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Hotel Facilities and Hospitality Management

You have been retained as a facilities management consultant for Magic Mountain Resort Lodge and Spa located in the town of Estes Park. Recently the property experienced a kitchen mishap during which meat scraps were disposed of improperly. This action caused a wastewater back up into one of the resort's condo units located in an adjacent building and resulted in serious damage to the condo unit, as well as destruction of personal property belonging to guests who were staying in the condo. The resort owner does not want to accept responsibility for the flood, but the guests who were flooded out of their condo have asked for an explanation. Note: This same unit had been affected by a wastewater flood from the resort's spa two years earlier. What advice would you give the owner and what information would you provide the resort guests? Explain in detail.

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Hello. I provide the following to assist you.

To the owner of the resort, I would suggest that they have all of their sewage systems examined immediately to ensure that this problem does not continue to occur. Then, I would advise the owner to ensure that they try to do their very best to make each of the guests that were affected feel comfortable with continuing their stay at the resort and try to ensure that they come to the resort in the future.

The information that I would provide to the guests would be as follows:

Our ...

Solution Summary

This solution assists in advising management on what to do when there are problems at your facility and how to best handle customer solutions.

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