Case Study 1 Front Office - Ganzan Ruffa Fratch M.

University of Cebu-Main Campus
College of Hospitality Management

PRACTICUM with Conferences and Seminar
Case #1
FILIPINO BELLMAN INVOLVED THEFT ACCIDENT IN A FAMOUS HOTEL AND RESORT IN
MIDDLE EAST
Rationale of the Case:
A Filipino bellman worker got involved in a theft incident from a famous hotel and
resort in the Middle East. He was caught stealing pieces of jewelry from a guest’s luggage.
The footage was caught by the CCTV showing that the Filipino bellman opened the
luggage while the guest was away. The Filipino bellman didn’t urge to fight for his
innocence from stealing as all the evidence is prodded to him. He admitted that he was
only forced to steal those expensive pieces of jewelry from the guest’s luggage due to his
father’s health condition. He stated that he sold the pieces of jewelry that he stole to the
pawnshop and sent the money to his family living in the Philippines to help his father cure
his condition.
It is unfortunate that the copy of the footage from CCTV was uploaded online and
became viral instantly on different social platforms. Even though the hotel valued the
services of the Filipino bellman from being a reliable and trustworthy employee for more
than three years, the hotel and resort owner can’t tolerate the damages that he caused
to stain the reputation of major tourism on their place.
It is good that the person who claims that someone has committed an offense
didn’t press charges and didn’t send the Filipino bellman to jail but was only got fired and
send back to the country Philippines to save the company from further controversial
issues.
Case Study Report Outline
1. Description of the Status of the Case

a. Describe the current situation of the case
b. Describe the performance standards and measures (if any)
2. Assessment/Analysis of the Case
a. Describe the operational strength of the case
b. Describe the issues/problems/concerns within the case
3. Alternatives for improvement
a. Present alternatives to address the identified issues/problems/concerns
b. Assess the alternatives to determine the viable solutions
4. Recommended solutions/improvement
5. References:
It is recommended that you source business journals, textual references as
well as any online sources to support your answers on number 5. Make sure
to include it with facts and figures. You should use the APA format style for
the citations in this section.
Case Study Report
FILIPINO BELLMAN INVOLVED THEFT ACCIDENT IN A FAMOUS HOTEL AND
RESORT IN MIDDLE EAST
1. Description of the Status of the Case
A. Describe the current situation of the case
The situation of this case is that the bellman admitted his mistake and was
automatically fired from their job to not cause any more damages and issues to produce
gossips around the hotel or resort.
B. Describe the performance standards and measures (if any)
The performance of the hotel or resort that the manager was apparently right to
kick out the bellman because of his actions being made inside the hotel or resort. If, the
bellman stays longer in the hotel or resort, the more damage that he will cause because
of the reputation of the hotel and resort management.
2. Assessment/Analysis of the Case
A. Describe the operational strength of the case
It made the hotel firm's staff and employees concerned about the potential
consequences of any particular problem or issue to the company. The hotel's decision is
quite appropriate, so the problem should be solved instantly. As more than just an
outcome, it will have a substantial impact on the hotel's reputation and may lead in
future customers/guests is been dissatisfaction.
B. Describe the issues/problems/concerns within the case
The issue in the a for mentioned case is that the bellman is caught in the act of
stealing expensive jewelries from a hotel guest due to a lack of funds, as stated by
the bellman. Perhaps the bellman's salary is insufficient to support his family in the
Philippines, which is why he did it. We don't know if the bellman is dealing with
another issue on his own, which is why he does it as well.
3. Alternatives for improvement
A. Present alternatives to address the identified issues/problems/concerns
If I am a hotel or resort manager, I would like to be able to give advice or

recommend not to bring personal problems to work because it will have a big impact on
yourself and other employees because you can inflict huge damage. And maybe you
needed someone to talk to or vent your resentment to ease your feelings.
B. Assess the alternatives to determine the viable solutions
And I would take down the CCTV video so that it doesn't spread on various social
media and can't add to the management's thinking. And I want it to be hidden in private
so that it doesn't spread. At the same time, it is for the good of the bellman's reputation
that he will not be embarrassed in that way and so that such an issue will not spread
inside the hotel. So, it should be able to give immediate action and lessons from what
he or other employees did.
4. Recommended solutions/improvement
The company should be wise in accepting employees who are willing to give their
honesty and loyalty to a company. That it should not be possible to hold expensive
items or any belongings for a guest because it can inflict damage on the property and
damage the well-kept reputation of the company and other staff. And it is necessary to
tighten the company policy so that employees have freedom in everything and to open
their minds and ears to listen to the problems of other employees so that immediate
action and advice can be given.
5. References:
https://www.shrm.org/hr-today/news/hr-magazine/winter2020/pages/top-hr-
challenges-in-the-hospitality-industry.aspx
https://rensol.com/rensol-recruitment-theft-hospitality-case-
study/#:~:text=A%20Filipino%20bellman%20of%20a,as%20all%20evidences%20p
rodded%20him.

Case Study 1 Front Office - Ganzan Ruffa Fratch M.

Uploaded by

Copyright:

Available Formats

Case Study 1 Front Office - Ganzan Ruffa Fratch M.

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Case Study 1 Front Office - Ganzan Ruffa Fratch M.

Uploaded by

Copyright:

Available Formats

University of Cebu-Main Campus

College of Hospitality Management

to stain the reputation of major tourism on their place.

1. Description of the Status of the Case

1. Description of the Status of the Case

A. Describe the current situation of the case

B. Describe the performance standards and measures (if any)

2. Assessment/Analysis of the Case

A. Describe the operational strength of the case

B. Describe the issues/problems/concerns within the case

3. Alternatives for improvement

A. Present alternatives to address the identified issues/problems/concerns

If I am a hotel or resort manager, I would like to be able to give advice or

B. Assess the alternatives to determine the viable solutions

You might also like