should do?2. How, if at all, should Josie involve her employees in the hotel’s “turn-around efforts”?3. What factors should Mr. Singh use to evaluate Josie’s efforts to improve hotel operations?“Well, Josie, good luck,” said Mr. Singh.
1. What are examples of supervisory tactics Annetta might have used in the past to reduce the problem caused by employees who don’t give a priority to their team or the property?2. What are examples of tactics that Annetta might use to reduce the incidence of poor service experiences for the
What would you do to address a labor shortage problem in your hotel? First, think about tactics you might use to retain current employees. (If they did not leave, there would be less need to recruit new staff members.) Then, think about tactics you could use to recruit new employees.
Hotels exist in every city. Where would you like to work in your management career?Why? Name three advantages to becoming a GM in the area you have selected.What are potential disadvantages?
If you were a GM, what kind of guest relations training would you provide to your employees? What are some principles you would incorporate into the training?
How can persons decide the type of hotel they would like to work in? This question can be answered by thinking about numerous factors. These include:Unique characteristics applicable to the management of a large urban property versus an isolated resort facilityPreferences of guests renting rooms
1. What might the hotel offer to the couple currently occupying the bridal suite to encourage them to move to another room?2. What might the hotel offer the arriving couple as an incentive to select another room?3. What would you recommend Sofianna to do to solve this dilemma?Sofianna Pastrana
1. If you were J.D., what issues would affect your decision?2. Why might J.D. want to accept employment with the contract management company?3. Why might J.D. want to stay with his present employer?J.D. Ojisama is the assistant GM of an independent (privately owned) full-service hotel with 250

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Hotel Operations Management 3rd edition David K. Hayes, Jack D. Ninemeier, Allisha A. Miller - Solutions

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