The Situation RING!!!!!!! RING!!!!!!! RING!!!!!!! RING!!!!!!! The telephone woke Dale Parrot, the front office manager at the Better Inn and Suites hotel, from a deep sleep. It was 3:00 a.m. on Sunday morning. "Mr. Parrot," said Shingi Rukuni, the night auditor and only employee on duty at the hotel, "Room 219 is having a really loud party. I'm getting lots of guest complaints from rooms located near theirs." "Did you call the room and ask them to hold it down?" asked Dale. "Yes, I did," replied Shingi. "I called them at 10:00 p.m., when the party started, then again at 1:30 a.m., 2:15, and 2:45, when the complaints really started coming in. They just stop for a couple minutes, then start right up again. I think they're drunk. I don't know what to do next!" A Response Surprisingly, the real problem in this case is not the noise coming from room 219. Unruly guests are a fact of life in most hotels. The auditor's uncertainty about what to do about it indicates a lack of training by the front office management staff or a lack of direction from the hotel's general manager and suggests that a training deficiency is this