1. Whose role is it to persuade the owners on the expenditure required to implement the new standard?

2. What would you advise Jackson to do to help make the case for the improvement?

3. What specific skills will Jackson likely need to achieve the goal of properly communicating the property’s need for this franchisor-mandated guest room enhancement?

4. Where might Jackson have obtained these needed skills?

Jackson Maier is the GM of a full-service hotel owned by Partner’s Equity Group (a collection of investors who have pooled their money to purchase the hotel). Because of the excellent way the property has been managed, Jackson’s franchised hotel has achieved quality inspection scores among the top 5% in the franchise system each year Jackson has been the property’s GM.
At their annual convention, the franchise company announces a change in franchise standards that mandates all properties will offer 46-inch flat screen televisions in their guest rooms within 12 months. This mandate represents a change from the current standard of providing each guest room with a 32-inch television. Any property that does not comply with the new policy within the 12-month time frame will face the certainty of reduced quality inspection scores. Jackson’s annual salary bonus is dependent, in part, on the quality scores achieved by the property.