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Scenario: Tyne Frebern is the general manager of a 10-year-old hotel on Oahu, Hawaii. His hotel started with 500 rooms, but has since grown to be a 3,000-room hotel. The site has become a major convention venue since it combines history (Pearl Harbor is next door), as well as a fabulous view. Additionally, with the growth and proximity to Seattle and Silicon Valley, it has become the place to get away for executive retreats and conventions.

The general manager realizes there are problems with his organization, however. His hotel is currently organized based on Figure 1.4 in Chapter 1 of your textbook.

A hotel business guest arrives in the evening and wants his standard king room, but the hotel assigned him a single room. He then orders room service, and they arrive late with the wrong order. His shoes are not shined when left out, and when he goes to the gift shop they are out of aspirin.

What suggestions do you have for the general manager (GM) to turn this fiasco into a positive situation?