hospitality multi-part question
Read Not on Time for the Last Time and Windjammer Hotel Case and answer on the following questions for EACH case:
What are the symptoms indicating on the case problem(s)?
What is the root of the problem?
What is your recommended solution?
What are the advantages and disadvantages of the solution strategy?
2.Watch The Great Resignation: Why Millions Of Workers Are Quitting
and answer on the following questions:
What were the three major points you learned and why did those points resonate with you? Explain.
What points or information you found questionable or disagree with? Explain why.
Based on what you have learned, what will you do as a hospitality and tourism student or a professional? For example, will you, in some way, behave differently? Will you do further investigations or readings? Are there things you will observe more closely or in a different way?
Requirements: 8 pages double spaced
Read??Not on Time for the Last Time and?Windjammer Hotel Case?
and answer on the following questions for EACH case:
What are the symptoms indicating on the case problem(s)?
What is the root of the problem?
What is your recommended solution?
What are the advantages and disadvantages of the solution strategy?
Watch?The Great Resignation: Why Millions Of Workers Are Quitting
?
and answer on the following questions:
What were the three major points you learned and why did those points resonate with you? Explain.
What points or information you found questionable or disagree with? Explain why.
Based on what you have learned, what will you do as a hospitality and tourism student or a professional? For example, will you, in some way, behave differently? Will you do further investigations or readings? Are there things you will observe more closely or in a different way?
Not on Time for the Last Time?
Wynette worked as a front desk supervisor for four years at the Grand Hotel before being promoted to rooms manager. During that entire time, she was frequently frustrated by front desk agents being late to work. It seemed like every day at least one of them would be late, sometimes by more than an hour. The previous rooms manager did nothing about the problem and expected Wynette to cover for the agents until they arrived. So, it just continued.
When she received the promotion, Wynette decided she would solve the problem and hold the front desk agents responsible for getting to work on time every day.
But first, Wynette had to fill her job as front desk supervisor. Two of the current front desk agents applied for the job, but they were the two who were late more often than any of the others. The agents who applied for the job were Tony and Tina, both of whom were over 50 years old. Wynette decided she could not tolerate a supervisor being late all the time, so she decided to hire Ayla, a much younger applicant from outside the company who had just a few years of experience working in hotels. Both Tony and Tina were upset about Wynette’s decision and threatened to sue the hotel for age discrimination.
On Ayla’s first day of work, Wynette met with her and told her, “The agents have been getting away with being late for a long time, but it has to stop now. I want you to let them all know the next agent who is more than five minutes late will be fired immedi-ately. I’ll back you up no matter who it is. I think that will wake them up.”
Ayla sent an email to all front desk agents that said, “I need you all to do a better job of getting to work on time. I’ll have to fire someone if it continues, and I really don’t want to do that.” They all received the email, but they didn’t take it seriously because workers in some of the other departments were late just as much and never got fired.
Three days later, Tony was 10 minutes late to work.
Windjammer Hotel Case?
Donna Moreau was employed for nine years as a room attendant for the Windjammer Hotel. Her work and attendance during that period were considered excellent. The hotel was moderately busy during the week, and then typically filled with tourists on the weekends.
In accordance with a hotel policy requiring two weeks notification, Donna submitted a day off request on May 1, for time off on Saturday, May 15, to attend the 1 P.M. high school graduation ceremony of her only daughter. The hotel was expected to be extremely short of staff on the weekend of May 15 due to some staff resignation and terminations, as well as a forecasted sell-out of guest rooms.
Donnas supervisor, Tara Roach, denied Donnas request for the day off, stating the housekeeping department needed her to work that entire weekend. Donna was visibly upset when the schedule was posted and
she learned that her request had been denied. She confronted Tara and stated, I will be attending my daughters
graduation. Ive been a single parent to my daughter for 17 years, and theres no way I am going to miss that
day! Tara replied that she was very sorry, but all employee requests for that weekend off had been denied, and
Donna was to report to work as scheduled.
On the Saturday of the graduation, Donna, in accordance with written hotel policy, called in sick four hours before her shift was to begin. The hotel was extremely busy and, due in part to Donnas absence, each room attendant who did show up at work was assigned a heavier than average workload, causing a great deal of departmental tension.
Tara, who was angry at what she saw as willful disregard for supervisory authority, and recalling the earlier conversation with Donna, recorded the employees call-in as an unacceptable excuse and completed a form stating that Donna had, in fact, quit her job voluntarily by refusing to work her assigned shift. Tara referred to the portion of the employee manual that Donna signed when joining the hotel. The manual read, in park:
Employees shall be considered to have voluntarily quit or abandoned their employment upon any of the
following occurrences:
1. Absence from work for one (1) or more consecutive days without excuse acceptable to the company
2. Habitual tardiness
3. Failure to report to work within 24 hours of a request to report
Donna returned to work the next day to find that she had been removed from the schedule. She was also informed that she was no longer an employee of the hotel. Donna filed for unemployment compensation. In her state, workers who voluntarily quit their jobs were not typically eligible for unemployment compensation. Those who are terminated do typically receive the benefit (which is ultimately paid for by the hotel).
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