Please read the case study and respond to the 4 questions at the end of it. Be sure to write elaborately to show your full understanding of this case study

where become a brand ambassador. OCase Study: The Dropped Cake - Four Seasons Hotels and Resorts is one of the most successful global luxury brands excellent personal guest service. The hotel company has a unique approach to hir- the company decided to focus its differentiation strategy chiefly on providing in the hospitality industry. While Four Seasons hotels are luxuriously appointed, sing: its philosophy has always been to hire based on candidate personality and skills through training and mentoring, but if a candidate does not have the right altitude, he or she can't embrace the corporate culture and consequently can't In this case study, a high-profile Canadian computer hardware and soft- ware company held a two-day convention at the Four Seasons Inn on the Park in Toronto, Canada. The largest ballroom was rented for the duration of the event and hundreds of delegates rented a sizable room block. The hotel had to make sure it impressed the main event organizer, Ms. Sealy, the meeting manager in charge of all the details of the two-day event. She instructed the banquet house- men regarding the arrangement of chairs and tables in the ballroom; she oversaw the decorations, flower arrangements, and audiovisual setup. She made certain that the right welcome gifts got delivered to the assigned rooms and suites of key executives. She was somewhat exhausted as she approached the front desk carry- ing a white cardboard box at the end of the hectic first day of the convention. Ms. Sealy said that a cake was in the box and asked if it could be kept refrig- erated overnight. She said she would pick it up next day. The concierge courte- ously accepted the box and assured her that everything would be taken care of as 114 Chapter 8 way to the bakeshop requested. Mark, the night bellman, was called to take the box with the cake it had just begun at midnight. The night bakers were responsible for all the wo Two employees, a junior and a senior baker, staffed the right shit, whi Danishes, and a wide variety of bagels, among other delicacies. They were ful baked goods offered at the breakfast buffet: crisp almond croissants, deb disliked disruptions to his routine. Leslie finally stopped what he was dome setting up for the shift. Leslie, the senior baker, was close to retirement and asked Mark what he wanted. Mark started to say that the meeting manager had his work. He acted hastily and carelessly and the cake slipped out, landing stack impatiently grabbed the box Mark was holding in an obvious hurry to retum asked that the hotel store the box in its fridge for the night when Leslie som in the middle of the bakeshop's floor tiles. Even in its ruined state, it was clear that the cake had been made in the shape of the computer company's famous corporal logo Leslie froze and swallowed hard. Mark was the first to react. He grabbed the house phone and dialed Gabe, the night manager. "Hi boss, there is something I've got tell you. We dropped the cake." Gabe was running the end-of-day reports, but he stopped and went to the ruined repair. It was 12:30 bukesh and beyond the damages right away. It was clear that the cake was totally Gabe scratched his head and said simply that the cake had to be replaced. He ordered a new one from Leslie and said it must be completed by 7 A.M., when he would return to inspect it. But Leslie said, "Not so fast, boss. No cakes are baked overnight." They made the best hot-cross buns in the world but did not bake cakes Leslie added. They were not trained to bake cakes. Gabe asked Leslie to call Seetaram, the bakery chef, at home. Leslie initially resisted since he felt uncomfortable waking his supervisor in the middle of the night. Gabe promised that he would do the talking instead. He apologized to Seetaram for waking him, and described the problem and his proposed solution Seetaram did not need persuading. He assured Gabe that the cake must have been an outside delivery, not made in the hotel's bakery. Nevertheless, he volunteered to come to work at 5 A.M. and make a replacement cake for the guest. It would be in the same shape, color, logo, and all, he promised. Gabe returned to his office much relieved and confident that he had made events of a shift were recorded, he instructed the switchboard operator to act the right call. Before he entered the event into the logbook, where all noteworthy simple: "Call the night manager." what her message is about vate the red-blinking message light on Ms. Sealy's room phone. The message was Much to his surprise, his phone rang at 4 A.M. It was Ms. Sealy, who asked first: We are so sorry, but we accidentally dropped your cake. It is damaged beyond "Well, Ms. Sealy, I have good news and bad news," said Gabe. "The bad news repair. The good news is that we will replace it with a brand-new one." "Don't worry about it," she said. "We had already presented it at the convention Ms. Sealy must have expected worse news and didn't seem angry at al Demand Generation 115 yesterday, so it's already played its part. We have no pressing need for a replica. wil worry about that cake." Mat the new cake would look and taste even better than the original had and that intention of passing them along to Seetaram. Instead, he explained to Ms. Sealy Gabe was immensely relieved to hear those words. However, Gabe had no de personally guaranteed that. And, of course, it would be on the house. What she planned to do with the new cake, he added, was entirely up to her. "We sometimes make mistakes, Ms. Sealy, for which we apologize." Gabe added. "At this hotel, this is how we deal with it." Gabe returned to the bakeshop at 7 A.M. as he had promised. A sleepy Seeta- sleep after the telephone call in the middle of the night, so he had come to work sam proudly displayed the new cake. He explained that he hadn't been able to even earlier than he'd promised. Discussion Questions 1. Was Gabe right not to tell Bakery Chef Seetaram that Ms. Sealy had said the cake had already served its purpose and not to bother replacing it? 2. Why is it important to understand the hotel brand's differentiation and market-positioning strategy? 3. How is the solution to the service mishap grounded in the corporate culture of this given brand? 4. How can the night manager's approach to solving problems be related to rev- enue maximization