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Assignment Instructions

Sales and Events – (HOSP-6015-Section 06)

In-Class Case Study Assessment #1
(50 points/ 5% of total grade)
Due date: End of class.
Note: No extensions will be allowed after the due date.

Purpose: The main purpose of this assignment is to examine the learning from chapters from an
inter-professional team approach.

Skills: The purpose of this assignment is to help you practice the following skills that are essential to
your success in this course / in school / in this field / in professional life beyond school:

Student Name: ______________________________________ email _________________________

Student Name: ______________________________________ email _________________________
Student Name: ______________________________________ email _________________________
Student Name: ______________________________________ email _________________________

TASKS: -
Case Study: Gratuities Rule
It was a typically warm summer afternoon and check-ins at the Casa Vana Resort were steady.
This was one of the first big weekends of the summer and the front office staff was still
adjusting to the large number of arrivals. In fact, the registration traffic was so brisk that the
front office staff had to work as bell attendants. As another car pulled up to the lobby
entrance, Niam Hudson, assistant front office manager, gave an audible sigh.
“I hope these incoming guests tip better than the other two I just helped,” he muttered—
loudly enough to be overheard by Emily Lynn, the front office manager, and Greg Louis,
assistant general manager and manager on duty. Niam was still leaning against the front office
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desk, taking a short breather, when the arriving couple got out of their car, looked around,
and then proceeded to the front office area.
After Emily completed their check-in process, she asked whether the guests would like
assistance with their luggage. After a brief pause, they said yes, and like many other guests,
looked around the lobby for a bell attendant. Niam had now moved from the desk to a part of
the lobby where he wasn’t easily seen, hoping that the guests would decline the offer of
assistance. He wasn’t in the mood for another poor tipper, even though an automatic gratuity
of 15 percent was added to every room charge. This meant that the guest was paying for bell
service whether they used it or not. If they did request assistance, they were not obliged to
pay an additional gratuity, since the tipping amount was covered in the base cost of the
room.
Once Emily became aware that the guests required assistance, she used her walkie talkie to
radio Niam for help. As Niam heard the radio call, he proceeded to the back area where the
luggage carts were kept. Greg caught Niam’s eye and suggested with a point of a finger that
the guests who had just checked in needed assistance. Niam, however, appeared to ignore
this cue from Greg.
A few minutes later, Greg noticed the guests taking their own belongings from their car and
placing them in the lobby area. He wondered what happened to Niam and found him in the
service corridor talking with Brad Larry, the resort’s chief engineer, who was serving as a
backup bell attendant.
“Niam, I thought you were going straight out to assist those guests,” said Greg impatiently.
“What are you two doing? Don’t you know guests are waiting to be helped?”
Niam stepped back and told Greg angrily that his shoulder was really hurting. He went to ask
Brad to serve the guests in his place. Brad, however, was on lunch break and wasn’t very
pleased to be asked to assist guests when Niam was the bell attendant on duty. Greg said that
he would do the job himself if the other two couldn’t take the time or were too tired.
“Maybe you should go home if your shoulder is hurting too much to assist guests,” he
suggested to Niam.
“Hey,” said Niam, “I’ve been working hard all day, it’s hotter than blazes, and I’m going to the
doctor tomorrow. I haven’t been sitting idle, you know that for a fact!” Finally, Brad grabbed
the luggage cart and proceeded to the lobby to assist the guests.
As Greg returned to assist Emily during the busy check-in, he counted the number of times he
practically had to drag Niam and Brad away from their hallway hiding place to assist guests.
“Isn’t this their job?” he thought. “What message are they sending to our guests by just
standing around watching the guests help themselves? Why include a 15 percent service
gratuity if we aren’t helping them with luggage?”
Greg pondered these questions. With Niam and Brad being so difficult to direct, he thought
about how to best communicate his concerns to Emily, the front office manager.
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What nonverbal message are Niam and Brad sending to the arriving guests? (150-200 Word) (5 Points)

When Emily interacts with the arriving guests waiting for luggage assistance, what will be her greatest
communication challenge? (150-200 Word) (5 Points)

How would you suggest Niam and Brad behave during the arrival stage of the guest cycle? (150-200
Word) (5 Points)

Develop an SOP for the department to combat this situation? (150-200 Word) (5 Points)
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GRADING RUBRIC- HOTL 6015 Sales and Events.

CONTENT & UNDERSTAN LANGUAGE CITATION

ANALYSIS DING
50 Presentation 50 Demonstrates 50 Minimal errors with 50 Sources are cited
covers topic. thorough and grammar, and great correctly in-text and
completely and insightful use of a variety of on references page.
in understanding sentence structures. Sources are
-depth. of information, Good use of high- academically
Information is ideas, level vocabulary credible and placed
very clear, concepts, or items. Register well. Clear attention
appropriate themes. consistently to formatting is
and accurate. appropriate to the evident.
purpose and
audience. Well-
developed control of
language.

35 Presentation 35 Demonstrates 35 A few problems with 35 Sources are mostly

mostly covers. solid. grammar, and a good cited correctly in-
topic understanding use of a variety of text and on
completely and of information, sentence structures. references page.
in-depth. ideas, Some use of high- Sources are mostly
Information is concepts, or level vocabulary useful and placed
clear, themes items. Register well. Formatting
appropriate overall appropriate was successful with
and accurate. to the purpose and minimal errors.
audience.

30 Some 30 Ideas 30 Some problems with 30 Some problems

arguments adequately grammar, adequate with citing sources
and/or claims organized, with use of a variety of in-text and on
explained well most of the sentence structures references page.
but confusion required and vocabulary. Some sources are
is apparent. sections, and Reasonable, if not not useful or placed
Demonstrates use simple always successful well. Formatting
some examples linking devices. attempt at register still needs focus and
of critical Requires some and format. revision.
thinking. effort.

20 Presentation 20 Demonstrates 20 Major problems with 20 Major problems

covers topic. some. grammar with with citation forms.
partially. understanding several errors that Most sources are
Information is. of information, can be distracting. questionable and
somewhat ideas, Unsuccessful not useful or placed
clear, concepts, or attempts at well. Formatting
appropriate themes appropriate register. not attempted or
and accurate. has too many
errors.
10 Assignment 10 Demonstrates 10 Significant problems 10 Sources are not
does not cover limited. with grammar with cited correctly. Not
topic. knowledge of frequent errors that enough sources are
Information is key facts and obscure meaning. used or mentioned.
not clear, terms relating Simple sentence No attention to
appropriate, to their choice structures are used formatting made.
and accurate topic. frequently.
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Comments:
Score: 50/