Case Study 1: An Incident in Hotel Management The mother of a teenage boy has called three times to inquire about a Fossil watch that her son had left in the shower of room 223 . He was part of a school group (three boys to a room ) that checked out on the 28 th. This information was taken on her first call . A promise was made then to call back , but never fulfilled . Now the mother is on the telephone with the general manager The housekeeper told the GM that lost & found has only socks , jockey shorts , and a cap from 223 . The assistant manager , who fielded the second call , explained that he hung up when the lady grew belligerent and used very strong language such as the hotel staff was a bunch of thieves , the assistant was an idiot and worse "Caller " I realize people misplace things , but that happens with old people in retirement , not with a 17 year --old in a hotel Questions 1. Was there a management failure here , if so what was it? 2. What should the hotels response or action have been to the incident ? Please provide details of the response , including different dimensions of the response and why this response or action should have been taken 3. What further , long --term action should management take , if any ? Please provide 3 long --term actions with support for your answers Case Study 2: An incident in Hotel Management Case Study A late arrival is standing at the desk waiting to be roomed . The night manager stays silent , allowing the guest --service agent to handle the situation . There are no rooms "You don't seem to understand : I have a reservation ". It was guaranteed with my credit card because I knew I was going to be late ." Sir, you made that reservation nine weeks ago on a credit number (43679405840 ). The card company dishonored that card ; so we cancelled the reservation . "We have no rooms and the citywide convention means the closest a accommodations are in the next town , 18 miles away . Their rate is $165 ; my guess is the cab will be about $60. They're on the telephone what should I tell them ?" "I need a room . Have them hold space ." The reservation confirmed , the guest turned toward the manager . "I feel you should pay the cab fare and the $75 difference between the rates . Since apparently we have both made mistakes ; make it an even $100 and we'll each take a hit !" 1. Was this a management failure , or should the responsibility fall to the guest ? Clearly defend your