Design & Development

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What would you do if you were the restaurant owners?

Sayed was a customer at a restaurant when a severe thunderstorm occurred. It caused the ceiling of the men's rest room to leak. When Sayed entered the rest room, he slipped on wet tile resulting from the roof leak. He struck his head while falling and was severely injured.
 His attorney contacted the restaurant owners with a claim for damages. The owners maintained that the fall was not their responsibility, claiming they were not the ensurers of guest

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.

Hotel General Manager-Typical Job Responsibilities

Several years ago I invited a guest speaker to my class. This person was the general manager of a local inn in our community. He was very well prepared for the lecture and described the organization chart and staff he had developed. After he explained the work that goes on in the various departments and the responsibilities of the respective super- visors, a student asked, “What do you do as the general manager if all the work is being done by your staff?” This type of honest question has always made me terribly aware that the role of the general

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 communications. 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.

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.

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.

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.

An Entrepreneurial Success

Going from college to the White House is a ride that few restaurateurs/ caterers can imagine, but Kevin Tacy and Paul Murphy actually experienced it. In their resumes are such eye-widening items as: catered Down East clambake for the entire Congress on the White House lawn; catered clambakes at the elder President Bush's Kennebunkport home; and catered a clambake for a contingent of soldiers returning from the Gulf War and their welcoming families, friends and dignitaries — 4,600 people — at Westover Air Force Base.

Living The New Gold Standard of Ritz Carlton

The mission statements of highly effective companies honor the interests of clients and employees and the sustainability of the business.
 Mission statements and core values are often not understood or remembered in a functional way throughout an organization.
 Imitate, Improvise, and Innovate. But make sure to keep your eyes on the leader! The Ritz-Carlton sets the standard for luxury hospitality. Strive to be the benchmark for your industry.