Subject category:
Production and Operations Management
Published by:
Ivey Publishing
Version: 2004-11-05
Length: 11 pages
Data source: Field research
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Abstract
The general manager of a hotel is faced with a difficult situation. A long-time customer claims that the hotel''s sales manager has agreed to allow a music workshop at the hotel at an attractive price. However, the general manager can not locate any of the documentation to confirm this event and the sales manager is no longer with the hotel. The customer has asked that the hotel either honour the agreement or reimburse the $10,000 printing fee for marketing materials. The general manager must decide how to handle the situation.
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Abstract
The general manager of a hotel is faced with a difficult situation. A long-time customer claims that the hotel''s sales manager has agreed to allow a music workshop at the hotel at an attractive price. However, the general manager can not locate any of the documentation to confirm this event and the sales manager is no longer with the hotel. The customer has asked that the hotel either honour the agreement or reimburse the $10,000 printing fee for marketing materials. The general manager must decide how to handle the situation.