Question
Background information
Australian Multicultural Foundation, Sydney (AMFS) is intending to celebrate the Harmony Week from 10-16 June 2016 as in the International Hotel Group. Around twenty international leaders from culturally diverse backgrounds, three prominent local community leaders, two scholars, two local politicians and a hundred local representatives are expected to participate along with the ten members of the organisation. The event will run for seven days and will conclude with international music, food, dance, a musical night/concert and carnival. The events will be held at the places around the hotel. The hotel has to provide the accommodation (for international leaders and the organisers only), lawns, conference hall, equipment, transport, and food/tea/meals, light & sound and miscellaneous. You as a programme manager will hold the responsibility of the success to this event. You will critically analyse the work operations which have place taken recently and will make amendments as and where required in accordance to the AMFS requests.
Part 1.
In this part you have to monitor efficiency, the service level, identify quality problems and issues for adjustments, consult with colleagues to improve service levels and new technologies, evaluate emerging industry trends, assess and respond to the opportunities to improve sustainability of day to day operations. You will use the information and data from the case study. Refer to the section ‘Analysis of feedback’.
Task 1
a. Participate in a meeting with the team (your assessor and classmates) to:
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- Provide feedback to the management and colleagues
- Discuss how workplace operations support overall organisation goals (refer to case study)
- Identify quality problems and issues to make appropriate adjustments to the systems that will improve the service levels for the upcoming event
- Identify the potential benefits from new technologies and innovation that could improve the service levels and quality for the upcoming event
- Identify and evaluate the industry trends that could improve the service levels for the upcoming event
- Assess the opportunities to improve sustainability of day-to-day operations
b. Prepare a two-page report detailing the outcomes from the meeting which includes outcomes from each point listed above
Part 2.
In this part you have to plan and organise the workflow which includes the assessment of current workloads, scheduling work, delegating work, assessing the work flow and progress against the set objectives, assisting team members and providing timely feedback.
Task 1
b. Prepare a workflow plan for the weeklong event with details of tasks/responsibilities delegated
c. Based on the workflow plan, prepare combined roster for staff members (see the sample)
d. To determine whether employees are meeting the work deadlines, make a plan to assist them with listing their work priorities and route the information to the right person to take action.
e. Write a letter to management to hire additional staff for the event.
Part 3
In this part you will demonstrate your learning, to monitor team and individual performance against agreed goals and objectives, proactively share information, knowledge and experience with the team members, challenge the ideas in a positive and collaborative way, and provide feedback, coaching and support to team members and complete and submit workplace records as required.
Task 1
Three days into the event you made the following observations
b. Coach (role-play) the supervisor on the identified performance issues and counsel him/her on the complaints and consequences if this problem continues. Provide feedback to reinforce excellence. Use File Note to record the
c. At the conclusion of the day 3 event, you decided to call for a team meeting to:
i. Provide update on the performance of the team and progress of the event
ii. Sharing information on positive and negative experiences from delegates about the facilities and resources
iii. Test the ideas to better create multicultural and inclusive work environment
iv. Prepare a meeting minutes with the outcomes of the meeting which includes outcomes from the above p0oints
Part 4
In this part, you will need to demonstrate your prior abilities and current learnings to identify and analyse workplace problems from an operational and customer service perspective, initiate action to resolve immediate problem, analyse problems for long term impact, assess and action potential solutions in consultation with relevant colleagues, encourage individual participation in problem solving and follow up action to monitor effectiveness of the solutions.
Task 1
Prepare a report on how you will imply suggestions and approvals you have received for recently held event, where there were some issues with staff and media delivery system; to make the current one with better experience. The report should reflect:
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- Problem identification and resolution
- Managing with the inadequate staffing
- Managing with the poor staff performance
- Managing with the discrepancies to deliver promised service to the customers
- Handling delays and time difficulties
- Procuring appropriate equipment and technology to satisfy customer needs
Answer
Part 1:
Task One:
Part A:
1. Feedback to the Management about efficiency level of the Service:
This is to notify to the management that as per the given feedback, maximum number of the consumers is satisfied with the service of the hotels. They have enjoyed the service and the stay in the hotel and they have confirmed to recommend the name to others as well, which is highly beneficial for the organizational growth. Due to high quality service the rate of losing consumers and visitors complaints are also very low. Thus, it can be understood that service quality of the organization is highly efficient.
