Executive training exercises in non-performance and attrition charges in the hospitality industry

摘要

Purpose – The aim of the paper is to help graduate students in the area of hospitality management to understand and deal with non-performance charges and attrition issues. Design/methodology/approach – The paper uses case studies to illustrate the issues that must be resolved. Findings – There are many ways to look at issues – from the hotel's perspective, from the customer's viewpoint, and from an independent observer's position. Originality/value – This training exercise highlights the complicated issues surrounding non-performance charges and attrition issues, and suggests ways in which they can be fairly resolved to the mutual satisfaction of all parties to preserve goodwill all around.