Professor. Jennifer Morgan
HRT 203 Hotel/Resort Operations
Focus: Crisis Management
Can you tell me a little bit about yourself? Prof. Morgan
Where have worked before? What is your experience?
Renninance Dowtnown chicago (Guest Crisis) Assist. Manager
The best western -Rancho Cucomunga ( employee crisis) GM
~How long have you been teaching? How long have you been teaching at Collins.
2nd year, Hrt 203
What got you into this field?
-After grad, that was her goal, She wanted to be gm by 30 years old. She was with stoffer hotels.
By the time she left she was in mariotte.
How long have you been in this field
How long have you been at that specific hotel?
Renn. was 3-4 years
Best western 6-7 years
What is your management style
Depends on the situation, but always took the time to get to know her staff on a personal level.
Tough but fair
Time and place to be social. Story.
What are the 3 most challenging experiences on site
Staff getting in her face about termination
Sales manager quit within the first hour of her starting there, assist. Gm quit as well, fire front desk
manager a few weeks later. ( best western) within hours of first day there.
When they sold property, moral dilemna about knowing that the staff were going to be laid off
-why do you this situation challenging
-what steps could have been taken to prevent the situation?
=Always had someone with her to terminate staff =, so it never happens again
=took her time hiring to make sure they were the right people for the job.
=do research on your companys to make sure it doesnt shut down on you. They taught her on how
to manage a hotel and deal with people from her prof position. Difficult for women, dont have
control over guests as a GM. You can leave, you are heavily relied on. Best western delt with more
empolyees than guests
-what did you learn from this experience?
- did a similar situation happen again?
What steps does she take to solve problems generically
What is most hard problem that you meet before
What is best way to manage followers between when you had started in this field, compared to
now? Is there a dramatic difference?
Out of all your exp which one was the most difficult
Length of time
Reaction- what did you learn about it
Crisis management recovery(regain respect as leader)
When you start a new managerial position, what managerial style do you use to introduce yourself
to new staff.
For this case study, we interviewed Professor Jennifer Mogan. She currently teaches HRT (___)
Hotel and Resort. She has past experience as assist. GM, GM, HR, and more within the lodging
industry. She has been in this industry for over 20 years.
She explained a situation with a hotel that she used to work for many years ago. She had applied
to best western Hotel in Rancho Cucamonga for a General Manager position. Her task was to take
the time to observe why the hotel was doing so poorly and to clean house and rebuild. Her first
day, the owners had come to introduce her to all of the staff and after not much time, the owners
had left her to get to know everyone on her own. She had taken the time to go around and
introduce herself to everyone. Only, when she got to her assistant GM’s office, they they had quit
immediately and walked out, out of frustration. She was in shock. Then she went to introduce
herself to her to front desk manager, and again, that person got upset, quit on the spot, and walked
out. She couldn’t believe this was happening within the first hour of her being there. Then, she had
approached her sales representative and introduced herself. Once again, they were very upset, quit
and left. She was starting to think it was the way she had introduced herself and couldn’t
understand why have of her managerial team had quit within an hour of her stepping in the door.
Later she found out that they had all interviewed for the GM position and did not get the job. As a
result they all walked out.
She then went to the task at hand and cleaned house from those that were getting the hotel poor
ratings. She managed to clear out all of those staff that were doing poorly and rebuilt the staffing
in the hotel throughout her time there. (6-7 years)
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