Page 398 - Business Principles and Management

Marketing Management

Series Event

The DECA series event consists of a written comprehensive exam
and a role-play that challenges students to develop solutions for business
scenarios. You will have 10 minutes to review the situation and develop a
professional approach to solving the problem. The judge has five minutes
to ask questions. You are not allowed to give any materials to the judge.
The manager of a busy hotel has hired you to develop a strategy to
improve the performance of weekend desk clerks. Your hotel is noted for
top-quality service. Full-time employees work at the hotel desk during
the week. Guests frequently compliment the hotel staff during the week
for their extra attention to detail.
For weekend shifts, the hotel hires part-time college students as desk
clerks. Hotel guests complain about slow service, no follow-up on guest
concerns, unprofessional attitude, and desk clerks working on school-
work instead of tending to the needs of guests.
Your assignment is to develop a training plan and incentives to raise
the level of weekend performance. You also have been asked to improve
the selection process for part-time weekend employees.

PERFORMANCE INDICATORS EVALUATED
• Explain the importance of professional development for all hotel
employees.
• Communicate a strategy to improve the performance of weekend
hotel desk clerks.
• Describe a training plan that raises the level of performance of
weekend employees.

• Describe a way to monitor the performance of weekend desk clerks.
• Explain the financial value of raising the performance bar for
weekend hotel desk clerks.
For more detailed information about performance indicators, go to
the DECA Web site.

THINK CRITICALLY
1. Why is consistent performance by both weekday and weekend desk
clerks important?
2. How can the full-time desk clerks help improve the performance of
weekend employees?
3. How could a customer survey card be used to monitor the perfor-
mance of hotel desk clerks?

http://www.deca.org/

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