a- In some hotels, the GM allows, and even encourages, tipping of room attendants. This is typically done though the placement of a “tip envelope” in the room. Should there be tip envelopes for room attendants in guest rooms? Defend your position in a formal memo that you, as the GM, will send to members of your housekeeping staff.

b- Some GMs feel room attendants must be able to fluently speak the language of the majority of the hotel’s guests to do their job effectively, while other GMs are not concerned about language skills. How important do you think it is that room attendants and public space cleaners can speak fluently to guests? List three challenges you may encounter if you make fluency in specific languages a job requirement.