Case Study: Owning the ProblemBoden Resort

You own the problem the valet heard from his supervisor. He took a deep breath, recovering from the shock of learning that he would have to solve this one for the departing guests. It was Matts 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 (5) days of practical training in the functions of the front office, including cross training in 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 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. Neumann had been a frequent guest at the Boden 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 resort for a little relaxation. He was now on his way back to the city for an important business meeting but Matt couldnt find his rental car. Mr. Neumann 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 Bodens 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. Neumanns. However, Mr. Neumann had said that his wallet and briefcase had been left in the car and they were nowhere to be found. Mr. Neumann 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. 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 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. Neumann was waiting for an answer. He was an action-oriented person and Matt knew he didnt have much time to make some decisions before Mr. Neumann would get upset. He had to think fast, and he knew about Mr. Neumanns business meeting and the need to get there immediately. He also knew that he would have to somehow retrieve Mr. Neumanns valuables from the car at the airport.

It occurred to Matt that he would have to take a car to the airport rental agency 50 miles away, and he would have to find Mr. Neumann a car so that he could get to his meetings that were in the opposite direction. Mr. Neumann was planning to return for another night, so Matt could bring him his valuables plus his rental car. He decided to ask the Bodens general manager whether Mr. Neumann, could borrow the company sedan for the day while Matt drove the other rental to trade I at the airport. A novel idea, thought the general manager, and perhaps the only real solution to this messy problem.

Five minutes later, a very upset Mr. Neumann was on his way to his business meetings and Matt was on the phone to the rental agency at the airport. They indicated they would be on the lookout for Mr. Bowman, who had not yet checked in the car. Matt jumped into the Lincoln Town Car and raced off toward the airport. He wondered if he had made the correct decisions. He had hoped his boss would understand that he was leaving the valet team a man short on the morning of a very busy check out. As he pulled onto the freeway, he wondered if this was the best possible alternative or the worst.

32. Is Matt prepared for this level of empowerment after only five days of training?

33. Deicide if Matts choice was correct or incorrect and defend your opinion. Include a comment on what else Matt could have done to solve this problem?

34. Is it important for the supervisor to support Matts decision?

35. How can Matts supervisor show his support for this action to solve the problem?