Chapter 3.docx - Ch 3 The Structures of the Hotel Industry...

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Ch. 3 The Structures of the Hotel Industry Answer to An Incident in Hotel Management: This incident dealt with lost and found—a young man lost a modestly priced watch while staying at the property on a school-sanctioned trip. This common situation tests every hotel. It tests employee honesty, record- keeping and inventory control, procedures and policies, and follow-up. That is really what is at issue here: how well did the hotel follow-up with the guest related to the lost watch? The case leads the reader to wonder if the caller (the young man’s mother) was somehow out of line with her language and aggressive posture. But it may be exasperation from having to call the property three separate times. In an ideal situation, the lost watch would have been found by a housekeeping employee, logged into the housekeeping lost and found storage closet (with a copy to the front desk), and placed into a procedurally- identifiable location. Some hotels log by room number, date found, guest name, etc.
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