I want short summary paragraph of Case 6-A The hospitality industry has been hit

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I want short summary paragraph of Case 6-A

The hospitality industry has been hit hard by the economic turmoil. Not only are families not going on vacation, many companies are curtailing business travel. Hotel occupancy rates were down over previous years and forecasted to continue their decline in coming years. Hotel managers recognized that to attract guests and keep them returning, they had to offer exceptional customer service. That's why so many are taking control actions to ensure that employees are working efficiently and effectively to provide that service. It's called the $10 test.^1 Managers at a Florida resort hotel felt that the instructional videos they used to train housekeepers on how to quickly and effectively clean guest rooms didn't seem to have a lasting impact. So they began doing surprise inspections evaluating room cleanliness based on the video information. A manager would choose a room that had just been cleaned, place 10 one-dollar bills on the bed, and then go through the room and look for areas not up to cleanliness standards. If, for instance, a hair was found on the bathroom counter or in the tub, the manager would pick up a dollar. Other cleaning "mistakes" also cost a dollar. After the inspection, any money left on the bed was given to the housekeeper as a bonus. At first, the housekeepers resented the "$10 tests" because there wasn't much left after the inspection. However, after doing the "tests" for a time, most of the housekeepers ended up with an extra $9 or $10 and actually started looking forward to the inspections. And managers got what they wanted...guest rooms cleaned to an a impeccable standard, an important cleanliness is a critical component in customer satisfaction. RESPONDING TO THE CASE Refer to the steps of the control process (Exhibit 6-1). Where in the process do the steps taken by the Florida rest hotel fall? As a supervisor, do you think the $10 test is a fair and appropriate method to measure the performance of the housekeeping staff? Why or why not? Describe which type(s) of control(s) is/are illustrated in this case. How do you know?^1R. A. Clark, M. D. Hartline, and K. C. Jones, "The Effects of Leadership Style on Hotel Employees' Commitment to Service Quality, " Cornell Hospitality Quarterly (May 2009), 209-231; C. Crowell, "Staff Management Is Key for Smaller Budgets, " Hotel & Motel Management, February 2009, 4+; G. Withiam, "Scripts Can Ensure Quality but Must Be Used Carefully, " Hotel & Motel Management, January 19, 2009, 20; B. De Lollis, "Most Hotels Likely to See Occupancy Rates Fall Next Year, " USA Today Online, November 11, 2005; G. Kranz, "Hospitality's Sharpened 2008; A. Dombey, "How To: Excel in Service Delivery, " Caterer & Hotelkeeper, Junce 12, 2008, 57;M. Nelson, "The Ten-Dollar Test Toward Customer Satisfaction, " Executine Housekeeping Today, May 2008, 5+; and H. Dolezalek, "we

Explanation / Answer

The case speaks about the importance of customer service in a business. Customer service is one of the building blocks of profitable business thus a lot of focus has been put on it in those industries where interactions with customers are direct and frequent. The author has given an example of hospitality industry which has been suffering from severe decline in customer due to economic turmoil. The demand is low and will keep on declining in near future. Thus industry believes that the only saving grace for them is to focus on customer service which can bring the repeated customers and also attract new customers. Company is focusing on control actions to ensure effectiveness and efficiency in their service. One such control action is to maintain cleanliness and company’ manger has devised 10 dollar test to ensure its effective implementation. The inspection of housekeeper’s work has been started by allocating $10 to employee at start of inspection and each dollar is deducted with every non-compliance. The remaining amount will be given to housekeeper as a bonus. In this way employees get motivated for the work as they may get extra earning and manger aim is also fulfilled of maintaining absolute cleanliness. Motivating employee toward a task is the best way to get the work done.

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