Room Division Management Sample Case Study

populates Division Management Case Study3 10% Total /40 MarksThe Safe Deposit Box That Wasnt Amanda stood beh boards Division Management Case Study3 10% Total /40 Marks The Safe Deposit Box That Wasnt Amanda stood behind the scarecrow desk of the metropolitan, a 376- style upscale hotel, and tried to ignore the thoterflies in her stomach. It was slumpeous her second sidereal mean solar day on the job, and thither was so oftentimes to remember She glanced over at Ron, standing at the some different completion of the counter.It was comforting to suck in him working the shift with herhe had worked for the Metropolitan for ii years and had been a heroic help yesterday whenever she got fluste vehement or conf dod. Her first day was extremely busy because e verybody was checking in for the annual aluminum Siding Trade Show and Convention that started today. In a way, it was well-be readd that her first day was so busy, because she hadnt had time to be nervous. moreover tod ay, approximately of the hotels guests were off attending the show at the linguistic rule center over professional persontown and the Metropolitan was relatively quiet. Amanda gazed across the opulent h all(prenominal) at the commit of star menage ph one(a)s.A middle-aged woman in a tight, leopard-print jumpsuit was oral presentation angrily into one of the tele hollers, her free arm, festooned with specie and black bracelets, waving in the air as she pounded home her points to the unfortunate soul on the other end of the line. At this distance Amanda could faintly hear the clicking of the bracelets further could non make come on what the woman was saying. Finally the woman slammed the receiver down in its cradle and started looking franti chattery virtually the lobby. When her eyes clubtled on Amanda, the woman grabbed the gold vinyl suitcase at her feet and strode purposefully toward the front desk. Oh, please, thought Amanda, dont come over here, go talk to Ron e ntirely the woman stayed on course, and Amanda had plenty of time to take in the big hair, the heavy makeup, and the wounded, self- chasteneous expression before the woman stopped in front of her and utter Theres some intimacy wrong with your phones Maam? I outhouset get through and through to my economizes board. I kept dialing 326, just now I couldnt get through. Ron stepped in smoothly. Our house phones no longer connect directly to the guest elbow rooms. Yeah, yeah, thats what the operator verbalise. Thats not very convenient, you spang, the woman responded. We changed our system in order to provide more concealment and security for our guests, Ron continued. Did the operator reach your husband for you? No, she started explaining why dialing 326 wasnt working and I told her what I thought of her new system before I hung up on her. From her training, Amanda remembered that you were never to install callers through to guestrooms if they only asked to be present thr ough to a certain room sum up. You always had to ask whom the individual was work, so you could confirm that the person knew the guest and was not simply calling rooms at random.Thieves, for example, had been known to call room later on room until they found one that was empty, thence go ransack the room. Whats your husbands name? Amanda asked. We idler try to connect you here at the front desk. Virgil Jones, the woman responded. Amanda move to the computer and called up Virgils reservations record. Yes, a Virgil H. Jones was registered in Room 326. Mr. Jones checked in to Room 326 yesterdaylet me try and reach him for you. Amanda picked up the front desk telephone, dialed, and listened to the phone ring ten times. Sorry, theres no answer. Thats okay plainly prepare me a samara to the room then, ordered the woman. Immediately a red flag went up for Amanda. New as she was, she was well aware that secern out control was an extremely important issue at the Metropolitan. Im sorry, maam, but its against our constitution to give out keys to guests who are not registered. Mr. Jones is the only person registered for that room. scarce Im his married woman Look, the woman rummaged through her handbag and came up with her drivers license, heres my I. D. Im Sheila Jones.See? Thats me there. Im sorry, Ms. Jones, Amanda said. Had your husband told us you were coming, we would have noted it in the reservations record and thered be no problem. But were not allowed to let unregistered guests into rooms. She glanced at Ron. Thats right, Ms. Jones, Ron said. Wed do the same thing for you. Its actually against the law to admit an unregistered guest to a room. My husband doesnt know Im coming. I didnt think I would get off work, but my boss finally gave in. Sheila Jones put on an ingratiating smile. Cant you break the rules just this once?I really want to surprise Virgil. Im sorry, Amanda said, we really washbowlt. She looked at Ron again for support, and he nodded in agreement. Is your husband here for the big throng? Amanda asked. Sheila nodded sulkily. Then hes probably at the Grandthorpe right nowthats the big convention hotel downtown. Thats where the trade show is. Ill never find him there, Sheila fumed. Youre welcome to look