CASE STUDY: 40 points PASS ON LOG TIME OF COMMENT ENTRY 3:00 PM Reviewed a.m. activities with GM. Expecting full house tonight. 3:55 PM PM Housekeeping attendant has gone home ill. Requested an AM attendant to stay over to cover shift. Emma can stay until 6:00 PM. 4:20 PM 7 Stay overs with 86 still due in. Not accepting walk-ins. 5:15 PM Still have 4 rooms Vacant Dirty. 6:00 PM 2 rooms left Vacant Dirty - Emma cannot stay any longer. 6:15 PM Guest called to find out where her room service dinner was. I followed up with the kitchen. They had burned the steak; they will give her a new one comp. Guest was happy. Have Chef send apology note. 6:45 PM 15 Arrivals left - 12 Vacant Ready rooms. 7:00 PM Mr. Smith came down to change credit cards. He received the message that his card had declined. He was very apologetic. 7:30 PM 5 Arrivals - 2 Vacant Ready Rooms. 7:35 PM I had to clean the 2 rooms Emma didn't get to 9:00 PM Filled last two rooms - glad I cleaned them earlier! 1 Arrival left. 10:00 PM Noise complaint in room 305. Security and I contacted the guest; he had a bit too much to drink. Need to watch. 10:05 PM Guest pick up at airport. Need to send shuttle. This could be bad, as we have no rooms left. 10:15 PM Had to walk last guest to the Maple Leaf Inn. Called Rachel there and made the arrangements. Guest will return in the morning. Note, upgrade upon return to hotel. 11:00 PM Reviewed P.M. activities with night audit manager. Instruction: Answer the following questions c 1. Write a narrative about what happened at the hotel on this evening. 2. What would have happened if the hotel did not clean the two (2) remaining rooms? 3. If you were this manager, what would you do differently? 4. The log noted instances of guest service and contact. Why is this important to make note of