End of Chapter Questions
Chapter 3: Effective Interdepartmental Communications
+ Full employee’s involvement in the TQM process and their commitment to its goals.
+ The entire workforce acquire new knowledge, skills and abilities.
+ Training and education based on total quality are well-planned and provided.
+ Adding value to processes, increasing quality level, increasing productivity per employee.
+ Increase employee relations and satisfaction.
Case Study
Case Study 201
Ana Chavarria, the front office manager at The Times Hotel, reflects on her initial months filled with stress due to constant demands from personnel manager Milo Diaz regarding schedule postings and payroll authorizations Executive housekeeper Thomas Brown, while friendly outside of work, often pressured front desk clerks about guest check-in and checkout issues Communication challenges arose with executive engineer Yoon-Whan Li, highlighted by a misunderstanding involving a stuck elevator Food and beverage manager Eric Jones criticized Ana's clerks for the lack of dining room patrons, questioning their promotion of free dining coupons Additionally, marketing and sales director Lorraine DeSantes expressed frustration over clerks misplacing messages and misdirecting guests to nearby restaurants.
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Ana acknowledges her and her staff's shortcomings, particularly regarding the timely posting of schedules, as employees frequently request last-minute days off She often delays payroll forms to assist guests during check-in and check-out, which contributes to operational inefficiencies Despite major errors by front desk clerks in checking guests into unprepared rooms, Ana attributes these mistakes to the computer system rather than staff oversight Additionally, a recent elevator issue occurred due to a lack of training for a new clerk on emergency protocols While Ana encourages her team to distribute food and beverage coupons, their lack of enthusiasm remains a challenge Furthermore, messages for Lorraine DeSantes are consistently delivered to Ana, as Lorraine neglects to check her mailbox.
Margaret Chu, the general manager of The Times Hotel, called Ana into her office to discuss her upcoming six-month probation review as front office manager Despite Ana's anxiety over reported errors by her colleagues, Margaret's approach was notably different from previous managers She encouraged Ana to prepare a list of strategies for improvement in key areas, fostering a constructive dialogue about her progress.
Ms Chu has asked you to assist Ana in developing strategies to use for improving her ability in the art of supervising employees What would you suggest?
Ana Chavarria, the Front Office Manager, oversees the front desk staff but has faced significant challenges during her brief tenure at the hotel Her experience has been marked by stress and dissatisfaction, as highlighted in the case scenario, where she has been criticized by colleagues for her shortcomings.
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Ana Chavarria, the Hotel's Front Desk Manager, has faced criticism over the years but has persevered in her role To help her improve and excel, I suggest a strategy focused on stress management and professional development First, it’s essential for Ana to take a moment to calm down, as stress can hinder clear thinking Once she’s composed, she should concentrate on enhancing employee motivation, personnel training, effective scheduling, communication, and empowerment Additionally, implementing time management strategies will benefit her in all aspects of her work As her assistant, I respect Ana and every department within the hotel, and I am committed to supporting her growth through this strategic approach.
A well-defined communication strategy is essential for resolving misunderstandings at the hotel By prioritizing and organizing tasks, staff can enhance their interactions with both colleagues and guests Effective communication fosters a respectful environment, where mutual respect among team members leads to improved collaboration and service quality.
Employee motivation is crucial for workplace productivity, as seen in Ana's case, where her lack of motivation stems from negative feedback from colleagues To foster a positive environment, employees should collaborate and support one another rather than apply pressure This approach not only helps individuals like Ana shift their mindset and enhance their performance but also promotes a healthier workplace culture Additionally, managers play a vital role in motivating their teams by uplifting their spirits and encouraging productivity Without managerial support, it becomes challenging for employees to thrive and contribute effectively.
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Negative work environments can lead to employee unease and lack of motivation If front desk clerks are underperforming, implementing corrective measures can help guide them towards better performance, serving as a lesson rather than punishment.
Effective personnel training is crucial for ensuring that all employees understand their responsibilities within their respective departments In the case discussed, employees improperly blamed the front desk for their difficulties, failing to recognize that each individual must take ownership of their own tasks To foster a more accountable work environment, management should provide comprehensive training that empowers employees to address challenges independently before seeking assistance from others It is essential to cultivate a culture where employees are aware of their strengths and can showcase their abilities, ultimately enhancing productivity across all hotel departments By prioritizing proper training and accountability, organizations can minimize misunderstandings and improve overall operational efficiency.
Effective employee scheduling is crucial for maintaining efficiency and minimizing conflicts To avoid last-minute requests for days off that delay the posting of the schedule, employees should notify the front desk in advance about any planned absences This proactive approach ensures that the final schedule is released on time and reduces the likelihood of overlapping days off among staff A consistent work schedule allows employees to focus on their tasks without the stress of unexpected changes, ultimately enhancing productivity and time management.
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To be an effective manager, it's essential to log in to your management platform regularly The title of a manager is bestowed upon you due to the trust placed in your abilities to handle responsibilities Embracing this role means not only managing tasks but also being a strong leader within your department.
Empowering employees is essential for their development, especially for those new to their roles With managerial guidance, employees can make independent decisions, which enhances their motivation and overall performance For instance, when faced with a customer complaint, Ana Chavarria can effectively address the issue on her own, knowing she has the authority to act in the best interest of the guests This empowerment, coupled with strong managerial support and leadership, enables employees to thrive and navigate the challenges of their industry.
