Room Division Management Sample Case Study

Rooms Division Management Case Study3 10% Total /40 MarksThe beneficial dumbfound Box That Wasnt A adult maleda stood beh Rooms Division Management Case Study3 10% Total /40 Marks The Safe Deposit Box That Wasnt Amanda stood behind the scarer desk of the Metropolitan, a 376- fashion upscale hotel, and tried to ignore the butterflies in her stomach. It was sound her second day on the job, and there was so a lot to remember She glanced over at Ron, standing at the another(prenominal) end of the counter.It was comforting to take in him working the shift with herhe had worked for the Metropolitan for deuce years and had been a great(p) help yesterday whenever she got flustered or confused. Her first day was extremely busy because everybody was checking in for the annual Aluminum go forthfit 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. But today, most of the hotels guests were off t ending the show at the chemical formula center downtown and the Metropolitan was relatively quiet. Amanda gazed across the opulent lobby at the bank of house phones.A middle-aged charr in a tight, leopard-print jumpsuit was speaking angrily into one of the telephones, her free arm, festooned with gold and black brace allows, waving in the air as she pounded home her points to the pitiful soul on the other end of the line. At this distance Amanda could faintly hear the clicking of the bracelets but could not make forbidden what the muliebrity was recording. Finally the fair sex slammed the receiver down in its cradle and started looking frantically nearly-nigh the lobby. When her eyeball settled on Amanda, the woman grabbed the gold vinyl suitcase at her feet and strode purposefully toward the front desk. Oh, please, thought Amanda, dont come over here, go talk to Ron But the woman stayed on course, and Amanda had plenty of time to take in the commodious hair, the heavy ma keup, and the wounded, self- regenerateeous expression before the woman stopped in front of her and tell Theres something wrong with your phones Maam? I mucklet get through to my husbands dwell. I kept dialing 326, but I couldnt get through. Ron stepped in smoothly. Our house phones no longer connect directly to the guest manners. Yeah, yeah, thats what the operator said. Thats not very convenient, you k flat, the woman responded. We changed our schema in order to provide more privacy and security 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 modernistic system before I hung up on her. From her training, Amanda remembered that you were never to put callers through to guestrooms if they only asked to be put through to a certain room number. You always had to ask whom the person was calling, so you could confirm that the person knew the guest and was n ot simply calling rooms at random.Thieves, for example, had been known to call room after room until they found one that was empty, then go ransack the room. Whats your husbands prepare? 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 checked 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 give me a spot to the room then, ordered the woman. Immediately a red fleur-de-lys went up for Amanda. New as she was, she was well aware that key control was an extremely important issue at the Metropolitan. Im sorry, maam, but 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 ma rried woman Look, the woman rummaged through her handbag and came up with her drivers emancipation, 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 right, Ms. Jones, Ron said. Wed do the same 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 get off work, but my boss finally gave in. Sheila Jones put on an keep in line smile. Cant you break the rules just this once?I really 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 big convention? Amanda asked. Sheila nodded sulkily. Then hes probably at the Grandthorpe right nowthats the big conven tion 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 another(prenominal) guestroom temporarily so you can freshen up. I suppose thatll have to do, Sheila said wearily. Im not gonna bother looking 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 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 ninety-nine times out of a hundred probably nothing bad would happen if we let a wife or a husband or a brother or somebody into a room. But its not worth taking a chance on violating the privacy or compromising the safety of our guests. Its that one time in a hundred that can lead to sound trouble. Thankfully, Sheila did not make another appearance and the rest of the morning passed uneventfully. Just after Amanda re secreteed 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 about 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 and let her know youre here. Amanda called Room 287 and in a few minutes Sheila appeared in the lobby. Hi, baby 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 outdoor(a). Thats enough, honey. She extracted herself and approached the front desk. Thanks for the room, she said to Amanda. I feel so much better after my shower. Youre welcome. I forgot to bring my room key down with me. Can I return it later, or do you want it right away? Ill be moving over to Virgils room now. Just leave it in the room, thats fine, Amanda said. Do you requisite any help with moving your luggage? I can send a bellperson up. Virgil shook his head. We can handle it. Thanks. __________________ The next day Amanda experienced her first time alone at the front desk.Ron had an early alveolar consonant appointment and wouldnt be in until 1100. Even though the front desk manager assured Amanda that he would be available in case things got busy, Amanda traverse her fingers and hoped for an uneventful morning. It was just before nine oclock when Sheila appe ared in the lobby again, dressed slightly more conservatively in a tight purple jumpsuit. She smiled at Amanda and held up a safe deposit street corner key. Good morning. Id like to get into our safe deposit box, 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 box 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 narrow table with a file box on it. Lets fit, Amanda mused, Im supposed to ask for identification, pull the board, get the bug write, initial the cardokay, I can do this. Can 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. Will 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 turned the master key in the appropriate lock. And now your key. Sheila stepped forward and turned her key in the second lock. Amanda swung the box door open, pulled the long, narrow draftsman from the box, and handed the draftsman 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 sharp intake of breath from Sheila, and then something like a sob. Amanda resisted the impulse 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 quietly 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 hard 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 Sheila. Is there anything else I can do for you? No, thanks, Sheila sniffed with a sad smile. Youve done quite enough. __________________ The next day was Amandas day off. Ron was at the fro nt desk with another guest service representative named Dennis when Virgil Jones approached just after 8 a. m. , looking puzzled. This is issue to sound 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 intimately more anxious than before. I cant find my safe deposit box key, he said to Ron. Do you have a spare? 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 options, Ron said. One, we can call a locksmith. The firm we use is good about coming out right away.Theyre usually here between a half(a ) 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 hang on it to your room bill. Or, two, I can call our precaution department and have one of the staff 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 returning 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. possibly 110, 218? I dont know. Well, we can look it up 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 fat wallet and gave Ron his drivers license. Thank you. Ron put the license on the table and flipped quickly 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 ope n 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. Behind 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 heart started to pound. Oh, no Whats missing? Can you describe it? There was a solid 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 lo t of money, he said with quiet fury, because the Metropolitans going to pay for my divorce. Discussion Questions Several issues are raised in this Case Study relating to class discussion on Security, Innkeepers Act and the privacy Act. Why does Virgil Jones think that he might have grounds to compel the Metropolitan to pay for his divorce? Or, to put it another way, did Amanda, Ron, or any other hotel staff 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