Design & Development

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how should she respond

Liana is the Area Vice President of franchising for a quick-service restaurant company whose growth has been rapid. The company is considering purchasing a small chain of 15 units consisting of older buildings in excellent locations, which would be convertedto units owned and operated by her company.

What should she do if the President questions the need for compliance with ADA requirements for these new units?

What would you do if you were the restaurant owner?

Suppose you manage a restaurant in a downtown area of a city. No parking is available directly adjacent to your facility. For five years, your customers have had valet parking service provided by A-1 Parking, whose valet drivers gave customers a claim check for their cars and drove them to the A-1 garage. When customers finished dining,

the valet radioed the parking lot with the claim check number, an A-1 driver delivered
the car, and the customers paid a parking fee.

Assistant General Manager-Typical Job Responsibilities

developing and executing plans developed by the corporate owners, general manager, and
other members of the management staff. The relationship between the general manager
and the assistant general manager must be founded on trust, skill, and excellent com-
munications. The assistant general manager works with department directors to meet
their respective goals and objectives through efficient operations. Often he or she is the
liaison between management and operations. The more the assistant general manager is

Business level strategy

Business level strategy is defined as the approach
taken by an organization to compete in its chosen
markets. A business level strategy can be
competitive – battling against all competitors to
secure competitive advantage – and/or cooperative
advantage – working with one or more players
to gain advantage against other competitors.
Porter (1980) classified strategies into two generic
types aimed at a broad segment of market.
Low-cost leadership: Based on efficient cost production
that enables the company to charge a

What would you do if you were the owner?

Michele entered a restaurant’s lounge. She was stopped briefly by a security guard,
who inspected her photo ID as he had been trained to do during a one-hour orientation class he attended on the first day of work.

The photo ID she presented showed her age to be 21 years and 3 months. The
photo on the picture ID was clearly her own. She was not asked to remove the ID from her wallet. Michele entered the bar and, over three hours, consumed five drinks, each containing approximately 1.5 ounces of 80-proof alcohol.

The Ritz-Carlton 20 Basics

1. The Credo is the principal belief of our Company. It must be
known, owned, and energized by all.
2. Our Motto is “We Are Ladies and Gentlemen serving Ladies
and Gentlemen.”As service professionals, we treat our guests
and each other with respect and dignity.
3. The Three Steps of Service are the foundation of Ritz-Carlton
hospitality. These steps must be used in every interaction to
ensure satisfaction, retention, and loyalty.
4. The Employee Promise is the basis for our Ritz-Carlton work
environment. It will be honored by all employees.