Instructions: Please read the case study below and answer both questions down below in your own words.

Case Study: Front Office Leadership-Performance Standards

Charles and Nancy both apply for the assistant front-office manager position at a 300-room luxury hotel. Charles has worked for eight years in three different hotels and has been with this hotel for three months as a front office associate. Initially, he had a lot of enthusiasm. Lately, however, he has been dressing a bit sloppy and his figures, cash, and reports have been inaccurate. In addition, he is occasionally "rattled" by demanding guests.

Nancy recently graduated from college with honors, with a degree in hospitality management. While attending college, she worked part-time as a front desk associate at a budget motel. Nancy does not have a lot of experience working in a hotel or in customer service in general, but she is quite knowledgeable as a result of her studies and is eager to begin her career. It appears that Charles would be considered a prime candidate for the front office manager position because of this extensive experience in other hotels and his knowledge of the hotel's culture. In view of his recent performance, however, the rooms division manager will need to sit down with Charles to review his future career development track.

Questions

1. Based on the information provided, who would you select as the front office manager and why? 2. Assume that you are the rooms division manager. What type of advice would you give to the person you selected to help her/him develop her/his leadership skills?