Room for improvement | Operations Management homework help

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Room for Improvement

Monique Kazer spends quite a bit of time on the road in her job as a salesperson for a company specializing in audiovisual equipment for convention hotels and centers. She works long hours, often dines late at night, and returns to her lodging place late, sometimes after midnight. Monique has asthma and is very sensitive to cigarette smoke, so she always requests a nonsmoking room at her hotel or motel.
Several weeks ago, tired after visiting three convention hotels, in Newark, Jersey City, and Hoboken, in one day, Monique arrived a few minutes after midnight at the Hospitality Inn, where she had a guaranteed reservation. The Hospitality Inn was a unit of the major chain with which her firm did business because of the deep discounts offered She checked in and headed for Room 315, looking forward to a hot shower and good night’s sleep; tomorrow was going to be even busier. As always, she checked the door for a no-smoking sign. When she entered, the smell of cigarettes, or possibly cigars, mixed with air-freshener spray, almost made her sick. She began to cough, and her throat started to close up.
She quickly backed out, shut the door, and returned to the front desk. At least she didn’t have to wait in line at that time of night, thank goodness for that. Desk agent Hyun Cho had a magazine open on the area beneath the counter that she used as her desk, but she was not reading it because – as Monique saw it – she was obviously talking to a friend on the phone. She glanced at Monique a couple of times but continued to talk on the phone, making it clear that Monique would have to wait her turn. Ordinarily, Monique would have waited a few moments, but tonight she was not in the mood so she employed her last-ditch technique for gaining attention in such a situation: She reached over the counter, took the phone out of Cho’s hand, and hung it up. The service encounter went downhill from there.
Monique didn’t even give a red-faced Hyun Cho a chance to mention the phone hang-up: “I made a reservation for a nonsmoking room, and you people put me in a room full of smoking fumes. Just change my rook and we’ll let it go at that.”
Cho was a fairly conscientious night desk agent, and she had actually been talking with her babysitter, but she was still steaming from having the phone taken from her in mid-sentence. Hyun said nothing, checked the hotel records with a glance, and then said to Monique: “That is a nonsmoking room!”
“Check again, Ms … (looking at her name tag)… Cho. The room smells like a pre-war stag party.”
“I don’t care if it smells like hell warmed over. I don’t need to check again, Ms … (looking at the registration card)… Ka-Zer. I can read and I know my rooms and I can tell you that Room 315 is for nonsmokers.” She concluded triumphantly, “We changed in over last week!”
Monique whispered the first curse she had uttered in a year or two, and then said “Just move me to nonsmoking room that has been a nonsmoking room as long as you have been open.”
“No, problem, Ms. Ka-Zer. (pause) Usually. But tonight, I’m sorry, we’re filled up.”
Monique tried to have the room fee canceled, but Hyun refused. “If you don’t show up until after midnight, it’s actually the next day. No cancellations or refunds under any circumstances after midnight.” She played her hole card: “Company policy.” Then she added, “You ought to do something about that cough.”
Monique left – tired, defeated, and still coughing – and headed out into the night to find another room, if she could. If not, there was always the back seat of the rented Crown Vic.

1. How would you have handled this situation if you were Monique Kazer?
2. How would you have handled this situation if you were Hyun Cho?
3. What devices described in the chapter might system planners have used to prevent this service failure, and how might they have used them?

As Monique Kazer rushed through the exit of the Hospitality Inn lobby, she almost knocked manager Roberta Morales down. Morales recognized Monique from previous visits and knew that Monique’s firm gave Hospitality Inns across the region a lot of business. Morales realized that something was wrong and suspected that the something was a service failure.
“I’m the inn manager. Is there something I can do for you?” she said to Monique. She heard Monique’s side of the story, took her to the cocktail lounge bought her the beverage of her choice and asked an assistant manager to chat with Monique while she went back to the front desk. After hearing Hyun Cho’s side of the story (“she yanked the phone out of my hand and slammed it down”), Roberta Morales headed back to the lounge. She would speak further with Hyun Cho later on.

1. In a later chapter, you will be reading about some techniques for handling service failures. For now, what steps might you take to retain the patronage of Monique Kazer (and her entire organization)?
2. What steps would you take with regard to Hyun Cho and the failure at the front desk?
3. Using some hypothetical but realistic numbers, how much do you think it might end up costing Hospitality Inns if manager Roberta Morales is unable to recover from this failure and ends up losing the patronage of not only Monique Kazer but her entire firm?

This case study is for Managing Quality Service in Hospitality. Answers should be one page, word processed and double-spaced. It should be well analyze the situation and present the arguments

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July 1, 2023

Write a sample cover letter that highlights why you would be ideal for a marketing position at a Company of your pick in Florida . In the cover letter, you need to mention the position and discuss the tasks that would be required of you in that position. You can address the cover letter to either a real or fabricated person/organization. Do not address it to “To Whom It May Concern” or “Dear Sir/Madam” or anything else-generic.

Cover Letter Content: • Includes your contact information, date, salutation/greeting (with hiring manager’s full name, title, company, address), body, closing, signature - i.e., major components of a cover letter. • Components are organized logically and overall the letter is attractive. • Letter is concise. • Audience is clear; addressed to real or fabricated person/organization. • Identifies specific position and why you would be ideal for it. Discusses tasks required for that position and knowledge of potential employer. • Discusses your relevant skills, experience, etc. that will make you ideal for the position. • Includes request for interview or meeting with specific manner of follow-up/reverse call to action, note of appreciation, and mentions resume in closing.

BELLOW IS A PART OF MY RESUME TO HELP WRITE THE COVER LETTER.

Summary

Motivated sales driven rental manager focused on attaining a motivated and competitive work environment along with dynamic operating conditions. Customer service oriented and methodical with strengths in accounts maintenance.

Skills

· Key accounts and territory management

· Capital improvement planning

· Systems and automation applications

· Brand management

Experience

Enterprise Holdings | Miami, FL

Assistant Branch Rental Manager

11/2019 – 11/2020

· Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.

· Met with each associate to establish realistic monthly sales goals.

· Strengthened product branding initiatives and coordinated effective marketing campaigns.

· Reviewed employee performance every week and delivered constructive feedback to improve weaknesses.

· Upheld internal standards and productivity goals to meet sales and growth targets.

· Identified growth areas requiring immediate improvement and rolled out marketing program, boosting branch's fleet 16%.

· Executed non-negotiable strategies to foster better customer service and promote positive and engaging environment for all.

· Drove profit increases by leveraging market knowledge and natural leadership talents.

Enterprise Holdings | Miami, FL

Management Trainee

05/2019 - 11/2019

· Ranked 1st place on the sales performance ranking for 4 consecutive months with a total additional revenue of $160,000.

· Achieved a 4-month Customer Service score of 87%, 3 points above corporate average.

· Ran daily sales reports to assess performance and make proactive adjustments.

Equinox | Miami, FL

Sales Associate

10/2017 - 06/2018

· Arranged special accommodations for guests to maintain optimal satisfaction

· Managed all front desk operations for busy high-volume Health Club.

· Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.

· Participated Management Assistance, handling member's accounts and payments.

· Supported Membership Advising participating in more than 100 memberships sold.