Mango Case Study The Mango Hotel is a new world-class hotel. This 325-room property is located in the city's new commercial district, amid office buildings, restaurants, and evening entertainment outlets. The owners and managers have designed the hotel to attract both group and non-group clientele. The Mango Hotel has many unique features; because of this, the owners decided not to affiliate with any national hotel chain. A national reservations and sales service represents the hotel; the Mango Hotel also has its own toll-free number. Jack Owen, the hotel general manager, hired George Balto as the front desk manager. George last worked as a front office manager for a chain hotel within the same city. Since the Mango Hotel is not chain-affiliated, George must draw on his work experience and expertise to decide how his staff should be trained, and what they should be trained to do. The reservations department does not report to George. George wants his employees to be as professional and knowledgeable as possible right from the start. To ensure this, he is limiting their initial training. George decides to train cashiers and registration agents separately for the time being, and then to cross-train them once the hotel is more established. Discussion Questions 1. What basic elements of the registration function must George address when training his registration staff? Be as inclusive as possible, making sure that George has a complete outline. 2. Discuss how proper training of front office staff relates to achieving the goals of a world-class hotel. 3. What special features or procedures would you include in George's registration training program to ensure that the front desk provides service that is unique and world-class in caliber? Mango Case Study The Mango Hotel is a new world-class hotel. This 325-room property is located in the city's new commercial district, amid office buildings, restaurants, and evening entertainment outlets. The owners and managers have designed the hotel to attract both group and non-group clientele. The Mango Hotel has many unique features; because of this, the owners decided not to affiliate with any national hotel chain. A national reservations and sales service represents the hotel; the Mango Hotel also has its own toll-free number. Jack Owen, the hotel general manager, hired George Balto as the front desk manager. George last worked as a front office manager for a chain hotel within the same city. Since the Mango Hotel is not chain-affiliated, George must draw on his work experience and expertise to decide how his staff should be trained, and what they should be trained to do. The reservations department does not report to George. George wants his employees to be as professional and knowledgeable as possible right from the start. To ensure this, he is limiting their initial training. George decides to train cashiers and registration agents separately for the time being, and then to cross-train them once the hotel is more established. Discussion Questions 1. What basic elements of the registration function must George address when training his registration staff? Be as inclusive as possible, making sure that George has a complete outline. 2. Discuss how proper training of front office staff relates to achieving the goals of a world-class hotel. 3. What special features or procedures would you include in George's registration training program to ensure that the front desk provides service that is unique and world-class in caliber