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Chapter 8. Solving Problems Through Trip... > CASE STUDY: Bruce Kennewick's Office

CASE STUDY: Bruce Kennewick's Office

The Brighton House ▪ 1530 Shore Boulevard ▪ Ozark Lake, Missouri

Bruce Kennewick had just gotten back from his task force assignment in Mexico. Brighton Hotels' head office had sent him to Puerto Vallarta to straighten out the Catering Department at its new hotel, Brighton Playa–Puerto Vallarta, that had opened at the beginning of November, the start of the winter tourist season. Although all the departments of the hotel had gone through the usual task force treatment before a new hotel opens, which involves having a team of experts in various areas of a hotel's business coming to the new property to establish procedures and to train personnel, the catering department had met with unusual reverses. Fifty percent of the personnel hired had quit or been fired, and the Director of Catering, a Mexican national, had quit suddenly to take a better job in Guadalajara with a competing hotel chain.


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