Teaching note for product 9B20C055.

Eagles Nest Association of Waterdown was a not-for-profit organization in Waterdown, Ontario. It had two active programs: the HOPE Centre (Home of Practical Education) and Rescued & Restored (R&R), a thrift shop that provided up to 40 per cent of the organization’s revenue. Changes in the retail environment caused by the COVID-19 pandemic and increased turnover of volunteers at the store have forced the volunteer coordinator to evaluate the .....more

Teaching note for product 9B20A075.

Teaching note for product 9B19C015.

In July 2018, the general manager of the Banff Aspen Lodge in Alberta, Canada, needed to fill two vacancies at the Front Desk. He faced several challenges because of a tight labour market and the never-ending cycle of staff turnover in the hospitality sector, especially in a resort town. Although the general manager was confident that the hotel had many good human resource management practices, he wondered whether he could apply a more systematic .....more

In June 2013, the general manager of the Banff Aspen Lodge in Alberta, Canada, had to decide how to use the space previously vacated by a gift shop that had been housed in the lobby of the hotel. With high occupancy rates and no immediate pressure to add significantly to the hotel’s bottom line, the general manager had the luxury of testing new services that could help deliver on the hotel’s mission to provide every guest with an exceptional experience. .....more