well-nigh in our restaurant and lounge to make sure hes not palliate here. It would be a lot easier if youd just let me in the room, Sheila grumbled. Im fatigueit was a long drive. Amanda tried to give Sheila her best empathetic smile. Im sorry. Ill spot you whatif you mountaint find him, let us know and well put you in another(prenominal) guestroom temporarily so you can freshen up. I suppose thatll have to do, Sheila said wearily. Im not gonna twoer looking for him. Im tired, and if hes not in his room hes probably at the convention standardised you said. plainly give me a room. After Sheila collected a key to Room 287 and left in a huff, Ron congratulated Amanda for a job well done. You did t he right thing. Her I. D. excludes shes Sheila Jones, but it doesnt prove shes Virgils wife.She probably really is his wife, and ninety-nine times out of a century probably nothing liberal would happen if we let a wife or a husband or a brother or somebody into a room. But its not worth taking a chance on violating the privacy or compromising the fullty of our guests. Its that one time in a hundred that can lead to atrocious trouble. give thanksfully, Sheila did not make another appearance and the rest of the morning passed uneventfully. Just after Amanda re daily rounded to the front desk after lunch, a short, balding fellow in a shiny blue suit approached the desk and gave her a big smile. Hi, Im Virgil Jones, Room 326.Any messages or mail for me? No, Mr. Jones, but someone was asking about you. A Ms. Sheila Jones was here. She said she was your wife and wanted to wait for you in your room, but we had to winding her down. Virgil looked startled rather than pleased. Where is she now? We put her in another room so she could freshen up. Let me call her and let her know youre here. Amanda called Room 287 and in a few minutes Sheila appeared in the lobby. Hi, baby Virgil called out when he saw her, rushing up and giving her a ante up hug. Sheila looked at Amanda over Virgils shoulder and tried to pull away. Thats enough, honey. She extracted herself and approached the front desk. give thanks for the room, she said to Amanda. I feel so much better after my shower. Youre welcome. I forgot to bring my room key down with me. Can I return it later, or do you want it right away? Ill be moving over to Virgils room now. Just leave it in the room, thats fine, Amanda said. Do you need any help with moving your luggage? I can send a bellperson up. Virgil shook his head. We can handle it. Thanks. __________________ The next day Amanda experienced her first time alone(predicate) at the front desk.Ron had an aboriginal dental appointment and wouldnt be in until 1100. Even though the front desk manager assured Amanda that he would be available in case things got busy, Amanda crossed her fingers and hoped for an uneventful morning. It was just before nine oc tuck away when Sheila appeared in the lobby again, dressed slightly more conservatively in a tight purple jumpsuit. She smiled at Amanda and held up a safe cleave stroke key. Good morning. Id want to get into our safe desex turning point, please. Thank goodness I dont have to say no to her again, Amanda thought gratefully. Yes, Ms. Jones, right this way, please. Quickly, Amanda mentally reviewed her training in how to handle safe deposit package requests as she led Sheila into the small safe deposit box room just to the right of the front desk. One side wall contained the bank of safe deposit boxes the master key to all the boxes hung by a fibril secured to the wall. Pushed against the opposite wall was a narrow table with a charge box on it. Lets see, Amanda mused, Im su pposed to ask for identification, pull the waggle, get the cod sign-language(a), initial the cardokay, I can do this. Can I see some identification, please? Sheila groaned. Not this again, she grumbled.She opened her handbag and came up with her drivers license again. Thank you, Amanda said, and looked under the Js in the file box for the right card. There it was Box 116, signed out by Mr. Virgil H. Jones. Will you sign the card, please? And Ill initial your signature. Amanda gave Sheila the card and a pen and indicated the narrow table. Sheila signed the card and gave the pen to Amanda Amanda initialed the card and recorded the date and time. Thank you. Amanda put the card pricker in the file box. Now Ill put my key in the box and turn it. Amanda found Box 116 and turned the master key in the appropriate lock. And now your key. Sheila stepped forward and turned her key in the second lock. Amanda swung the box door open, pulled the long, narrow drawer from the box, and giv e the drawer to Sheila. Ill be right outsidejust let me know when youre finished. That wont be necessary, Sheila saidsomewhat grimly, Amanda thought. This will only take a second. Amanda turned her back discreetly while Sheila placed the drawer on the table. Amanda heard the metallic creak of the lid lifting, then a laconic intake of breath from Sheila, and then something like a sob. Amanda resisted the impulse to turn just about.Its none of our business, its rude, and it might get us into trouble, she remembered Ron telling her, so never watch guests get into their safe deposit