QUESTIONS:

A. What are the problems that can be identified in the case? Enumerate them briefly.
Answer:
1. Air conditioning going on and off on the fifth and sixth floors
2. Front desk failed to answer the phone call
3. The front desk clerk does not know where the cats should be housed
4. The department says that the organized conference are not for the pets but the
participants still brought their pets with them
5. Housekeeping staff is unable to get into the rooms (checkout time is noon)
6. The Biology Researchers Conference attendees have not risen
7. Two (2) of the room attendants did not report to work that morning
8. With the air conditioning out of order and the lobby in chaos, the odor and noise are
beyond description
9. 10 POP members with guaranteed reservation failed to stay in the hotel because of the
hotels overbooked
10. The reservation staff forgot to ask the guest if they were cat or dog owners
11. The clamor in the lobby are unbearable--- dogs are barking, cats are hissing at dogs and
guests are complaining loudly
12. Blue smoke pours from the vents
13. One of the crew does not report the incident to the banquet manager

B. If you are the front office manager (FOM), how will you solve each of the problems at
hand? Discuss your recommendations in detail.
Answer:
1. Being a Front office Manager I will consult this problem to the engineer as soon as
possible and fix it immediately to prevent complaints from the guest
2. As a front office manager this will need to be taking care of because it might be an
emergency and no one is answering therefore we need another desk clerk to
accompany other clients.
3. As a front office manager in a hotel we should be always prepared in anything we should
do
4. As a front office manager I will immediately take an action to this problem for the guests
and other customer will not complain, we will work together for the pets to make a
house.
5. As a front office manager I will inform the guest the day before the check out so that they
will be informed or they will never forget that on that day they should prepare their things
and get ready for their check out
6. As a front office manager
7. As a front office manager I will remind the staff of the hotel that whenever they will not
work on that day they should inform us about their situation and if their excuse are valid
so that we could add some workers to help us in this time of that the hotels are
overbooked and a lot of staff needs help
8. As a front office manager every week we will have a weekly check on the appliances in
the hotel and repair so that there would be no problems incase that the appliances would
be needed.
9. As a front office manager I will make sure to settle all things and if the hotel is fully
booked I will not entertain other guests for the safety.
 10. As a front office manager I will talk to all staff and train them very well for them to not
forget the important details and always keep our work professional
11. As a front office manager we will transfer the pets to other places wherein they can bark
loudly for the customer and hotel safety
12. As a front office manager I will inform the other staff that we should always tell in the
managers what the problem is so the we could resolve the problem immediately and to
not cause anymore complains from the guest

C. After the commotion has settled down, how will you analyze the situation? List the
opportunities for improving communications with the other departments involved. Briefly
discuss your suggestions per department.
Answer:
Based on the situation that we read, we conclude to the idea of having a program to that
company which is will lead the staff and other manage or department to be more responsible
and organized when it comes to their job and also will enhance their capability by having a
training.