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.
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’.
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.
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.
Three days into the event you made the following observations
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.
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.
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.
However, there are some issues that need to be addressed by the authority of the International Hotel Group that are as follows:
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.
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.
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.
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.
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 |
Lunch and discussion about various cultures and their origin |
Day Three |
Discussion about various cultural music and other forms of art. |
Day Four |
The speech of political leaders |
Day Five |
The speech of two scholars |
Day Six |
Debate between students of local colleges about cultural diversity in workplace, schools and colleges |
Day Seven |
Carnival Night (cultural music, dance, food and drink) |
Team Roaster |
|||||||
Staff Member |
10.6.16 |
11.6.16 |
12.6.16 |
13.6.16 |
14.6.16 |
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 |
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
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
Date: 12.6.16
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:
Thus, from the previous discussion, it can noted that how to use manage the issues and challenges of an organization during emergency.
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