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, experienced significant stress during her initial months due to various challenges Milo Diaz, the personnel manager, frequently pressured her to timely post schedules and approve payroll forms Although Thomas Brown, the executive housekeeper, appeared to be a supportive friend outside of work, he often overwhelmed the front desk staff with inquiries about guest check-in and checkout issues Communication hurdles also arose with Yoon-Whan Li, the executive engineer, highlighted by a misunderstanding when a desk clerk mistakenly reported an elevator issue Additionally, Eric Jones, the food and beverage manager, consistently criticized Ana's team for low guest turnout in the dining room and lounge.
Desk clerks need to improve their communication about the free dining room and lounge coupons they distribute Lorraine DeSantes, the director of marketing and sales, is frustrated with the clerks for misplacing phone messages, misdirecting hotel guests to nearby restaurants, and providing vague recommendations for dining options.
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Ana acknowledges the feedback regarding her and her staff's performance, recognizing the need for improvement Despite knowing that schedules should be posted by Tuesday morning, she faces last-minute requests for days off from employees, which complicates payroll processing as she prioritizes guest interactions Errors made by front desk clerks, such as checking in guests to unprepared rooms, are often attributed to perceived issues with the computer system Additionally, a recent elevator incident was not the fault of a new clerk, who lacked guidance on emergency protocols Although she encourages her clerks to distribute food and beverage coupons, enthusiasm for this task remains low Furthermore, she consistently receives messages from Lorraine DeSantes without fail.
“She just makes no attempt to look in 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 the front office manager Despite Ana's unease due to reports of significant errors from her colleagues, Margaret's approach was refreshingly different from previous managers She encouraged Ana to prepare a list of strategies aimed at improving her performance 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, a Front Office Manager, oversees the front desk staff but has faced significant stress and dissatisfaction during her brief tenure at the hotel The case scenario highlights her struggles, as she has been criticized by her coworkers for her shortcomings.
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Ana Chavarria, the Front Desk Manager, has faced criticism over the years but has persevered in her role To help her improve and excel, I suggest she take a moment to calm herself when feeling stressed, as this will enhance her ability to think clearly Once relaxed, she should focus on strategies that boost employee motivation, enhance personnel training, optimize scheduling, and improve communication and empowerment within the team Additionally, implementing effective time management planning will be crucial in managing her responsibilities As her assistant, I hold great respect for Ana and all hotel departments, and I am committed to formulating a comprehensive strategy for her success.
A clear communication strategy is essential to resolve misunderstandings at the hotel By prioritizing and organizing tasks, staff can improve interactions with both colleagues and guests Effective communication fosters a respectful environment, ensuring that all personnel can work efficiently and collaboratively.
Employee motivation is crucial for a positive work environment I've noticed that Ana's lack of motivation stems from her colleagues' complaints about her performance at the front desk To address this issue, it's essential for employees to support one another rather than apply pressure By fostering teamwork and collaboration, employees can uplift each other and effectively complete tasks together.
Implementing effective workplace strategies is crucial for enhancing productivity If Ana adopts these strategies, she can transform her mindset and behavior, leading to improved work performance Moreover, if other employees embrace similar changes, it will foster a more positive work environment Managers play a vital role in this process by motivating their teams and uplifting their spirits, which can further enhance employees' motivation and productivity Ultimately, a collaborative effort among all employees, supported by proactive management, is essential for creating a thriving workplace.
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A negative work environment can lead to employee discomfort and decreased motivation If front desk clerks are underperforming, it's essential to implement corrective measures that aim to motivate rather than punish, ensuring they learn from their mistakes and improve their performance in the future.
Effective personnel training is crucial for ensuring that employees understand their responsibilities within their respective departments In the case discussed, employees were inadequately trained and wrongly attributed their work issues to the front desk, overlooking their own duties Each department must take accountability for its tasks to avoid inconveniencing others, as blaming the front desk only exacerbates the problem To address this, management should implement comprehensive training programs that empower employees to handle various situations independently before seeking assistance from others It's essential to foster a culture where employees recognize their roles and capabilities, allowing them to excel and contribute positively to the hotel's overall productivity By identifying and nurturing individual strengths, organizations can enhance teamwork and operational efficiency across all departments.
Effective employee scheduling is crucial for maintaining operational efficiency To avoid conflicts caused by last-minute leave requests, employees should notify the front desk in advance about any days off or early departures This proactive communication allows for timely posting of the final schedule, reducing the challenges associated with overlapping time-off requests A consistent work schedule enables employees to focus on their tasks without the stress of unexpected changes, ultimately enhancing productivity and ensuring that all responsibilities are met on time.
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To excel as a manager, it's essential to embrace your role with confidence and responsibility Being entrusted with a managerial title signifies that your superiors believe in your capabilities Additionally, effective leadership within your department is crucial for fostering a productive and motivated team.
