Supply Chain note
Trang Vi, Jiayi Jiang. SCHM 2301- Section 1:35 TF
Case: A Comment on Management Attitude
1- Overview of key problems:
The case study describes an experience of Dinsmore’s friend coming to visit the Flagship hotel, where Dinsmore took over the manager position. This guest focused on analyzing how does the hotel look from the outside and how does the actual business run inside Flagship by the request of Dinsmore. The experience was a nightmare to the guest. All the employees made mistakes from the moment the guest walked in to the hotel and walk out, plus they showed the careless attitude and lack of career professional. More importantly, Dinsmore- the one who asked for the investigation seemed to ignore all the feedbacks and the horrible service quality that his hotel is providing. Dinsmore blamed the low income of Flagship only on the restaurants but reality is the opposite
2- Main events and activities: The guest drove to Flagship while it was raining hardly; he had to push through the rain to get in since the doorman did not offer him any umbrella. Then the doorman told him to leave the car there for 10mins and he would watch it for the guest. But later on, the car was towed by the police, because the doorman did not want to step out to the rain to stop the tow truck. The doorman even laughed about the accident that cost the guest $25 fine. Then the guest was completely ignored by the clerk who was busy chatting with the cashiers, the guest rang the front bells 3 times then he finally got to his room. But turn out his room was not made up and the hotel told him to wait until 3o’clock to get it done. Also, the elevator was broken when he was trying to get to Dinsmore’s room on the 3rd floor. They came to check out the restaurants where Dinsmore believed holding the root of the troubles at the hotel. They observed lots of the maids upstairs were waiting for the vacuum cleaners downstairs to finish up until they could start working, lots of them wanting to
Case: A Comment on Management Attitude
1- Overview of key problems:
The case study describes an experience of Dinsmore’s friend coming to visit the Flagship hotel, where Dinsmore took over the manager position. This guest focused on analyzing how does the hotel look from the outside and how does the actual business run inside Flagship by the request of Dinsmore. The experience was a nightmare to the guest. All the employees made mistakes from the moment the guest walked in to the hotel and walk out, plus they showed the careless attitude and lack of career professional. More importantly, Dinsmore- the one who asked for the investigation seemed to ignore all the feedbacks and the horrible service quality that his hotel is providing. Dinsmore blamed the low income of Flagship only on the restaurants but reality is the opposite
2- Main events and activities: The guest drove to Flagship while it was raining hardly; he had to push through the rain to get in since the doorman did not offer him any umbrella. Then the doorman told him to leave the car there for 10mins and he would watch it for the guest. But later on, the car was towed by the police, because the doorman did not want to step out to the rain to stop the tow truck. The doorman even laughed about the accident that cost the guest $25 fine. Then the guest was completely ignored by the clerk who was busy chatting with the cashiers, the guest rang the front bells 3 times then he finally got to his room. But turn out his room was not made up and the hotel told him to wait until 3o’clock to get it done. Also, the elevator was broken when he was trying to get to Dinsmore’s room on the 3rd floor. They came to check out the restaurants where Dinsmore believed holding the root of the troubles at the hotel. They observed lots of the maids upstairs were waiting for the vacuum cleaners downstairs to finish up until they could start working, lots of them wanting to