Analytical Case Study: Marriot Fairfield Inn Memo
QUESTION
You are the Front Desk Manager for the Marriot Fairfield Inn: http://www.marriott.com/hotels/travel/tpacw-fairfield-inn-st-petersburg-clearwater/
Recently, there has been a problem with theft at the Front Desk. Items from purses are going missing as well as money from floats etc. Your General Manager has asked you to analyse the situation and come up with a solution to prevent this from happening in the future.
Write a memo report for the above situation. Keep in mind this report should be about 2-3 pages.
SAMPLE SOLUTION
This report is an analysis of the recent rising cases of theft at the Front Office Desk and provides proposed actions to tame the vice. It contains an analysis of the current situation and identifies possible loopholes that the perpetrators of this vice may be using to carry out the same. More importantly, it details actions to be taken to prevent reoccurrence of theft in future.
Situation Analysis
Three employees usually staff the front desk at any given shift. Generally, the three employees provide information to the guests and give directions to new visitors, both customers and business partners., One employee attends to the telephone to respond to callers, while the other two workers attend to guests arriving or leaving the establishment. A guest or employee who needs to leave his or her baggage at the desk can hand it over to any of the employees serving him. Besides, the guest enters his details on one register passed across the three employees. In addition, the design of the Front Desk allows the three staffers to sit behind a common desk on chairs adjacent to each other. There is no central place to keep safely keep the visitors’ luggage. Hotel property including float money is kept in the drawers accessible to all the staffers on duty. It is difficult to place any misdemeanor on one single employee.
It has also been observed that at peak hours, there is usually a reasonable queue of guests waiting for service. It is common to find that the guests are not lining up but surround the desk in a disorganized manner. During off-peak hours, other hotel employees have been spotted at the Front Desk whiling away their time. The presence of many people at the scene provides opportunity for thieves (employees or guests) to steal.
Sample Solutions
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