Management
Book Title: Supervision in the Hospitality Industry
Book Edition: Eighth Edition
Author(s): John R. Walker and Jack. E. Miller
Publisher: Wiley
ISBN: 978-1-119-14846-3
Read case study and answer the 4 questions.
ANSWER
Service Industry Case Study
The common mistake that Rita makes is the neglect of organizational rules and guidelines. The business has a set of rules that requires the workers to follow strictly. Rita, the supervisor, is adamant about these rules because she allows her workers to do as they please. Since the leaders pay little attention to these rules, the workers too direct a similar attitude. If the supervisor was keen to ensure that they are applied on the ground, workers would show commitment. Thus, Rita’s neglect of the corporate rules has created a negative image and perception among other workers and employees.
High volume sales go hand in hand with rules enforcement. I believe that rules and regulations exist to guide workers on the expected organizational behavior. Adherence to the systems put in place enables employees to develop commitment and desire to deliver the intended outcomes. For example, timely arrival at work allows a worker to complete their daily tasks effectively. This leads to quality results, which translates to high volume sales. Thus, I believe that the two aspects are correlated since one is supported by the other.
Standards of behavior are uniform across all departments. A business avails a policy framework that directs all the workers on the expected codes of conduct. The document defines the behavioral approaches that team members should adopt in the business setting. Even though departments perform different duties and responsibilities, standards of discipline remain the same.
Sam’s approach supports the current and future welfare of the business. He believes that appropriate actions and behavior as incorporated in the rules framework is the key to the firm’s success. His decision to reach out to Rita for an interactive session is a strategic move.
