Case Study Assignment
Each case study will have a professional scenario along with two (2) questions that follow.  The questions that follow must be answered in a minimum of 100 words each.  In addition, each student will ask two additional questions that would stimulate future conversation.  The case studies shall be completed, on Blackboard, within the Discussion Board and then the corresponding forum.
Case Study #1
Attached Files:
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Case_Study_#1.docx (14.419 KB)
The Sacred Server
Missy is a server at the Downtown Athletic Club. She just celebrated her 36th year of employment at the
Downtown Athletic Club. The membership there adores Missy and it seems that every member who
makes a reservation on a Friday or Saturday requests her to be their server. In many cases, it is like Missy
is a family member. She has been at the Club for so long that generations of family members have
become close to Missy. Therefore, not only does she work a la carte service, she also works as a banquet
server for many wedding receptions throughout the year.
Missy is always on time and never misses a shift. She is a loyal employee and will go out of her way to
please any member, or guest, at any time. Recently, a guest of a member, who was in town for a
wedding, was involved in a car accident the day before the wedding. When learning of the accident,
Missy called her son (who works at a car dealership in town) who arranged the use of a car until a car
rental could be secured on Monday. Such acts prove Missy’s worth to the club (in the eyes of the
membership).
Unfortunately, not all of the service staff feel the same way about Missy as the membership. The kitchen
staff have become more and more frustrated with Missy as orders are put into the point of sale
incorrectly or not at all in some cases. One night the Executive Chef became so frustrated with Missy
that he threatened to not come in the next day if Missy was working. Luckily, the General Manager at
the time, calmed the Executive Chef down after the dinner shift and all was well for the next day. Fellow
servers are also becoming increasingly agitated when working with Missy. She is a bit slow on the point
of sale which often causes other servers to be delayed when looking to send orders to the kitchen. In
addition, Missy has to leave by 11 PM in order to catch the #7 bus that takes her home after each
shift. On very busy nights, this means that she does not participate in cleaning up after dinner or after a
wedding reception.
Tommy Day was recently hired as the Downtown Athletic Club’s General Manager. Tommy was
previously a General Manager at a golf club in Indianapolis and, most recently, a country club in
Huntington, West Virginia. It was while Tommy was at the club in Huntington, West Virginia that he was
able to convince the Professional Golfers of America to have their annual championship there. In fact,
later that year, he was named to the 40 under 40 top executive list by one publication in West Virginia. It
was difficult for Tommy to leave his position in West Virginia for the “big city”, but he felt like it was time
for him to seek further challenges. When hired, one board member was quoted that it was time for
someone to “do what no other has ever done in the General Manager’s role at the Downtown Athletic
Club.” The indication was to make sure the club was profitable so the club could expand and finally build
the new aquatic facility that had been planned for 20-plus years.
Tommy was only at the Downtown Athletic Club for two weeks when he began to hear rumblings about
Missy from the service team. Shortly thereafter, he began witnessing what others had been so vocal
about. The simple solution to Tommy would be to simply let Missy go, but the political life in a private
club is never simple. After some thought about the situation, Tommy decided to provide additional
training for Missy. If that plan does not work, Tommy currently does not have another solution. He is
hoping for the best knowing he wants to put his best foot forward as the new General Manager and gain
the respect of, not only the service staff, but the membership as well.
Questions:
1. Did Tommy make the right decision by not terminating Missy to alleviate problems among the
staff?
2. What should Tommy do if additional training for Missy does not work?

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