Question

1. What must Morgan take into consideration before final decisions are made to adjust check-in time and install a fully automated property management system?

2. How should Morgan proceed in resolving the communication issue?
3. Who needs to be involved in the final de-cisions? Why?
4. How might Morgan present the case to the corporate office?

Answer 1

1. Morgan must take into account the cost, time, and feasibility of adjusting check-in time and installing a fully automated property management system. It is also important to consider the customer’s needs and expectations so that a system is implemented that will best meet those needs.

2. Morgan should first speak with the employees and address their concerns about the issue. He should identify their specific needs and insights, allowing him to have a better understanding of the situation. Next, he should discuss the issue with the corporate office and provide solutions. This should be done in a manner that is respectful and professional, but also transparent and honest in order to ensure collaboration between the two parties.

3. The corporate office and the employees should be involved in making the final decisions. The corporate office will be able to provide insight into what might be the best course of action financially, while employees will be able to offer their perspectives on how the adjustments might affect their job functions and customer interactions.

4. Morgan should be honest and clear about the issue and the desired result. He should present the facts and evidence as to why the changes are necessary and explain how it will benefit both the corporate office and the employees. He should also explain the process and timeline of upgrades to ensure all parties are on the same page. Finally, he should showcase the effects the changes can have in improving customer service and increasing customer satisfaction.