Chapter 1 – Case Study No. 1; A Big Fish in a Small Pond Flounders in the Great Lakes
Discussion Questions
1. How could the general manager at the Merrimack have made Jeff’s transition into his new job
easier?
Jeff was just thrown in there with no knowledge of the new procedures, systems, and the
new logs and books. He had absolutely no idea what he was getting into on his first day. I
feel that if GM could have at least shown Jeff the ropes and train him on the stuff Jeff isn’t
comfortable with yet. This was a big jump for Jeff and it would make it a ton smoother if he
at least knew how to handle the average days procedures.
2. What steps could Jeff have taken to make a smoother transition to the new job?
Jeff didn’t seem to prepare for his big jump, and it made him overwhelmed when he first
stepped into the new role. He walked in and shocked that there was 200 guests checking out,
he should have known right off the bat that it’s going to be like this everyday. I think that if
Jeff could have prepared or done some research before he started it would have helped him
out tremendously.
3. What advice might Jeff’s friend have to help him make this a successful career move?
Jeff needs to learn how to handle big crowds like this regularly, because if this overwhelms
you now it will only get worse if you don’t have the proper advice. Jeff’s friend should just
talk it out with Jeff until Jeff decides what he should and truly wants to do. However, I feel
that his friend needs to lay out all the pros and cons the job and even explain how hectic it
may get.
Chapter 1 – Case Study No. 2; Choosing the Right Person for the Job
Discussion Questions
1. What criteria should Christoff consider when selecting a manager to head up the interval
ownership business unit?
I personally would be looking for the best overall fit. Someone that know how to manage a
chain hotel, knows the timeshare business, knows how to properly manage staff, has a strong
and bright personality, and everything else. And then rank them on overall average of
everything they bring to the table. Christoff needs to than also rank the pros and cons of each
of those applicants overall worth.
2. Based on criteria developed in Discussion Question #1, what are the strengths and weaknesses
of each applicant?
Based on the little of each applicant I read and the criteria I would develop, I would have to
rank the three, from most qualified to least, as Micah Thompson, than Elena Ramirez, and
finally Earl Jackson. In my opinion, an employee that has been in the company is worth
more. What I mean is they already know what you expect and the standards and procedures
you follow, also you know exactly how this employee performs. With the other two, you
don’t know how they really work under pressure or anything, plus may and probably will take
longer to train and teach the business to. Elena would be over Earl, because she at least
knows somewhat what she is getting into, being in the condominium business.
3. Which applicant should Christoff hire/ Why?
I think he should hire Micah Thompson, because he has proven to the company that he has
worth and can perform. He has only done good things for the company, and why not give him
a chance to do big things for the company. Training for a new position is always necessary in
my opinion and is obviously expensive, Micah would be easier to train because he knows the
ins and out already, and just needs prepared for the growing business, and the timeshare
nature.
Chapter 3 – Case Studies: Making the Most of Moments of Truth #1—Gordon Sumner’s
Food for Thought, #2 Freddie Bulsara: Dancers, with Wolves, #3) Reg Dwight: A Night to
Remember
Discussion Questions
1. What steps could the staff at Gordon Sumner’s hotel have taken to improve their service?
That is ridiculous that they don’t serve any food or beverages between 9:45 and
11:15. I know that may be a down time to switch over for a different service, but I feel
like they can at least create a smaller menu for the down time or something. Also I feel
that the Hotel needs to have a better knowledge base so the front desk agent knows better
than to sit someone when they aren’t serving.
2. What factors were out of Freddie Bulsara’s control? How could he have prepared for
problems?
Nothing should have been out of his control, but the Wolves arriving early and the
new hire telling the guests it is okay to stay later with not getting it approved or telling
anyone. The manager should however be on top of things like this when there are huge
events and groups. He needed to double check everything out and make sure the
employees were better prepared.