2. Importance of Workplace Operation in Achieving Organizational Goal:
Workplace operations play major role in the organizational development and in achieving the organizational goal. As per the given case study, it can be noticed that as the internal operations of the organization are functioning properly, it has helped the organization to meet the satisfaction level of the consumers, which has helped the organization meet their target to achieve the leading position in the industry. Otherwise, it will not be possible for the organization to make its mark in the industry, which is harmful for the organizational goal.
3. Quality Problems that need to be addressed:
However, there are some issues that need to be addressed by the authority of the International Hotel Group that are as follows:
- The organization takes long time to respond to any booking, which is not suitable for an efficient organizational process, as clients will not wait for the response of the organization.
- The organizational authority often fails to implement and adopt modern techniques within the organization that may affect the organization in negative manner.
- Some policies of the organization need to be modified, such as- minimum 2 nights policy, restrictions in room accommodation and so on.
4. Benefits of Modern Technologies:
Modern technologies have made the life of people easier than earlier. Thus, International Hotel Group can also use modern techniques to provide better service to their consumers. They can respond instantly to the booking application of the consumers by using modern applications. Moreover, they can offer the opportunity to the consumers to choose their favorite room and spot in the hotel through modern technologies. It will be helpful for the organizational growth.
5. Industry Trend:
Hotel industry is growing high day by day by adopting modern techniques and increasing the efficiency level. Thus, in this scenario International Hotel Group also maintain its competitive advantage according to the market trend. They can associate with travel planning companies that take the responsibility of planning the entire holiday of their consumers. Partnership with these companies will help the organization to reach to its target market and convey their message to them.
6. Opportunities to improve Sustainability in Organization:
In order to maintain the sustainability in day to day operation and to build a good image in front of the client and society, the organizational management can reduce the carbon emission in their activity and they can increase the use of solar energy within the organization. It will improve the sustainability.
Part B:
After the meeting, it can be understood that although the organization is performing very well and the feedback of maximum consumer is positive about the service quality, there are some issues that can be harmful for the organizational growth. Thus, in order to overcome these issues, the organizational management must pay close attention to the recent market trend and adopt the modern technologies that will stimulate its organizational functions. Otherwise, the organizational authority will not be able to compete with the rival companies.
The organizational management must adopt innovative methods to offer their services to the consumers, it will increase their efficiency level, as now a days nobody wait for 48 hours for the response from the hotel. These issues must be considered by the management of International hotel group and resolve these issues before the event of AFMS.
Part 2:
Task One:
b) Work flow:
Days
|
Program
|
|
Day One
|
Inauguration of the program, the speech of the AMF’s secretary and introduction of all the leaders and their speech
|
|
Day Two
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Lunch and discussion about various cultures and their origin
|
|
Day Three
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Discussion about various cultural music and other forms of art.
|
|
Day Four
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The speech of political leaders
|
|
Day Five
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The speech of two scholars
|
|
Day Six
|
Debate between students of local colleges about cultural diversity in workplace, schools and colleges
|
|
Day Seven
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Carnival Night (cultural music, dance, food and drink)
|
c) Employee Roaster:
Team Roaster
|
Staff Member
|
10.6.16
|
11.6.16
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12.6.16
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13.6.16
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14.6.16
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15.6.16
|
16.6.16
|
|
Nick
|
Morning
|
Afternoon
|
Night
|
Off
|
Morning
|
Night
|
Afternoon
|
|
Jonas
|
Night
|
Off
|
Morning
|
Afternoon
|
Morning
|
Night
|
Afternoon
|
|
Adams
|
Afternoon
|
Morning
|
Afternoon
|
Night
|
Off
|
Morning
|
Night
|
|
Jack
|
Off
|
Morning
|
Night
|
Afternoon
|
Morning
|
Night
|
Afternoon
|
|
Jay
|
Morning
|
Night
|
Off
|
Morning
|
Afternoon
|
Night
|
Afternoon
|
|
Cherry
|
Night
|
Off
|
Morning
|
Afternoon
|
Night
|
Afternoon
|
Morning
|
|
Jeff
|
Afternoon
|
Night
|
Off
|
Morning
|
Afternoon
|
Morning
|
Night
|
d) List of Work Priority:
- Receive all the delegates from the entrance.
- Provide them the key of their room.
