BUKIDNON STATE UNIVERSITY

Malaybalay City, Bukidnon 8700

Tel (088) 813-5661 to 5663; Telefax (088) 813-2717, www.buksu.edu.ph

HPC2 - FUNDAMENTALS IN LODGING OPERATIONS

Pair Case Study

Names: Sheryl Claire S. Nano Section Code: B494

Jervy B. Restauro Schedule: T 1-5pm

Instructions:
Find a partner. Read and analyze the following cases and answer the questions that follow.
Print this document and place your answers at the back portion of each page. The output will be
graded according to the rubrics at the end of this document.

CASE 1
Case Background:
On June 15, 2022, a guest at the XYZ hotel in Miami, Florida, reported to the front desk that
valuable items were missing from their room. After an investigation, it was discovered that the
items were last seen by the housekeeper assigned to that room. The housekeeper, Maria
Rodriguez, was immediately questioned by the hotel management and admitted to stealing the
items.

Analysis:
The incident highlights a potential security lapse in the hotel's housekeeping operations.
Housekeepers have access to guests' rooms and their belongings, which requires a high level of
trust and integrity. It is essential for hotels to have clear policies and procedures in place to
prevent theft and protect guests' belongings. In this case, it appears that there was either a
failure to properly screen the housekeeper or a lack of oversight and monitoring of her actions.
Furthermore, it is important for hotels to have a robust incident reporting and investigation
process. In this case, the hotel management acted quickly to investigate the incident, identify the
culprit, and recover the stolen items. However, it is unclear whether they had a system in place
to prevent similar incidents from happening in the future.

Questions:
1. What is/are the main issues of the case?
-The main issue in this scenario is what the hotel management can do to prevent
future robberies.

2. How can hotels ensure the trust and integrity of their housekeeping staff?
-Every employee's background should be properly investigated for any criminal
convictions in order to win the hotel administration's confidence and integrity and
The rules and regulations are need to reminisce or examine and it should be
 BUKIDNON STATE UNIVERSITY
Malaybalay City, Bukidnon 8700
Tel (088) 813-5661 to 5663; Telefax (088) 813-2717, www.buksu.edu.ph
implemented as soon as possible so that the disobedience employees will experience
punishments.
3. What steps should hotels take to improve their incident reporting and investigation
process?
-Management should immediately take the necessary actions by documenting and
reporting the details. The management should review the CCTV footage and question
all hotel employees. To help raise awareness of potential dangers, all concerned and
impacted personnel in a company should be educated of threats, risks, and hazards.
4. How can hotels balance the need for guest privacy with the need for security in
housekeeping operations?
-Every guest room door should have a security camera installed to ensure the security
of the room and the privacy of the guests.
5. What are the potential legal and reputation risks for hotels that fail to prevent theft by
housekeeping staff?
-Effective surveillance and security specialists who act as deterrents and preventative
measures can help your hotel prevent theft. Also, consider updating your security
system. Modern technology will enable you to monitor your property in novel ways.
You can consult security specialists for guidance on the best placement of new
security cameras to achieve maximum visibility.

CASE 2
Case Background:
On July 2, 2022, a guest at the ABC hotel in New York City reported to the front desk that their
room had not been cleaned despite several requests. The hotel management investigated the
incident and found that the housekeeping supervisor, John Smith, had failed to assign a
housekeeper to the guest's room due to an oversight.

Analysis:
The incident highlights the importance of effective communication and coordination in
housekeeping operations. Housekeeping supervisors are responsible for managing the
workload of their team members and ensuring that all guest rooms are cleaned in a timely and
efficient manner. In this case, the supervisor's oversight led to a breakdown in the housekeeping
process and resulted in a negative guest experience.
To prevent similar incidents from happening in the future, hotels should have clear policies and
procedures in place for housekeeping supervisors. This includes providing them with training
on effective communication and workload management, as well as implementing systems to
track room assignments and cleaning progress. Regular check-ins and performance evaluations
can also help identify areas for improvement and prevent oversights.
Furthermore, hotels should have a system in place to address guest complaints and ensure
prompt resolution. In this case, the hotel management acted quickly to investigate the incident
and address the guest's concerns. However, it is important for hotels to have a formal complaint
resolution process that includes follow-up with the guest to ensure their satisfaction.
 BUKIDNON STATE UNIVERSITY
Malaybalay City, Bukidnon 8700
Tel (088) 813-5661 to 5663; Telefax (088) 813-2717, www.buksu.edu.ph

Questions:
1. What is/are the main issues of the case?
-The main issue in this scenario is a lack of communication between housekeeping
chores.
2. How can hotels ensure effective communication and coordination among housekeeping
staff?
-Adequate training may foster effective communication in hotels. Before being hired,
every hotel employee should receive adequate training, particularly in how to
communicate with management, other staff, and clients.
3. What policies and procedures should hotels have in place to prevent oversights by
housekeeping supervisors?
-The hotel should make certain that all customer requests are met, and all personnel
should be taught to follow the manager's instructions.
4. How can hotels measure the performance of their housekeeping staff and identify areas
for improvement?
-Through customer feedback, management will learn what is missing and how poorly
the workforce is performing. As a result, managers will have a better understanding
of how to improve hotel services.
5. What steps should hotels take to address guest complaints and ensure prompt
resolution?
-Inform your personnel of the most common guest complaints, and take proactive
steps to address potential issues before they arise. Learn about common hotel
mistakes and how to avoid them, as well as how to identify and manage common
client concerns
 BUKIDNON STATE UNIVERSITY
Malaybalay City, Bukidnon 8700
Tel (088) 813-5661 to 5663; Telefax (088) 813-2717, www.buksu.edu.ph

Pair Case Study Rubrics

10 points 7 points 5 point Score

Identification of the Identifies & Identifies and Identifies and
main issue/ problems understands all of understands understands few
the main issues in some of the of the issues in
the case study. issues in the case case study.
study.
Analysis of the issue Insightful and Superficial Incomplete
thorough analysis of analysis of some analysis of the
all the issues. of the issues in issues
the case
Answers to the case Excellent answers Limited, and Incomplete
questions with clear somewhat clear answers with
explanations of the answers with unclear
issues clear explanations of
explanations of the issues
the issues
Comments on effective Well documented, Superficial Little or no action
solutions/strategies (the reasoned and and/or suggested,
solution may be in the pedagogically inappropriate and/or
case already or appropriate solutions to some inappropriate
proposed by you) comments on of the issues in solutions to all of
solutions, or the case study the issues in the
proposals for case study
solutions, to all
issues in the case
study.

Comments/Suggestions:
_____________________________________________________________________________________
_____________________________________________________________________________________
____________________

Evaluated by:

JHON MICHAEL G. JAMIS Date: ____________________

Instructor, HMD