As a manager, it is essential to effectively manage your numerous responsibilities by honing your decision-making skills Strive to make informed choices that reflect both intelligence and passion, ensuring you lead with your heart while leveraging your intellect.
Case Study 301
On Thursday morning at The Times Hotel, the reservations manager has printed the day's reservation list as the front office staff prepares 252 packets for guests preregistered for the Pet Owners of the Americas Conference This hotel serves as the headquarters for cat owners, while The Sebastian Hotel, just two blocks away, hosts dog owners Participants are expected to begin arriving at noon.
The Times Hotel was fully booked on Wednesday night, accommodating a planning group of 179 rooms for the Biology Researchers Conference The group convened for a meeting in the early hours of Thursday morning, leading several guests to place do not disturb signs on their doors.
Yoon-Whan Li, the executive engineer, has identified an issue with the air-conditioning system on the fifth and sixth floors, which is cycling on and off After investigating, he estimates that the necessary repairs will take approximately 12 hours He attempts to report the problem to the front office, but the desk clerks are occupied and unable to take his call In the meantime, another repair request is received.
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Whan is off again The air-conditioning situation is never reported to the front office.
The chef is diligently preparing vendor orders and planning food production worksheets for the Pet Owners of the Americas event He has requested a call back from a supplier to confirm details for tonight's banquet, which includes a special Swiss chocolate ice cream cake roll Additionally, the sales office has ordered two ice sculptures, one representing a cat and the other a dog The banquet manager and his team will arrive three hours early to set up furniture and tabletops, while the servers are scheduled to arrive one hour before the event begins.
At 11:00 am, a group of conference attendees arrives for registration, accompanied by their cats, seeking information on pet accommodations However, the front desk clerk is unaware of any arrangements for the animals and contacts the sales department for guidance The sales team clarifies that the conference organizer had instructed participants to leave their pets at home, emphasizing that the event is strictly a business seminar and not a pet show.
The housekeeping staff is currently unable to access guest rooms due to the noon checkout time Additionally, attendance at the Biology Researchers Conference has been affected by a late planning meeting, and two room attendants did not report to work today.
At 1:30 pm, the lobby is chaotic with pet owners and their animals waiting to enter the rooms, as the air-conditioning is malfunctioning, creating an unbearable atmosphere filled with noise and unpleasant odors Housekeeping has informed that it will take an additional two hours before the first 75 rooms are available.
The switchboard has been inundated with calls from Pet Owners, while the chef eagerly awaits a call from his supplier about the Swiss chocolate ice cream cake roll When he finally reaches out, he discovers that the supplier has been trying to contact him to inform him that the product is out of stock, but no one answered at the front desk Frustrated, the chef storms out of the kitchen to confront the switchboard operator, leading to a heated exchange Meanwhile, the front office manager, overwhelmed with kitty litter, reacts similarly Just when tensions peak, a group of ten Pet Owners of the Americas arrives, adding to the chaos.
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Already Premium? Log in in the lobby with guaranteed reservations The hotel is completely booked, and these additional reservations represent an overbooked situation.
The reservationist neglected to inquire about the guests' pet ownership, resulting in a chaotic lobby filled with barking dogs and hissing cats This situation has led to a noisy environment, with guests expressing their frustration over the commotion caused by the unexpected mix of animals.
The banquet manager and his team have completed the room setup for the event When one crew member activates the air-conditioning, it emits a loud noise and releases blue smoke, which he assumes is temporary and fails to report Subsequently, the banquet manager directs the setup crew to place the ice sculptures from the freezer in front of the podium and head table, as the banquet servers are expected to arrive within the hour to begin preparations.
As a front office manager, addressing immediate issues requires swift action and clear communication Once the situation stabilizes, a thorough analysis of the events is essential to identify root causes and prevent recurrence Opportunities for enhancing communication between the front office and other departments include implementing regular interdepartmental meetings, utilizing collaborative software for real-time updates, and establishing a feedback loop to ensure all teams are aligned and informed.
If I was the front office manager, I would try my best to have the service run smoothly and keep the guests happy Everything that could go wrong, did on a Thursday at The Times Hotel I listed the problems into three categories to keep structure in how I would manage each problem, but that is not in the perfect order The hotel had to deal with problems in the kitchen, with pets, and with housekeeping As a front office manager I would deal with the problems in the order that they come.
The Times Hotel serves as the headquarters for cat owners, and guests arriving early should wait outside until the leaders of Pet Owners of America arrive to guide them As the rooms are still being cleaned, this allows extra time for preparation Guests should be informed that the latest check-in time is 2:00 PM If they inquire further, recommending a local pet store can help them pass the time.
As attendees of the Pet Owners of America Conference check in, I would like to remind them that The Sebastian Hotel is the recommended accommodation for dog owners, offering a discounted rate for future stays For those who choose not to stay there, I will clarify that the hotel made an error regarding their reservation.
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If you're a Premium member, log in to access your booked rooms I would address the reservation issue with the confirming employee and monitor their performance moving forward To combat pet odors affecting the lobby, I would direct a front office staff member to position a floor fan by the entrance for ventilation and request housekeeping to spray the area for a fresher atmosphere.