Hotel Management Case: Typical Case Studies

Author: Timothy R. Cinkan [USA]
Publisher:
Publish Date: 2003-03-01
Features: I first had the idea of writing this book several years ago, when the need for real-world cases in the hotel management field arose in my classroom. My motivation for conducting case investigations was very simple—I had a strong need for cases, but none were readily available, so I had to investigate myself. With the help of my students and colleagues, I conducted over 100 surveys among hotel employees and customers over the past few years. My method was simple: each respondent shared an unpleasant experience they had encountered as a hotel customer or employee, along with how the hotel handled the situation. Interestingly, these respondents quickly began to recount their unpleasant experiences, and most could list several. Based on these specific examples, I selected 55 short cases and compiled this book for reference. Although the names of individuals or companies mentioned in the book have been changed and the content has been extensively edited, please remember one thing: every case is a real event that actually happened. Students will encounter various practical problems that need to be resolved as soon as they enter the workforce. Therefore, the cases in this book have been carefully selected and organized with the aim of making each case as representative and typical as possible, reflecting situations that students are more likely to encounter. Understanding and analyzing these cases will, I believe, help students better handle internal and external relationships after entering the workforce, specifically their relationships with internal employees and external customers.