Hospitality management department operation report writing
- Subject Code :
BUS102
- University :
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- Country :
Australia
Context:
A manager’s job is varied and complex. Managers need certain skills to perform the duties and activities associated with being a manager. By the use of a case study, students are given the opportunity to apply their knowledge on how to operate the department more efficiently and demonstrate learning of current hospitality management practices.
Case study
Lindsay has just been promoted to Supervisor of her department. She has had several years’ experience and whilst she is not the most senior member of staff she is certainly the most adept in her job. It was this level of technical expertise that earned her the promotion. The team operated previously without a supervisor, reporting directly to the departmental manager. Lindsay, however, decides to take her promotion very seriously and wastes no time in making sure all 15 of her co-workers are aware she is their supervisor now even though the performance of the team was highly regarded by senior management. Lindsay feels that there is always room for improvement and spends a great deal of her personal time rewriting the procedures manual and setting up formal incentive and appraisal programs.
She introduces all the new systems and programs and closely watches the staff, frequently making threats to ensure they do as they have been directed. She has a ‘do as I say’ approach and focuses on the task and doesn’t really give her staff any support or direction. She relies on control and power to get the staff to perform. Six months on and the department are failing. Senior management is receiving more guest complaints than ever before. The staff have adopted a 9 to 5 approach to their jobs, absenteeism has risen and resignations from two long-standing staff members have been tendered.
Questions:
- Describe the three managerial skills and explain which managerial skill that Lindsay needed to improve the most and why? Provide examples from the case study to support your answer.
- Analyse and explain why this team is not working effectively?
- How would you describe Lindsay’s management “style” and discuss which management styles would be the most suitable for this case study?
- Discuss how Lindsay can improve her team and create a positive work environment. Suggest strategies using your knowledge of at least two motivational practices to explain your answer.
