Case Study ... Owning the Problem! "You own the problem," Matt, the valet, heard from his supervisor. Matt took a deep breath, recovering from the shock of learning that he would have to solve this one for the departing guest. It was Matt's first day on valet after two weeks of intensive training. The training had begun with the two-day orientation program during which the vision and mission of the company were explained, guest service values were presented, and general policy and procedures were discussed. Following the orientation were five days of practical training in the functions of the front office, including all uniformed services such as bell attendant, valet, concierge, and front desk. Matt had thought that this was overkill. He often thought to himself that if they would just let him do the job, he would have the opportunity to gain the skills. But no, this resort and lodge demanded that everyone, including the groundskeeper and housekeeping staff, go through the full orientation and training program. So, after five days, Matt hoped he was prepared for this one. Mr. Nauman had been a frequent guest at the Boden Resort and Lodge for many years. His wife and daughter usually accompanied him, but on this occasion he was on business and had decided to take a side trip to the lodge for a little relaxation. He was now on his way back to the city for an important business meeting, but Matt couldn't find his rental car. Mr. Nauman was a patient but efficient man. He was accustomed to the highest level of service; his typical business hotel was a Ritz-Carlton. Matt knew that Mr. Nauman was an important guest. Matt was responsible for solving this problem no matter what it took Fortunately for Matt, the resort would back him up- even if it meant spending a lot of money or time to solve the problem. The Boden's philosophy was to satisfy every guest need. Matt thought for a moment. He had brought around the Lincoln Town Car that he thought was Mr. Nauman's. However, Mr. Nauman had said that his wallet and briefcase had been left in the car and they were nowhere to be seen. Mr. Nauman was certain that this was not his rental car. Matt wondered if someone else who had checked out earlier may have also rented a Lincoln Town Car and perhaps the valet had switched the cars. What a nightmare that would be! He checked with valet services and, sure enough, a Mr. Bowman had checked out earlier that morning driving a Lincoln Town Car of the same color MrBowman had left for ddle else who had checked out earlier may have also repted a Lincoln Town Car and perhaps the valet had switched the cars. What a nightmare that would be! He checked with valet services and, sure enough, a Mr. Bowman had checked out earlier that morning driving a Lincoln Town Car of the same color. Mr. Bowman had left for the airport many miles away and would be difficult to reach. Matt wondered if Mr. Bowman would realize that he had the wrong car once he looked around. Matt concluded that Mr. Bowman would have to turn in the rental car upon arrival at the airport. In the meantime, Mr. Nauman was waiting for an answer. He was an action-oriented person and Matt knew he didn't have much time to make some decisions before Mr. Nauman would get antsy. He had to think fast, and he knew from his orientation and training that he had to focus on the guest. Matt thought about Mr. Nauman's business meeting and the need to get there immediately. He also knew that he would have to somehow retrieve Mr. Nauman's valuables from the other car. It occurred to Matt that he would have to take a car to the airport rental agency fifty miles away, and he would have to find Mr. Nauman a car so that he could get to his meetings that were in the opposite direction. Mr. Nauman was planning to return for another night, so Matt could bring him his valuables plus his rental car. Matt thought about lending Mr. Nauman his car, but dismissed the idea quickly, as his car wasn't in the best of condition. He decided that he'd ask the Boden's general manager whether Mr. Nauman could borrow the company sedan for the day while Matt drove the other rental to trade in at the airport. A novel idea, thought the general manager, and perhaps the only real solution to this messy problem. Five minutes later, Mr. Nauman, while still pretty angry, was on his way to his business meetings and Matt was on the phone to the rental agency at the airport. They would be on the lookout for Mr. Bowman, who was scheduled to arrive within the half hour. Matt jumped into the Lincoln Town Car and raced off toward the airport. He wondered whether this was the right approach and whether his supervisor would back him on this solution. The general manager already demonstrated support, so he was pretty sure that his direct supervisor would go along with it. But who would cover for him while he was away? This was a busy check-out time, and all valets were needed to meet the demand of the guests. As he pulled onto the freeway, he wondered whether this was the only time that this problem had ever happened. Discussion Questions 1. Is Matt prepared for this level of responsibility after five days of training? 2. How can Matt's supervisor show his support for this action to solve the problem? 3. What else could Matt do to solve this