1.

Seaside Hotel (SH)

SH is a large hotel located in a tourist area of country H. SH has 120 rooms and employs 42 workers during the peak (busiest) season which is from April to September. Table 2.1 shows employee data for SH’s peak season.

Table 2.1: Employee data for SH’s peak season

Type	Number	Main tasks
Manager	3	decision making supervising other employees
Cleaner	12	cleaning rooms, corridors and reception area to required standard maintaining a clean and safe working environment
Customer service	16	greeting guests upon arrival making sure guests are satisfied
Marketing	7	designing promotional materials promoting hotel to increase number of guests
Other	4	• various

SH makes half of the cleaners and customer service employees redundant at the end of the peak season.

To break even, the hotel must sell 72 rooms per night. The hotel offers good views of the sea and it is very busy in the peak season when the weather is hot. Table 2.2 shows SH’s sales of rooms.

Table 2.2: SH’s sales of rooms 2021–2022

Time period	Average percentage of rooms sold per night
April 2021 – September 2021	95%
October 2021 – March 2022	45%

SH does not have a restaurant. It has a joint venture with a restaurant close to the hotel where SH’s customers receive a discount on their food and drink. The hotel advertises the restaurant on social media and the restaurant advertises the hotel on its menu.

Tia is one of the managers of SH. She has an autocratic leadership style and is responsible for the cleaners and marketing employees.

The directors of SH aim to increase the value added to the service that SH provides.