Assignment 1

Essay Section
Situation: Marketing and Sales Knows It All - but Didn’tTell Us
Mr. and Mrs. Schuler are hosting a private party for 200 people in the River Hall of the
Biltmore Best Western Hotel. On arriving at the hotel, they approach the front desk and
asked if Mr. Smith, the director of marketing and sales, is available. The desk clerk
checks the duty board and sees that Mr. Smith has left for the day. He responds, “Sorry,
he’s left for the day. What are you here for anyway?” The Schulers immediately feel
neglected and ask to see the manager on duty.
Mr. Carson, the assistant general manager, arrives on the scene and asks what he can do
for the Schulers.
Mr. Schuler has several concerns: Who will be in charge of their party? Will their
two favorite servers be serving cocktails, appetizers, and dinner?
Have the flowers that were flown in from Miami arrived? Mr. Carson says, “Gee,
you’ll have to speak with Andre, our banquet captain. He knows everything.”
When Andre arrives on the scene, he tells the Schulers that Mr. Smith left no
instructions about who will be serving the party, and he has not seen any tulips in the
walking.
Mrs. Schuler declares that this party will be a disaster. Mr. Schuler decides to proceed
with the party and take up the lack of professional service later.
Later has arrived: Mr. Schuler has complained to the general manager and CEO.
The GM and CEO of Biltmore Best Western Hotel - are both upset about the situation.
Mr. Schuler is a silent investor in the Biltmore. Even if Mr. Schuler was not a silent
investor, the treatment of any guest in such a shabby way spells disaster for future
convention and banquet sales.
Analysis Questions

1. Identify and discuss the communication breakdown in this case.

a. How vital were communication and empowerment in this case? Explain
why.
2. What would you do to solve the immediate problems if you were the assistant
general manager?
 3. List the opportunities for improving communications between the Front Office
and Marketing and Sales.
4. Generally speaking, What benefits can a well-trained front office person offer to
this situation?

Problem-Based Cases

Instructions: Below, you will find data on 4 different Hotel properties in Belize.
Use the provided data to calculate the (3) Sales indicators identified in class.

Question 1: Dream Valley Belize: All-inclusive Resort

The property has 29 rooms on-site. The following information represents
bookings for September 1st to September 7th, 2022. (10 points total)

The Cruz Family Booked 18 rooms for a group of 15 persons. The group will be
staying at the property for 4 nights, 5 days, from September 1st to 5th. Here is a
room breakdown.
➢ (6) King Studio with riverfront view yielded a room revenue of
$6,080.00 per day
➢ (6) Owner Suite with riverfront view yielded a room revenue of
$1,720.00 per day
➢ (6) Triple room with garden views yielded a room revenue of
$872.00 per day

The Bard Family also Booked 5 rooms. They will be staying at the property for 3
nights, and 4 days. They will be at the property from September 4th to the 7th.
➢ (5) Mombasa room with open floor patio yielded a room revenue of
$3,430.00 per day

Calculate the Occupancy Percentage for September 3rd and 4th

Calculate the Average Daily Rate for September 3rd and 4th
Calculate the RevPAR for September 3rd and 4th
Question 2: Los Porticos: Hotel/Resort Hotel
The property has 22 Rooms on-site. On September 20th, the property had 14
booked rooms, 3 were canceled. The property generated $5,599 in revenue.
Calculate the: OP, ADR, and REVPAR. (10 points total)

Question 3: Compare the success of the following Hotel properties for

October 12th - 14th, 2022. Use the data to Calculate the OP, ADR, and
RevPAR for each day at the properties (10 points total)

The Placencia Hotel: Hotel/ Resort Hotel

● 86 Rooms in inventory
● Sold October 12th = 35 rooms yielding $21,290
● Sold October 13th = 40 rooms yielding $28,899
● Sold October 14th = 28 rooms yielding $18,090

Grand Caribe Belize: Hotel/Resort Hotel

● 78 Rooms in inventory
● Sold October 12th = 55 rooms yielding $35,290
● Sold October 13th = 30 rooms yielding $21,290
● Sold October 14th = 25 rooms yielding $15,590