Direction: Supposing you were a general manager of a hospitality group, how would you handle the cases in the following table? Please write down your solutions to the cases, and try to clarify and illustrate your suggestions. Cases My Solution 1 A woman walked in our resaurant for lunch and realized that she had left her wallet in the taxi. 2 A couple came in to celebrate their anniversary with us. Before the dinner, the husband realized that the botle of champagne he had put in the freezer was likely to explode, and he wanted to go back home to deal with the bottle. 3 A couple drove 250 miles to eat at our restaurant. They had made a reservation in advance. When they arrived, however, they found that the resaurant was closed for a private party. The couple were frustrated and angry. 4 Before lunch on a sweltering summer day, the air compressor at our restaurant broke down. More than 100 people had reservations. The temperature was rising high as noon approached. 5 It was April, but the temperature was freakishly high. Again, we had a brownout in the restaurant. Our electrical system failed. What’s worse, the restaurant was completely booked. It meant we had taken some 500 reservations that we were now unable to honor. 6 The hostess of a party of six told her server that she didn’t care for her salmon and asked for something else. The manager on duty found that there was nothing wrong with the salmon and the lady had eaten more than half of it. 7 The chef of our restaurant felt strongly that he and his staff could never do a superior job of cooking for tables larger than a party of eight. It’s true that trying to cook for and coordinate the timing of too many large parties can be very challenging. one night, one of our most loyal customers, having made a reservation for eight, arrived with an unexpected ninth guest in tow. The chef absolutely refused to receive them. 8 In an article in Gourmet magazine, an unnamed maitre d’ of our restaurant was alleged to have accepted a $50 bribe (palmed in a hand-shake) from a walk-in guest who had just been told there was no tables available without a reservation. The guest was actually a reporter of the magazine.