Case Studies in Rooms Operations and Management

Teaching students in rooms management, and the associated front-office service, is difficult. Hotels are reluctant to permit students to train using real customers and real problems because initial impression of the hotel, and its ongoing reputation, are dependent on the performance of staff members in this vital area of first contact and primary service. In the absence of actual experience in rooms management and front-of-office service, this book of case studies offers students an alternative. The book is divided into three parts, and each case study can be followed through in a logical and coherent fashion. In Part I, the case study is presented and questions are posed. Having thought about the questions, the reader can then turn to Part II and read the authors' teaching notes on the questions posed. Part III presents a test case study of the same type (this time without teaching notes) to enable readers to assess their knowledge and skills in the topics under consideration.