boxes. Amanda was thinking of quietly going away the room when she heard the lid close and Sheila said, Okay, Im done, thank you. Amanda turned around and took the box from Sheila. The lighting in the room made it hard to tell, but Amanda thought Sheilas eyes were redder and puffier than before. Amanda returned the drawer to its box, swung the box door shut, and turned both keys in their locks. She let the master key hang by its compass and handed the guest key back to Sheila. Is there anything else I can do for you? No, thanks, Sheila sniffed with a sad smile. Youve done quite enough. __________________ The next day was Amandas day off. Ron was at the front desk with another guest service translator named Dennis when Virgil Jones approached just after 8 a. m. , looking puzzled. This is going to sound like a strange question, he said, buthave you seen my wife? No, sir, not this morning, Ron replied. I didnt hear her get up, and her suitcase is gone. Virgil rubbed his chin for a moment, then shrugged. Im sure shell turn up, he turned to go. Like a bad penny, he said under his breath as he walked away. nearly 20 minutes later, Virgil was back at the front desk, looking advantageously more anxious than before. I cant find my safe deposit box key, he said to Ron. Do you have a spare? I need to check on something right away. Ron shook his head. Im sorry, sir, but, for security reasons, we dont have spare keys to any of our boxes. What do we do now? Ive got to get into that box Well, you have two options, Ron said. One, we can call a locksmith. The firm we use is good about coming out right away.Theyre usually here between a half hour and an hour after we calland I believe the last time they came out for this they charged around $80. Whatever the charge is, we will add it to your room bill. Or, two, I can call our maintenance department and have one of the staff punch the lock for us. He can probably be up here in just a few minutes, but if you choose this option theres a $100 charge because well have to replace the lock. Call the maintenance guy, Virgil said grimly. Im not waiting no hour. Very well. Ron moved to the front desk phone and spoke a few words into it before returning to Virgil. Hell be up right away.Do you remember your safe deposit box number? Virgil was churning his fingers through his hair, a worried expression on his face. No, he s aid. Maybe 110, 218? I dont know. Well, we can look it up in our files. self-justification me for a moment. Dennis was busy with another guest, so Ron answered the front desk telephone. When Ron hung up, he smiled and waved to a young man just getting off one of the lobby elevators. Ah, heres Ted already. Ted was in a gray maintenance uniform and carrying a box of tools. Come with me, please, Ron said to Ted, and then, Mr. Jones, right this way. The three men entered the safe deposit box room.Ron opened the file box and turned to Virgil. Can I see some I. D. , please? Virgil pulled out a fat purse and gave Ron his drivers license. Thank you. Ron put the license on the table and flipped quickly to the Js in the file box. There was the card Box 116, signed out by Virgil H. Jones. Ron compared the signature on the license to the signature on the card, nodded, and gave the license back to Virgil. Ron noticed that Virgil had not gotten into the box since he had first opened it up, but that Sheila Jones had signed for it yesterday. Ron looked at the initials alongside the signature A. M. Amanda Muldinadoand shook his head. Rookies, he thought. It looks like you reserved box 116, Mr. Jones, Ron said. Sign here, please, and well get it open for you right away. Ron pushed the card over to Virgil before turning to put the master key in the master-key lock for box 116 and turning it. Virgil started to sign the card but stopped. I see my wifes signature here. She got into the box yesterday? Looks like it, Ron said. Behind them Ted set down his box of tools. After a couple of sharp blows, Ted said, wholly set. Ron pulled the long drawer out of box 116 and handed it to Virgil. Well leave you alone now, Mr.Jones, Ron said quickly, and motioned for Ted to exit. Ron was hardly back at the front desk before Virgil reappeared. Is everything all right, Mr. Jones? No, everything is not all right, Virgil said in measured tones. Somethings missing. Rons heart started to pound. Oh, no Whats missing? Can you describe it? There was a solid gold I. D. bracelet in there with the name Mitzy engraved on it, Virgil said grimly. Now its gone. Oh, no, Ron said again. And now my wife is gone, Virgil continued. I hope this hotel makes a lot of money, he said with quiet fury, because the Metropolitans going to pay for my divorce. discourse Questions Several issues are raised in this Case Study relating to rank discussion on Security, Innkeepers Act and the Privacy Act. why does Virgil Jones think that he might have grounds to compel the Metropolitan to pay for his divorce? Or, to put it another way, did Amanda, Ron, or any other hotel staff member make any serious mistakes in traffic with Virgil or Sheila? If so, what were those mistakes? Point out in your discussion the things the hotel staff did right in relation to guest security. Explain in