Case Study C: $$A Compass for the Driftwood Inn$$

Bill Colby has just been transferred to the $250-$room Driftwood Inn as front office manager. The Driftwood Inn is a

mid$-$price hotel operated by HMA Lodging Management for a local investor. The inn was opened just over a year

ago in a good market and its financial performance to date has been below expectations. In addition, there have been

many guest complaints. Bill has been transferred to the Inn because he is the best front office manager in the HMA

company.

Bill arrived at the Inn to find a front office with no direction. Employees were not well trained and turnover was

high. Only one employee knew how to use the computer system completely. Employees did not know what was

expected of them. The reservations clerk complained of getting conflicting instructions from the sales manager and

the front desk manager. The previous front desk manager did not venture to the desk very often, preferring to remain

in his office and produce reports for the general manager on why revenues were not meeting expectations.

When Bill visited the human resources office, he asked to see the front office mission statement, organization

chart, and job descriptions. He was told none were available. Bill read through many guest comment cards and the

assistant manager's log$.$ Poor employee attitudes seemed to be a major problem, as did a lack of organization.

Finally, Bill met with various division heads and heard nothing but complaints. The housekeeping manager told

Bill she was never included in departmental meetings. The hotel accountant said the front desk staff never

financially balanced at the end of their shifts and the night audit was a disaster because of it$.$ The food and beverage

manager said he made test calls to the reservation department and they never recommended his restaurant.

With all this in mind, Bill has decided to $$start from scratch" in order to meet the Inn's objectives of happy

guests and employees, while producing an appropriate profit for the owners. He must develop a mission statement

for the department. He must also develop an organization chart and job descriptions. You have been asked to help

Bill with these tasks. While Bill is trying to establish stronger working relationships with the other departments, you

must: