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University of Cebu-Main Campus

College of Hospitality Management
PRACTICUM with Conferences and Seminars

Case #7
HOTELS AROUND THE U.S. STRUGGLING TO STAFF UP BEFORE SUMMER
CRUSH
Rationale of the Case:

Hotels around the U.S. are facing a labor crunch as they scramble to accommodate a surge of visitors as
more Americans start traveling thanks to the COVID-19 vaccine. Indeed, workers are returning more
slowly than guests, leading hotels to offer perks such as signing bonuses in an effort to boost hiring.

"It's been very busy — lots of guests are coming to enjoy this beautiful weather we've had to sit at the
pool, hike, golf and just relax," said Laurel Ely, a front desk agent at the Fairmont Scottsdale Princess, a
luxury resort in Scottsdale, Arizona.  

The hotel has been swamped with guests since February, when more Americans started to become
vaccinated against COVID-19. Many of the hotel's former workers never returned, however. Some left
the city or state, while others left the hospitality industry altogether after business plummeted in after
the coronavirus took hold in the spring of 2020.

Today, the Fairmont resort faces an unprecedented labor shortage, with 200 job openings across a
number of departments.

"I've never seen the need for staffing like this unmet as it has been," John Glynn, the resort's director of
public relations, told CBS News' Wendy Gillette.

The need for worker is so great that the hotel is offering $500 to new hires as well as to current
employees who refer successful applicants. 

Nearby hotels are facing similar challenges hiring workers. The upscale Phoenician Resort, also in
Scottsdale, has 50 job openings. 

"We have cards that we take with us, we can hand out if we meet someone, 'Hey are you interested in
joining the luxury collection and the Phoenician?'" Denise Seomin, director of public relations for the
hotel, told CBS News.

Such staffing shortages are occurring across the country, with hotel managers handling tasks that run
the gamut from clearing tables to overseeing finances. 

Ben McCarney, the general manager of the Marriott-owned Bohemian Hotel Savannah Riverfront in
Savannah, Georgia, said he's been working around the clock, citing the additional duties he's been
forced to take on. 

"I do love the industry, but we all get tired. I'm working — I had two days off last month — closing the
rooftop bar, multiple nights," he told CBS News. 

Joseph Marinelli, president of Visit Savannah, which markets the area to tourists, acknowledged the
various hats managers of these establishments are now wearing. 

"It might be cleaning rooms and scrubbing toilets and, you know, that's a challenge for people that are
also responsible for the bottom line and managing their business," he said.

https://www.cbsnews.com/news/hotels-nationwide-struggle-to-hire-enough-workers-for-
summer-labor-shortage/

Case Study Report Outline

1. Introduction and Rationale of the Case
2. Description of the Status of the Case
a. Describe the current situation of the case
b. Describe the performance standards and measures (if any)
3. Assessment/Analysis of the Case
a. Describe the operational strength of the case
b. Describe the issues/problems/concerns within the case
4. Alternatives for improvement
a. Present alternatives to address the identified issues/problems/concerns
b. Assess the alternatives to determine the viable solutions
5. Recommended solutions/improvement
6. References:
It is recommended that you source business journals, textral references as well as any online
sources to support your answers on number 5. Make sure to include it with facts and
figures. Please try to use your own words and ideas based on research rather than copy and
paste other’s words from the internet. You should use the APA format style for the citations
in this section.