HTMP3 SY2023-24

Chapter 5 Case Studies

04. 25. 2024

Case Study #1

1. Should Margaret be "messing around" with the Bell Tower's work procedures in the housekeeping department? Why or why not?

As a new manager, Margaret should be careful about changing stuff in the housekeeping department since she's still getting the hang of things. She might not know how everything works yet, so making big changes could cause problems she didn't expect. It's better for her to take it slow, learn how things are done first, and ask the experienced folks for advice. Jumping in too quickly could mess things up and make everyone unhappy. So, Margaret should chill out a bit and learn the ropes before making any big moves.

Case Study #2

1. What should Josie and Johnny do as they develop the new employee scheduling process?

Josie and Johnny should begin by consulting their employees to determine their preferred shifts. They should then strive to accommodate these preferences while ensuring adequate coverage for all necessary hours across shifts. Implementing a weekend rotation system would offer flexibility to employees and promote fairness. Additionally, maintaining a pool of temporary or backup staff for call-ins would help manage unexpected absences. It would also be prudent to establish a policy requiring employees to provide at least 2 hours' notice if they are unable to attend work, allowing for timely replacement coverage.

2.What policy topics should be addressed as the new employee scheduling system is implemented?

Example policies include:

• Implementation of a strict call-in policy: Employees are required to notify their absence at least 2 hours before their shift starts. They will be allotted 5 points for call-ins, exceeding which will lead to termination.

• Establishment of scheduled weekend shifts: All employees are obligated to work either a Friday or Saturday, rotating these shifts weekly among all staff members.

Chapter 4 Case Studies

02. 01. 2023

Case Study #1: It's Not the Way They Said it Would Be

1. Do you think it is unusual for there to be a disconnect between what a human resources department says will happen for a new employee and what actually happens?

Certainly, it is not uncommon as HR might be unfamiliar with the responsibilities and functions of the position or department.

2. What procedures should be used to properly orient and train new employees to the organization and their position?

Onboarding should be used to properly orient and train new employees to the organization and their position

Case Study #2: I Already Know How to Do That!

1. What, if anything, should Erika do about the fact that Ricardo is not following the restaurant's standard operating procedures?

Erika should report to Jack, the supervisor, if Ricardo continues to show unprofessional behavior.

2.What should Jack, Ricardo's supervisor, do?

  Jack should lecture Ricardo. He should give a warning and explain to Ricardo that his

attitude is wrong.

Chapter 2: Effective Communication for Supervisors

10. 26. 2023

1. c. Three (page 28)

2. a. Lateral (page 28)

3. a. Lateral (page 28)

4. d. Nodding your head in agreement (page 30)

5. a. Poor timing (page 31)

6. c. Contrast effect (page 32)

7. b. Three (page 34)

8. d. talk while facing away from their audience (page 39)

9. c. Warmly (page 33)

10. a. Focusing (page 37)

11. a. Mirroring (page 38)

12. a. empathy (page 39)

13. c. Slumping the shoulders (page 41)

14. d. cultural differences (page 41)

15. b. lying (page 40)

16. d. Outlining (page 42)

17. d. At the beginning (page 43)

18. d. The new employee was promoted by Sally. (page 42)

19. a. Grapevine (page 49)

20. b.forming cross-functional teams (page 29)

Chapter 1.1: Definition of Management

09. 01. 2023

Reading this first section of the chapter, I was able to learn new things. One of the mains things I learned includes on how to distinguish the difference between a manager and a supervisor. According to the book, a supervisor is one who manages employees who do not have supervisory abilities. As for the role of a manager, they direct the work of supervisors. Another thing I learned is the role of hospitality supervisors. In the world of hospitality, supervisors must understand the principle of management to a lodging or an F&B operation. Lasty, I learned about general overview of the levels in hospitality properties. They go from entry-level employees, supervisors, managers, middle-level management, and top-level management.