Empowerment is crucial for employee development, especially for those new to their roles By providing guidance, managers enable employees to make independent decisions, fostering motivation and enhancing their skills For instance, when faced with a customer complaint, Ana Chavarria can effectively address the issue, knowing she has the authority to act in the guests' best interests The support and leadership of managers are essential, as they help employees navigate challenges in the workplace, ultimately leading to greater success and confidence in their abilities.
As a manager, it's crucial to effectively manage your responsibilities by honing your decision-making skills Strive to make informed choices, leveraging both intellect and passion to excel in your role.
Case Study 301
On Thursday morning at The Times Hotel, the reservations manager finalized the day’s guest list, preparing 252 packets for attendees of the Pet Owners of the Americas Conference Designated as the headquarters for cat owners, The Times Hotel will host participants, while The Sebastian Hotel, just two blocks away, will accommodate dog owners Conference attendees are expected to begin arriving at noon.
On Wednesday night, The Times Hotel was fully booked, accommodating a planning group for the Biology Researchers Conference, which utilized 179 rooms The group convened for a meeting in the early hours of Thursday, leading several guests to display "Do Not Disturb" signs on their doors.
Yoon-Whan Li, the executive engineer, has observed intermittent air-conditioning issues on the fifth and sixth floors, estimating a repair time of approximately 12 hours While attempting to report the problem to the front office, he encounters busy desk clerks who do not answer his call, complicating the situation further as another repair request comes in.
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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 supplier to call him back in the afternoon to confirm details for a special Swiss chocolate ice cream cake roll, which is part of the banquet tonight Additionally, the sales office has placed an order for two ice sculptures, featuring a cat and a dog, to enhance the event's presentation.
The banquet manager and his team will arrive approximately three hours before the event to set up furniture and tabletops, while the servers are scheduled to arrive one hour prior to the start of the banquet.
At 11:00 am, a group of conferees arrives for registration, accompanied by their cats and inquiring about pet accommodations The front desk clerk, unsure of the arrangements, contacts the sales department for guidance However, he learns that the conference organizer explicitly instructed participants to leave their pets at home, emphasizing that the event is solely a business seminar, not a pet show.
Due to a late planning meeting, attendees of the Biology Researchers Conference have not checked out, preventing the housekeeping staff from entering the rooms after the noon checkout time Additionally, the absence of two room attendants this morning has further complicated the situation.
At 1:30 pm, the lobby is chaotic as pet owners wait with their animals to enter their rooms The malfunctioning air-conditioning exacerbates the situation, creating unbearable odors and noise 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 anxiously awaits a crucial call from his vendor regarding a Swiss chocolate ice cream cake roll Upon finally reaching the supplier, he discovers that she has been trying to inform him that the product is out of stock, but the front desk failed to answer her calls Frustrated, the chef storms out of the kitchen to confront the switchboard operator Meanwhile, the front office manager, overwhelmed with her own tasks, responds sharply to the chef's outburst Just as tensions rise, a group of ten Pet Owners of the Americas arrives, complicating the already chaotic situation.
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Log in n in the lobby with guaranteed reservations The hotel is completely booked, and these additional reservations represent an overbooked situation
The reservationist overlooked an important detail by failing to inquire whether the guests were cat or dog owners, resulting in a chaotic scene in the lobby All the guests brought their dogs, leading to an unbearable commotion as dogs barked at cats and cats hissed back, prompting loud complaints from the other guests.
The banquet manager and his team have completed the room setup for the event As one crew member activates the air-conditioning, a dull roar and blue smoke emerge from the vents Assuming this is a temporary issue, he chooses not to inform the banquet manager Subsequently, the manager directs the setup crew to remove the ice sculptures from the freezer and position them in front of the podium and head table, anticipating the arrival of banquet servers within the hour to begin final preparations.
As a front office manager, addressing immediate issues requires swift action and clear communication Once the situation stabilizes, a thorough analysis is essential to identify root causes and patterns Opportunities for enhancing communication between the front office and other departments include implementing regular interdepartmental meetings, utilizing collaborative software for real-time updates, and fostering a culture of open feedback 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 during the Pet Owners of America Conference Guests arriving early should wait outside until the conference leaders arrive to guide them While rooms are being cleaned, guests will be informed that check-in is available by 2:00 PM If they inquire further, a local pet store will be suggested to help pass the time Additionally, participants are reminded that The Sebastian Hotel is the preferred accommodation for dog owners, who can also receive a discount for future stays at the Times Hotel In cases where guests insist on staying the night, it's important to clarify that a booking error occurred.
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Upon logging in and reviewing the booked rooms, I would address the reservation confirmation with the responsible employee to clarify the errors made, ensuring to monitor their performance in the future If pet odors begin to permeate the lobby, I would direct a front office staff member to position a floor fan by the entrance to help disperse the smell and request housekeeping to spray the area for improved air quality.