identify three service areas that specific to your chosen hospitality business and design a set of guidelines for operation that will provide high quality service and avoid problems such as those present at the calumett inn and other hotels

In order to thoroughly understand the case, complete the following resource activities:

Watch Calumet Inn http://www.fox.com/watch/318575171829/7684543488

Detail all of the issues in services at this hotel
What is the relationship between the management and the services team?
Who is to blame?
What can be done, if anything to save this hotel?

Watch Hotel Training

What managers need to know about Food Service

Watch Food and Beverage Service Training (Turkish Ministry of Culture and Tourism)
Watch Serve Food and Beverage to Customers
Watch Bring It On – The Ritz Hotel Waiters Part I and Watch II
Watch Afternoon Tea

What managers need to know about Front line staff

Watch Service De o: Great Front Desk customer
Frontline Service http://www.magazine.pamplin.vt.edu/spring11/frontlineservice.html
Listen to your front line staff https://hbr.org/2012/04/listen-to-your-frontline-emplo.html
The Frontline Controls the Bottom Line http://www.hospitalitymanagement.com/the-frontline-controls-the-bottom-line/
Watch Front Desk First Impressions – unprofessional
http://www.fastcodesign.com/1665464/your-frontline-employees-are-your-brand-how-do-you-hire-the-right-ones
Watch Top 10 Management Tips for Managers
Watch The Marriott Way: Empowering emlpoyees

Maintenance

Watch Preventive Guestroom Maintenance
Duties of Hotel Restaurant Maintenance http://work.chron.com/duties-hotel-restaurant-maintenance-person-23147.html
Investigate these hotels, Inns, and B&B, and Food service for issues with maintenance that have caused poor customer return and bookings.

i. Hotel Impossible Fiddlers Inn maintenance
ii. Hotel Impossible Southern Oaks Inn maintenance
iii. Hotel Impossible La Jolla Cove Suites maintenance
iv. Hotel Impossible Newport Inn maintenance
v. Hotel Impossible Corpus Christi Bayfront maintenance
vi. Hotel Impossible Highlights Forgotten Maintenance
vii. Hotel Impossible Vermont Inn maintenance, staff
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