- Serve food and drinks to their rooms according to their preference.
- Receive them from the room and lead them towards the event hall.
- After the end of the program, offer food and drinks to them.
- Organize the seating arrangements in the event venue.
- Decoration and light of the hall.
- Look after the medical need of all the guests.
- Look after the safety of the guests.
- At the end of the event help the guest to check out from the hotel room.
e) Letter to the Management:
To
The Management
International Hotel Group
Sub- Request for Additional Staff
Sir,
This is to draw your kind attention that Australian Multicultural Foundation, Sydney is going to organize a cultural event in your hotel, which will be started from 10th June, 2016 and will last till 16th June, 2016. Twenty delegates from different cultural background and huge number of scholar and other respective people will be attending this event.
Thus, being a responsible executive, I want to request you to provide some additional staff during the previously mentioned period, so the event can be organized smoothly, because there is a lack of experienced staff that can extend their support during this event.
I will be grateful to you if you will consider my request and do the needful.
Thanking you Yours’ Faithfully
Rick Adams
Part Three:
Task One:
b) Staff File Note
Employee Name: Richard Jack
Designation: Supervisor
Date: 12.6.16
Mr. Jack, I have gathered some information about employee management of this organization recently. Then I have come to know about a fact that will not be appreciated by anyone and harmful for your career growth as well. Mr. Jack as you know the success of any organization is dependent on its team work and its employees. Thus, being a responsible team leader of the organization, I will expect you to respect your team members and encourage them for better performance, as their effective performance will influence your performance in a positive manner as well. Thus, please maintain a healthy environment within the workplace and respect each other.
Rick Adams
Programming Head
c) Meeting Minutes:
Meeting Venue: International Hotel Group
Date: 12.6.16
- Performance of Employees: The performance of the employees is very much efficient. We are grateful that every employee has put their best foot forward for us to make this event a successful one. However, there are some small issues that have been faced, like absenteeism of some employees and conflict between some employees due to cultural barrier and language gap. There is a need of training for new employees as well.
- Experience of the Delegates: Delegates are also overall happy and satisfied with the service quality of the organization. However, the employees must be aware that their conflict may not put any impact on their performance quality, as some delegates have claimed that they are not offered and served food at the right time.
- Ideas about Multicultural Organization: It is important for the every employee of the organization to know that being a multicultural organization, it is important for them to overcome the cultural barriers while working with others, as they need to work as a team for the organization. They must communicate more with their fellow workers and build a friendly bonding with them. It will put a positive impact on their as well as organizational performance. At the same time, they must appreciate the hard work of other team members to motivate them. It will bring peace and stability in the organization.
Part Four:
Task One:
Part A:
The recently help event has been proved as an eye opener for the International Hotel Group, as it has helped us to understand many loopholes of the organizational structure, which was earlier unidentified. Some key problems of the organization are: cultural barrier, communication gap, lack of experience among the fresher employees and so on. Some recommendations for the improvement of the organizational performance has been mentioned below. They are as follows:
Problem Identification and Resolutions: These issues must be addressed by the authority of the organization soon. Various fun games and discussion sessions will be organized, as through these processes employees will get to know each other properly and understand each other. Moreover, training sessions will be conducted for every employee of the organization to teach them modern techniques of the industry.
Managing with Inadequate Staff: In order to manage with inadequate staff, it is important to teach the staff members all the techniques to meet the satisfaction level of the consumers. Moreover, some bonus and incentives can be provided to the staff members for over-time and over-loaded work.
Managing Poor Staff Performance: In order to manage the poor performance of staff, training session can be the only solution. It is not possible to hire experienced employees over night. Thus, we must train the existing staff, so they can improve their performance.
Managing discrepancies in service: In this scenario, we can apologize to the client for the issue and assure them for better performance in future. Moreover, we must pay close attention to the performance of each staff to make sure that the services that are being provided to the employees are of high quality.
Handling Delays and Difficulties: For any kind of delay we need to apologies to the clients and we can provide them some extra facilities to resolve the issue.
Procuring Appropriate Equipments: At first it is important to understand the market trend and requirement of the clients while procuring equipments. Moreover, the organizational budget must be designed in such a manner, so heavy amount can be contributed in this section. It will be helpful for the organizational growth.
Thus, from the previous discussion, it can noted that how to use manage the issues and challenges of an organization during emergency.
