SAMPLE CASE STUDY—HOSPITALITY MANAGEMENT

FBLA HOSPITALITY MANAGEMENT

CASE STUDY

PARTICIPANT INSTRUCTIONS

1. You have 20 minutes to review the case.

2. Presentation time is seven minutes. At six minutes the timekeeper will stand and hold up a

colored card indicating one minute is left and at seven minutes the timekeeper will stand

and hold up a colored card indicating time is up.

3. Each team member will be given two note cards. Note cards will be collected following the

presentation.

4. All team members must participate in the presentation as well as answer the questions

posed by the judges. Cover all the points described in the case.

PERFORMANCE INDICATORS

• Outline a strategy for effective communication.

• Demonstrate a customer service attitude.

• Define the types of room rates in a hotel.

• Describe the latest trends and technologies affecting business travelers.

• Describe services offered by hotel personnel.

• Explain special considerations for international guests in the hospitality industry.

CASE STUDY SITUATION

Background Information

ABC Consulting is a large, international consulting firm based in New York City. The corporation

specializes in providing short and long-term consulting in the areas of corporate finance,

accounting, and management. ABC Consulting currently employs over 5,000 consultants who

work with and travel to companies in the United States, Canada, and Europe. These consultants

specialize in one area and can be assigned directly to a physical location for as little as one week

but upwards of a full year in many cases. The consultants can also work remotely, traveling

once or twice a month to the company's physical locations if deemed necessary.

Scenario

Your team is a specialized corporate sales group with a large family hotel chain tasked with

providing packaged program proposals to large corporations who need specialized pricing and

incentive programs in exchange for their business loyalty. In this scenario, your team will need

to come up with a specialized package program proposal for three types of groups. The first

group is a monthly traveler who will spend three to four nights per month at your hotel after

meeting with clients. The second is a short-term traveler who will be spending three to six

months on site with the client and needs accommodations. The third traveler option is long

term and spends over six months at the client’s location but still stays with your chain. The

proposal should include a simple breakdown of discounts, types of accommodations, and

specific incentives your chain will provide to the company and its consultants. The proposal will

be presented to the ABC Consulting board of director (judges) during their next scheduled

meeting.

Other Useful Information

• Most consultants will spend between 90 to 180 days away from home per year.

• Describe how your proposal will accommodate for ADA standards.

• Be able to interpret specific challenges sales and marketing departments face when

crafting worldwide sales and marketing programs.

Things to consider

You must address the following in your presentation:

• Explain the four basic functions of hospitality management: (Planning, organizing,

implementing, and controlling).

• Explain the product and service mix for various types of hospitality businesses.

• Exhibit ethical and legal social behaviors when using information and technology in the

hospitality industry and discuss the consequences of misuse.

2018 FBLA HOSPITALITY MANAGEMENT

CASE STUDY JUDGE’S INSTRUCTIONS

JUDGING THE PRESENTATION

1. Review the Judges’ Instructions and the Case Study Situation.

2. After the introductions, you should begin the meeting by welcoming the team members.

The team members will then begin their dialogue with the clients (judges).

3. This is an interactive problem, so treat the presentation as a conversation. Each of the

members of the team should respond to at least one question or issue. At six minutes the

timekeeper will stand and at seven minutes the timekeeper will stand and hold up a colored

card indicating time is up.

4. You will close the event by thanking the participants for their input and recommendations.

The participants will hand in their note cards before leaving.

5. Complete the rating sheet.

JUDGES’ INSTRUCTIONS

Background Information

ABC Consulting is a large, international consulting firm based in New York City. The corporation

specializes in providing short and long-term consulting in the areas of corporate finance,

accounting, and management. ABC Consulting currently employs over 5,000 consultants who

work with and travel to companies in the United States, Canada, and Europe. These consultants

specialize in one area and can be assigned directly to a physical location for as little as one week

but upwards of a full year in many cases. The consultants can also work remotely, traveling

once or twice a month to the company's physical locations if deemed necessary.

Scenario

The team (members) is a specialized corporate sales group with a large family hotel chain

tasked with providing packaged program proposals to large corporations who need specialized

pricing and incentive programs in exchange for their business loyalty. In this scenario, the team

will need to come up with a specialized package program proposal for three types of groups.

The first group is a monthly traveler who will spend three to four nights per month at your

hotel after meeting with clients. The second is a short-term traveler who will be spending three

to six months on site with the client and needs accommodations. The third traveler option is

long term and spends over six months at the client’s location but still stays with your chain. The

proposal should include a simple breakdown of discounts, types of accommodations, and

specific incentives your chain will provide to the company and its consultants. The proposal will

be presented to the ABC Consulting board of director (judges) during the next scheduled

meeting.

Other Useful Information

• Most consultants will spend between 90 to 180 days away from home per year.

• The team should describe how the proposal would accommodate for ADA standards.

• Members should be able to interpret specific challenges sales and marketing

departments face when crafting worldwide sales and marketing programs.

Things to consider

Members must address the following in the presentation:

• Explain the four basic functions of hospitality management (planning, organization,

implementing, and controlling).

• Explain the product and service mix for various types of hospitality businesses.

• Exhibit ethical and legal social behaviors when using information and technology in the

hospitality industry and discuss the consequences of misuse.

During the role-play performance, feel free to ask any of the following questions:

1. What do you believe set your proposal apart from the others

2. How will your team differentiate between traveling in the US and abroad?

3. How will your company handle our staff's contact and personal information during all

aspects of the process?

There is no right or wrong answer to the event. However, in a team event, the ability of the

team members to work together to come to a consensus, based on the facts provided (and

those that you care to add) should be the basis for the score. The individual or team should

present its suggestions with clarity and conviction.

Feel free to enhance the story as much as you want, but if you enhance it for one, make sure

you enhance it for all the groups.