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Joshua Jordan

Emily Nichol

Adam Hoffman

Will Sackrider

Jordan Elliot

CASE STUDY 2: A COMMENT ON MANAGEMENT ATTITUDE

Elmer Dinsmore, the general manager of a grand scale hotel, has had difficulties in hiring quality workers and has noticed that the hotel occupancy is down. He also believes the adjoining hotel restaurant has something to do with the poor business. Without recourse, the hotel will lose its repeat customer base to the smaller motels.

Although Mr. Dinsmore believes the hotel restaurant is partially responsible for the lack of business, let’s look at the strategic management of the hotel in general. As Elmer quotes towards the end of the article “raising the prices while cutting back on the help is bound to increase the take.” This is a very large concern; high dollar hotels require high dollar amenities that are tidy, consistent, and on-time. As Mr. Dinsmore suggests, he wants to cut back on the help, obviously he has already cut back on the equipment budget and is still charging customers the price for a grand scale hotel while it is being managed and serviced like a Best Western. Of course the hotel occupancy is down, the customers pay a large dollar amount for quality service but the manager will not even drink the hotel coffee.

Our suggestion for Mr. Dinsmore is that he engages a more myopic view and alters his budget and training to the standards of a classy hotel. Even though the price for vacuums, better coffee, and more attendants (regarding service trays, etc.) is costly in the short run, that is the only method to please and retain the high paying target customers. Not only do the employees have to be better equipped but they need better training and leadership from the top down. A manager that dresses casually in his favorite hunting jacket is not a good recipe for structure and discipline. This means you have to provide training regarding the standards of your business, hire an adequate number personnel to...