BONUS CASE STUDY WITH SOLUTION
Persuasive Organizational Message Flowing Upward: An Apple a Day
During the recent economic downturn, Omni Hotels looked for ways to slice expenses. Omni operates 43 luxury hotels and resorts in leading business gateways and leisure destinations across North America. From exceptional golf and spa retreats to dynamic 
business settings, each Omni showcases the local flavor of the destination while featuring four-diamond services.
Omni Hotels ranks in the top three in "Highest in Guest Satisfaction Among Upscale Hotel Chains," according to J. D. Power. One signature amenity it has offered for years is a bowl of free apples in its lobbies. However, the practice of providing apples costs hundreds of thousands of dollars a year. Omni has to cut costs somewhere, and executives are debating whether to eliminate the apples as a way to save money with minimal impact on guests.
Omni Hotels prides itself on providing guests with superior service through "The Power Of One,"® a service program that provides training and authority to associates to make decisions that exceed the expectations of guests. The entire culture of the hotel provides a positive, supportive environment that rewards associates through the Omni Service Champions program.
As an Omni associate, you are disturbed that the hotel is considering giving up its free apples. You hope that executives will find other ways to cut expenses, such as purchasing food in smaller amounts or reducing the hours of its lobby cafes.
Your Task. In the true sense of "The Power of One," you decide to express your views to management. Write a persuasive message to Richard Johnson, (rjohnson@omni.com), Vice President, Operations, Omni Hotels, 420 Decker Drive, Irving, TX 75062. Should you write a letter or an e-mail? In a separate note to your instructor, explain what channel you chose and your rationale for the message.
Source: Yu, R. (2009, 13 March). Hotels take action to pare down food, restaurant expenses. USA Today, p. 3D.
Possible Solution
Current date
Mr. Richard Johnson
Vice President, Operations
Omni Hotels
420 Decker Drive
Irving, TX 75062
Dear Mr. Johnson:
As an Omni associate, I am grateful to be employed by a luxury chain known for high guest satisfaction rankings and its many amenities. I am also pleased to be trained in The Power of One, and I enjoy the encouragement it provides associates in offering their opinions regarding the hotel's mission and its four-diamond services.
I understand that Omni is considering giving up its practice of offering free apples in its lobbies. In my opinion, this is not the best way to cut costs. Yes, I know that hotels, like other businesses, are looking for ways to reduce expenses. However, cutting apples is a step in the wrong direction. In addition to looking wholesome and inviting, apples provide quick, healthful nourishment for tired travelers. Arriving guests often need a light bite to hold them over until they can reach the restaurant or until they can call room service. Guests passing through the lobby can always pick up an apple for a snack on the way to the pool or to a business appointment.
Surely our excellent managers can find other ways to cut costs that have less impact on guest perceptions and expectations. Some hotels are buying food in larger quantities, streamlining restaurant menus, or reducing the hours of operation for lobby cafes.
A bowl of Granny Smith or Red Delicious apples lifts the spirit and says, "Welcome!" Bowls of apples provide an immediate nonverbal greeting to guests and quickly put them in a good mood. Please do not remove our apple greetings.
Sincerely,
Your Name