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SITXHRM003 Lead And Manage People

tag 0 Download 6 Pages / 1,354 Words tag 07-11-2020
  • Course Code: SITXHRM003
  • University: Victoria University

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  • Country: Australia



The Brougham Dining Room

You have just been appointed as a senior supervisor of a four star 400 bed city centre based hotel.
You have been appointed by the new general manager on your first day and find that you have worked with her in the past and had a very good working relationship with her. You also know she is an excellent manager and communicator. You also know that she respects you and your views.
Later that day she has called you to her office and explains the following situation she has found at the hotel:
She explains that she has only been in the job less than two weeks. Her initial reports are that you have a high turnover of first line employees with 75% staying less than a year. Although they are payed a little more (3%) in wages than the national average. Your employees work on average a 49 hr week due to a staff shortage. You also have a chronic sickness record amongst your front line employees.
The previous and other supervisors have a high technical skill rate, and consider themselves to be firm but fair in dealing with subordinates.
A recent report also shows that in a company survey (taken from frontline employees working at the hotel) they feel they are bullied and constantly undervalued by their supervisors and management. They also feel that they are not listened to, not given or included in changes and expected to do tasks with little, and in some case no supervision or training. But, often get blamed when things go wrong that they have not been told or consulted about. The survey also reported some employees don’t like the fact that they are treated and spoken to like children and are often spoken to harshly with no consideration or though given to them as individuals, “they feel they are just a number”.
The standards over the last three years in food and beverage department and in particular the banqueting department have fallen along with productivity and profits. Hence the previous supervisor has since resigned and left the company earlier this week.
In the report and customer survey your new general manager instigated, showed that 31% of customers would not return due to having to wait too long for service and felt the staff did not smile and felt rushed in ordering their meals and drinks. To make things worse a recent visit from the local newspapers food critic “slammed” the atmosphere in your restaurant, and service stating: “staff looked miserable, and did not want to be there “, and that he witnessed a supervisor/manager dressing down a young worker behind the bar for spilling several drinks not even considering that she (Abigale) had cut her hand (although not badly) in the accident.

Your general manager has asked you for your input on how to tackle the situation and stated that she will be willing to consider anything you may like to suggest. She has asked you to draw up a plan for your area to bring about a change and has stated she may consider rolling it out across the hotel. So, you are to look at the short and longer term strategies. But, first has asked you to draw up your thoughts, ideas and an initial plan for the next meeting to present to her and her new assistant general manager in three weeks time.
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