Assignment on

Case study solution (chapter-9,11,13)

Course name: Front office operation and reservation
Course code: THM-312
Submitted to
Abdullah al-Muneem
Lecturer
Dept. of Tourism & Hospitality Management
University of Dhaka
Submitted by

Sujon Mia
ID: 026, sec- B
THM 9th Batch
University of Dhaka

Submission date: 13 May, 2018

Chapter-9: Owning the Problem Case Study

1) Is matt prepared for this level of the responsibility after five days of training?

After five days of training, Mat seems prepared for this level of responsibility and he handled the
situation well. He knew customer satisfaction was imperative and acted on his strategy to resolve
the issue.

2) How can matts supervisor show his support for this action to solve the problems?

Mat’s supervisor could show his support for this action to solve the problem as he did, by telling
Mat he approved of his plan. Mat’s supervisor could also offer any additional information Mat
may need based upon prior experience and followed up with Mat when he returned to the
resort. Also, He could possibly consider providing Mr. Nauman a complimentary meal that
evening.
3) what else could matt do to solve this problem?

Mat did well with figuring out what happened and contacting the rental car agency at the airport
to check on the arrival of the Lincoln car. He could ask his supervisor if he may take Mr. Nauman
his belongings and car upon retrieval so the guest’s issues is completely resolved. Mat should do
as required and get back to the resort as soon as possible so he can help during the busy check-out
time. Alternatively, he could have contacted Mr. Bauman to verify Mr. Nauman’s
belongings were in the car. He could have made arrangements with the rental car agency to pick
up the car and Mr. Nauman’s belongings afer the busy check-out time. Also, he should have
driven the other Lincoln town car to return it when he picked up Mr. Nauman’s car and
belongings.
Case Study- chapter-11

Promoting the Front Office Auditor at the Masaca Deville Resort

1. Was Mr. Bradley correct in discussing the arbitrary variations in room rates and
shortcomings of the hotel's daily report with Mr. Dailey?

I think Bradley was correct in discussing the arbitrary variation in room rates and shortcomings of
the hotel’s daily reports with Mr. Dailey because it is important that issues are brought attention
to and that something be done to improve it.

2. What information do you think the front office auditor most likely relied on to
determine the room rate discrepancies? What key information may have been
omitted from the daily report of operations?

Mr. Nagy used ethnic background and politeness for the group to determine room rate
discrepancies. The only information he gave was the occupancy statistics and average room rate
information. There could be a lot more information reported to help the auditor.

3. Should a front office manager have front office audit experience? What are the
advantages and disadvantages of such experience to the front office manager?

I think a front office manager should have some familiarity in front office audit experience because
it definitely would help. The advantaged would be the front office manager would have the
experience and skills to create a front office audit and make sure the books and accounts are done
correctly. I don’t think there would be any disadvantages it would help more than it would hurt.

4. Develop a daily report format for the Macasa DeVille showing all the information
Mr. Dailey should receive.

Mr. Dailey should receive the daily report should include the day’s business and provide insight
into revenues, receivables, operating statistics, and cash transactions related to the front office.

5. Briefly discuss the front office auditor's role in providing both daily financial
information and overall information about the hotel's performance. What makes it
so important to management?
The front office auditor’s role is to provide both daily financial information and over information
about the hotel’s performance. They provide the daily financial information and closing all the
books and folios. A good auditor is important to management because they help to make the
business successful by keeping track of all the revenue.

Chapter 13 - Case Study: Reviving Revenue Management

1. How can the management team address the problem of low ADR?

They need to train, and train hard. The employees don’t really know what they are selling, and that
makes it nearly impossible to sell. They need to train them on every single good or service they
offer so they will be able to sell more and raise the ADR. In my opinion it starts with training,
when an employee is hired and then continued periodically.

2. What are some ways Jodie could make employees like Jack and Tracey more
familiar and comfortable with a yield management program?

I feel that Jodie just needs to train and teach the staff more in depth and make sure they comprehend
with quizzes. Great and effective training is key to an employee’s success. If a company does not
teach an employee something, how can you expect them to know it?

3. What selling skills should be training focus on for the Hearthstone Suites Hotel staff?

They should focus on the things that are hurting them most. They need to train them on everything
they offer and how to successfully sell those goods or services. They also need to train the staff on
how to effectively and efficiently perform their positions daily routines and tasks, along with
training them a little on other departments. At least those they will be mainly dealing with or in
contact with the most

4. How can the Hearthstone Suites Hotel regain some of the commercial business it
has lost?

It all starts with a successful work team that can sell goods or services and exceed the guest’s
expectations with hospitality while doing so. If the staff has a reason and knowledge of how to
perform, sell, and be hospitable the guests will notice and be more willing to return, along with the
sales rates should improve.