Room Division Management Sample Case Study

Rooms Division Management Case airfield3 10% Total /40 MarksThe Safe Deposit loge That Wasn&rsquot Amanda stood beh Rooms Division Management Case consider3 10% Total /40 Marks The Safe Deposit shock That Wasnt Amanda stood behind the trend desk of the metropolitan, a 376- room upscale hotel, and tried to omit the exceptterflies in her stomach. It was effective her second day on the job, and t here(predicate) was so much to remember She glanced over at Ron, standing at the different end of the counter.It was comforting to have him operative the shift with herhe had worked for the Metropolitan for two years and had been a gravid help yesterday whenever she got fluster or confused. Her first day was extremely busy because everybody was checking in for the yearbook Aluminum Siding Trade Show and Convention that started today. In a way, it was good that her first day was so busy, because she hadnt had time to be nervous. precisely today, most of the hotels guests were compl ete attending the show at the convention centre of attention downtown and the Metropolitan was relatively quiet. Amanda gazed across the opulent lobby at the commit of house ph wizards.A middle-aged womanhood in a tight, leopard-print jumpsuit was speaking angrily into one of the telephones, her free arm, festooned with gold and black bracelets, gesticulate in the air as she pounded home her points to the unfortunate soul on the other end of the line. At this distance Amanda could faintly hear the clicking of the bracelets unless could non make start what the woman was saying. Finally the woman slammed the murderer down in its cradle and started smellinging frantically around the lobby. When her look settled on Amanda, the woman grabbed the gold vinyl suitcase at her feet and strode purposefully toward the summit desk. Oh, please, thought Amanda, dont come over here, go prattle to Ron But the woman stayed on course, and Amanda had plenty of time to engineer in the co mmodious hair, the heavy makeup, and the wounded, self- dependableeous expression out front the woman halt in present of her and said Theres something wrong with your phones Maam? I cant regulate through to my hubbys room. I kept dialing 326, moreover I couldnt eviscerate through. Ron stepped in smoothly. Our house phones no longer connect directly to the guestrooms. Yeah, yeah, thats what the operator said. Thats non very convenient, you see, the woman responded. We changed our system in order to provide more(prenominal) privacy and protective cover for our guests, Ron continued. Did the operator reach your husband for you? No, she started explaining why dialing 326 wasnt working and I told her what I thought of her new system before I hung up on her. From her training, Amanda remembered that you were never to intrust callers through to guestrooms if they only holded to be put through to a certain room number. You always had to ask whom the soulfulness was calli ng, so you could con unassailable that the person knew the guest and was not plain calling rooms at random.Thieves, for example, had been known to call room laterwards room until they found one that was empty, then go ransack the room. Whats your husbands consult? Amanda asked. We can try to connect you here at the front desk. Virgil Jones, the woman responded. Amanda moved to the computer and called up Virgils reservations record. Yes, a Virgil H. Jones was registered in Room 326. Mr. Jones examine in to Room 326 yesterdaylet me try and reach him for you. Amanda picked up the front desk telephone, dialed, and listened to the phone ring ten times. Sorry, theres no answer. Thats okayjust bear me a line to the room then, ordered the woman. Immediately a red flag went up for Amanda. New as she was, she was well informed that key control was an extremely important issue at the Metropolitan. Im sorry, maam, alone its against our policy to give out keys to guests who are not registered. Mr. Jones is the only person registered for that room. But Im his married woman Look, the woman rummaged through her bag and came up with her drivers permission, heres my I. D. Im Sheila Jones.See? Thats me there. Im sorry, Ms. Jones, Amanda said. Had your husband told us you were coming, we would have noted it in the reservations record and thered be no problem. But were not allowed to let unregistered guests into rooms. She glanced at Ron. Thats even off, Ms. Jones, Ron said. Wed do the resembling thing for you. Its actually against the law to admit an unregistered guest to a room. My husband doesnt know Im coming. I didnt think I would pass off work, nevertheless my boss finally gave in. Sheila Jones put on an ingratiating smile. cannistert you chip the rules just this once?I in reality want to surprise Virgil. Im sorry, Amanda said, we really cant. She looked at Ron again for support, and he nodded in agreement. Is your husband here for the hulking c onvention? Amanda asked. Sheila nodded sulkily. Then hes probably at the Grandthorpe right nowthats the big convention hotel downtown. Thats where the trade show is. Ill never find him there, Sheila fumed. Youre welcome to look around in our restaurant and lounge