The Importance of Training and Working With Others: A Case of Resolving Guest Issues

The Importance of Training and Working With Others: A Case of Resolving Guest Issues

  • Case
  • Teaching Notes
Abstract

This case study presents a scenario of Jason and Mike, both guests of the East Bay Hotel and Marina. In order to avoid spending money out of pocket, the two shared a room during the Hospitality Annual Meeting. The two had interactions with employees at the hotel as well as via Twitter and phone with an employee of the franchising company of the East Bay. The case study aims to generate discussion on service issues, communication, and billing. In addition, the case provides the opportunity for students to resolve the issue by calculating receipts and developing two methods they could use to resolve the issue. Lastly, the case enables students to consider what they would do to avoid similar issues in their workplace by developing ...

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