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.