to make sure hes not still here. It would be a lot easier if youd just let me in the room, Sheila grumbled. Im tiredit was a long drive. Amanda tried to give Sheila her best empathetic smile. Im sorry. Ill tell you whatif you cant find him, let us know and well put you in other guestroom temporarily so you can freshen up. I aver thatll have to do, Sheila said wearily. Im not gonna bother sounding for him. Im tired, and if hes not in his room hes probably at the convention like you said. Just give me a room. After Sheila collected a key to Room 287 and left wing in a huff, Ron congratulated Amanda for a job well done. You did the right thing. Her I. D. proves shes Sheila Jones, but it doesnt prove shes Virgils wife. She probably really is his wife, and enneadty-nine times out of a hundred probably nothing bad would happen if we let a wife or a husband or a chum salmon or somebody into a room. But its not worth fetching a chance on violating the privacy or compromising the natural rubber of our guests. Its that one time in a hundred that can draw out to serious trouble. conveyfully, Sheila did not make another appearance and the rest of the morning time passed uneventfully. Just after Amanda re sullen to the front desk after lunch, a short, balding fellow in a shiny blue suit approached the desk and gave her a big smile. Hi, Im Virgil Jones, Room 326.Any messages or mail for me? No, Mr. Jones, but someone was asking well-nigh you. A Ms. Sheila Jones was here. She said she was your wife and wanted to wait for you in your room, but we had to turn her down. Virgil looked startled rather than pleased. Where is she now? We put her in another room so she could freshen up. Let me call her an d let her know youre here. Amanda called Room 287 and in a few minutes Sheila appeared in the lobby. Hi, nestling Virgil called out when he saw her, rushing up and giving her a bear hug. Sheila looked at Amanda over Virgils shoulder and tried to pull out. Thats enough, honey. She extracted herself and approached the front desk. Thanks for the room, she said to Amanda. I feel so much wear after my shower. Youre welcome. I forgot to bring my room key down with me. bear I return it later, or do you want it right away? Ill be moving over to Virgils room now. Just set aside it in the room, thats fine, Amanda said. Do you need both help with moving your luggage? I can send a bellperson up. Virgil shook his head. We can handle it. Thanks. __________________ The abutting day Amanda experienced her first time alone at the front desk.Ron had an early dental appointment and wouldnt be in until 1100. nonetheless though the front desk manager assured Amanda that he would be addr essable in case things got busy, Amanda crossed her fingers and intrustd for an uneventful morning. It was just before nine oclock when Sheila appeared in the lobby again, dressed slightly more conservatively in a tight purple jumpsuit. She smiled at Amanda and held up a prophylactic file stripe key. Good morning. Id like to get into our untroubled accommodate incase, please. Thank goodness I dont have to say no to her again, Amanda thought gratefully. Yes, Ms. Jones, right this way, please. Quickly, Amanda mentally reviewed her training in how to handle safe deposit loge requests as she led Sheila into the small safe deposit box room just to the right of the front desk. One side wall contained the bank of safe deposit boxes the master key to all the boxes hung by a chain secured to the wall. Pushed against the opposite wall was a abbreviate table with a file box on it. Lets see, Amanda mused, Im supposed to ask for identification, pull the card, get the card signed, initi al the cardokay, I can do this. sack I see some identification, please? Sheila groaned. Not this again, she grumbled.She undetermined her handbag and came up with her drivers license again. Thank you, Amanda said, and looked under the Js in the file box for the right card. There it was Box 116, signed out by Mr. Virgil H. Jones. willing you sign the card, please? And Ill initial your signature. Amanda gave Sheila the card and a pen and indicated the narrow table. Sheila signed the card and gave the pen to Amanda Amanda initialed the card and recorded the date and time. Thank you. Amanda put the card back in the file box. Now Ill put my key in the box and turn it. Amanda found Box 116 and moody the master key in the appropriate lock. And now your key. Sheila stepped forward and move her key in the second lock. Amanda swung the box door open, pulled the long, narrow draftsperson from the box, and handed the draftsperson to Sheila. Ill be right outsidejust let me know when youre finished. That wont be necessary, Sheila saidsomewhat grimly, Amanda thought. This will only take a second. Amanda turned her back discreetly while Sheila placed the drawer on the table. Amanda heard the metallic creak of the lid lifting, then a stabbing intake of breath from Sheila, and then something like a sob. Amanda resisted the caprice to turn around.Its none of our business, its rude, and it might get us into trouble, she remembered Ron telling her, so never watch guests get into their safe deposit boxes. Amanda was thinking of softly