Last month’s security report contained three items dealing with noise and heavy
ID: 353694 • Letter: L
Question
Last month’s security report contained three items dealing with noise and heavy traffic one
night in the Kit Carson suite. The following day, housekeeping reported a huge hole in the
wall between two of the bedrooms. It had not been there four days earlier, the last time the
suite was used. Other damage included a broken chair, a smashed vase, and a cracked mirror.
Engineering estimated $1,300 for repairs; that amount had been posted to the folio of the
18-year-old guest. She signed the folio as she checked out. It was posted to her father’s cityledger
account and billed at month’s end. He is president of a large local business.
The dad stops by the GM’s office after a business luncheon in the gourmet room. “Good
grief! $1,300? It’s only a hole in the wall.”
Questions
1. Was there a management failure here; if so, what?
2. What is the hotel’s immediate response (or action) to the incident?
3. What further, long-run action should management take, if any?
Explanation / Answer
1. When the gust reaches for paying for the damage he identifies that there is only one hole in the hall and feels that the recovery for the damage is too high. This situation can be considered as the management failure. The management should be aware about the potential damages which the guests can cause to the hotel rooms and premises. There should be systematic procedure followed when the management identifies such physical damages. Such procedures could have eliminated such situations. Hence it can be considered as the management failure.
2. When such physical damages happens to the hotel the management should immediately meet with the guests and should make him sign on the form mentioning the damages that the guest has made. In the form or notice it should be mentioned about the details of the damages and also an acknowledgement that he has caused damage. This notice can be considered as an evidence for the damages made and this can be intimated to the person concerned.
3. For the long run sustainability and for the effective management of the hotel the management can generate a code of conduct guests and can put it in the notice board. The code of conduct notifies the guest about the recovery if any physical damages caused to the hotel premises. The management can also exhibit the recovery procedures so that the guest can prevent causing a damages.
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