Beauty

Beauty

結果 (繁體中文) 1:

美人

結果 (繁體中文) 2:

Mini-Case Study: "Front Desk Service---Whitewater Inn"
Cutis Bell has just been hired by the Whitewaicr In to be the new front desk manager Curis is
moving from another town, so the gencral manager of the Whutewater Inn is allowing him to stay a few
nighis until he can find pemanent housing Curtis arrites at the inn about 6 PAL, on the night before he
is to sart work Therc arc scrcnil gucsts at the front dcsk and scrcal front desk agems. Before.
appraching the desk lo check in, Curis akes a few moments to listen and observe whal is going on.
P The firs gucst he obscives is asking for a key to a room. The front desk agcnt, Jim, asks the guest
for his name and venifics it in the compuler sysicm before handing over the kcy
The sccond guest has a complaint. He is upset that his room is not madc up and he has an
imporant dinnerappointiment The desk agcm, Nancy, ells the guest that housckeeping Is closed and
she doesn 't know what to do.
The third gues,. Mr Jones, is iry ing to chcck in lowever, the fron' desk agen, who is not wearing
a name badge, claims he cannot find any rescrvation for Mr. Jones
"The nevi guest asks to usc a saife deposil box. Nancy iclls the guest that the hotel is out of safc
deposit boxes because some of the boves do not have keys.
Finally, a fourth gucst approaches Jim and asks where a good place is to have dinner The
Whitevaler Inn is known for its fresh fish and beautiful view of the niver and woods beyond. Jim
recommends a steak house down the strcct.
Discussion Questions
1.What did Curtis observc that was correct? What did Curtis obscrve that nccds to be conrected?
2. What could Nancy do to resolve the complaint for the guest whose room is not clean?
3. What other resources should Curtis use lo idcntify gucst and opcrational problcms at the front
desk?
4. How should Curtis address these issues with his new suaft?
Case Number: 3326CB
The following industry cvperts helped gencrate and derelop this case: Richard M. Brooks, CHA, Vic
Presidcnt, TWE Group; and Michacl L. Kasavana, NAMA Professor in Hospitality Business, The
School of Hospitaliy Business, Michigan State Univcrsity, East Lansing, Michigan.

結果 (繁體中文) 3:

美女