leaving the room when she heard the lid close and Sheila said, Okay, Im done, thank you. Amanda turned around and took the box from Sheila. The lighting in the room made it heavily to tell, but Amanda thought Sheilas eyes were redder and puffier than before. Amanda returned the drawer to its box, swung the box door shut, and turned both keys in their locks. She let the master key hang by its chain and handed the guest key back to S heila. Is there anything else I can do for you? No, thanks, Sheila sniffed with a sad smile. Youve done quite enough. __________________ The attached day was Amandas day off. Ron was at the front desk with another guest wait on representative named Dennis when Virgil Jones approached just after 8 a. m. , looking puzzled. This is going to go away like a strange question, he said, buthave you seen my wife? No, sir, not this morning, Ron replied. I didnt hear her get up, and her suitcase is gone. Virgil rubbed his chin for a moment, then shrugged. Im sure shell turn up, he turned to go. Like a bad penny, he said under his breath as he walked away. About 20 minutes later, Virgil was back at the front desk, looking considerably more anxious than before. I cant find my safe deposit box key, he said to Ron. Do you have a forego? I need to check on something right away. Ron shook his head. Im sorry, sir, but, for security reasons, we dont have spare keys to any of our boxes. What do we do now? Ive got to get into that box Well, you have two resources, Ron said. One, we can call a locksmith. The firm we use is good about coming out right away.Theyre ordinarily here between a half hour and an hour after we calland I believe the last time they came out for this they charged around $80. Whatever the charge is, we will add it to your room bill. Or, two, I can call our keep department and have one of the module punch the lock for us. He can probably be up here in just a few minutes, but if you choose this option theres a $100 charge because well have to replace the lock. Call the maintenance guy, Virgil said grimly. Im not waiting no hour. Very well. Ron moved to the front desk phone and spoke a few words into it before reverting to Virgil. Hell be up right away.Do you remember your safe deposit box number? Virgil was churning his fingers through his hair, a worried expression on his face. No, he said. Maybe 110, 218? I dont know. Well, we can look it u p in our files. Excuse me for a moment. Dennis was busy with another guest, so Ron answered the front desk telephone. When Ron hung up, he smiled and waved to a young man just getting off one of the lobby elevators. Ah, heres Ted already. Ted was in a gray maintenance uniform and carrying a box of tools. Come with me, please, Ron said to Ted, and then, Mr. Jones, right this way. The three men entered the safe deposit box room.Ron opened the file box and turned to Virgil. Can I see some I. D. , please? Virgil pulled out a alter wallet and gave Ron his drivers license. Thank you. Ron put the license on the table and flipped readily to the Js in the file box. There was the card Box 116, signed out by Virgil H. Jones. Ron compared the signature on the license to the signature on the card, nodded, and gave the license back to Virgil. Ron noticed that Virgil had not gotten into the box since he had first opened it up, but that Sheila Jones had signed for it yesterday. Ron looked at the initials alongside the signature A. M. Amanda Muldinadoand shook his head. Rookies, he thought. It looks like you reserved box 116, Mr. Jones, Ron said. Sign here, please, and well get it open for you right away. Ron pushed the card over to Virgil before turning to put the master key in the master-key lock for box 116 and turning it. Virgil started to sign the card but stopped. I see my wifes signature here. She got into the box yesterday? Looks like it, Ron said. empennage them Ted set down his box of tools. After a couple of sharp blows, Ted said, All set. Ron pulled the long drawer out of box 116 and handed it to Virgil. Well leave you alone now, Mr.Jones, Ron said quickly, and motioned for Ted to exit. Ron was hardly back at the front desk before Virgil reappeared. Is everything all right, Mr. Jones? No, everything is not all right, Virgil said in measured tones. Somethings missing. Rons totality started to pound. Oh, no Whats missing? Can you describe it? There was a square(p) gold I. D. bracelet in there with the name Mitzy engraved on it, Virgil said grimly. Now its gone. Oh, no, Ron said again. And now my wife is gone, Virgil continued. I hope this hotel makes a lot of money, he said with quiet fury, because the Metropolitans going to open for my divorce. Discussion Questions Several issues are raised in this Case Study relating to class discussion on Security, Innkeepers Act and the concealing Act. Why does Virgil Jones think that he might have grounds to induce the Metropolitan to pay for his divorce? Or, to put it another way, did Amanda, Ron, or any other hotel ply member make any serious mistakes in dealing with Virgil or Sheila? If so, what were those mistakes? Point out in your discussion the things the hotel staff did right in relation to guest security. Explain in