Omni Hotels ranks at the top in “Highest in Guest Satisfaction Among Upscale Hotel Chains,” according to J. D. Power. The chain operates 60 luxury hotels and resorts in leading business gateways and leisure destinations across North America. From exceptional golf and spa retreats to dynamic business settings, each Omni showcases the local flavor of the destination while featuring four diamond services. One signature amenity it has offered for years is a bowl of free apples in its lobbies. However, providing apples costs hundreds of thousands of dollars a year. Always seeking out efficiencies, executives are debating whether to cut out apples as a way to save money with minimal impact on guests.

Omni Hotels prides itself on delivering superior service through The Power of One, a service program that provides associates the training and authority to make decisions that exceed the expectations of guests. The entire culture of the hotel creates a positive, supportive environment that rewards associates through the Omni Service Champions program. As an Omni associate, you are disturbed that the hotel is considering giving up its free apples. You hope that executives will find other ways to trim costs, such as purchasing food in smaller amounts to reduce waste or cutting the hours of its lobby cafés.

Your Task.

In the true sense of The Power of One, you decide to express your views to management. Write a persuasive message to Richard Johnson (rjohnson@omni.com), Vice President, Operations, Omni Hotels, 420 Decker Drive, Irving, TX 75062. Should you write a letter or an e-mail? In a separate note to your instructor, explain your rationale for your channel choice and your message strategy.