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Requirement
Week 4 Discussion: Departmental Conflict
Because of fixed capacity, hospitality is one of the few industries in which sales people must sometimes turn business away, either because of lack of space or the need to wait for a more profitable customer to fill the space.
Read the Case Study entitled "Departmental Conflict at the Ultra Hotel". (Posted below.) This is a realistic case, illustrating the difficult decisions we must make in convention sales.
For this week's discussion, put yourself in the shoes of the General Manager, who must make a decision at this meeting. Post the following:
1. Would you take the group, or turn it away?
2. Explain your answer.
Part 2
Using the case study "Landmark Dining: Team Processes" from the text (Chapter 8, begins on page 358 prepare the assigned "white paper".
Your paper should meet the following guidelines:
Microsoft Word document.
No spelling or grammatical errors.
Double spaced.
12 point font.
Margins 1.5 inch top and bottom, 1 inches left and right.
A title page in APA format (see the instructions for how to do this in the Syllabus and Course Info folder)
A minimum of four pages.
Professional language and phrasing, written in a style which could be delivered to the company senior management.
Solution
Part 1
Summary
This is a case of Ultra Model Departmental Conflict. In this case, there are various persons working together. One of them is Rick Roland who is the marketing and sales director of the Ultra Hotels. Rick's held a meeting of hotel executives (Wallensteen, 2015). The person attending the meeting was Fred Franklin who is the general manager, Norma Lopez who is a no-nonsense controller with the laser-like focus on the bottom line, Camille Petrocelli who is a human resource director, Claude Van Fleet who is a food and beverage director, and Jeanelle Caswell who is a room's director. They are conducting sales meeting for talking about their big-spending sales staff for filling at least 240 of those 250 rooms. Rick allotted 200 rooms to a group for group sale which was against the policy of the hotel. The other person did not agree with such decision. Now, the final decision was taken by the General Manager of the hotel, and he concludes that this should not be done. He said that if they open up the corporate reservation center for discount, they will be able to sell every single room with the amount of $89.
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Answer 1
If I am the General Manager of the Hotel, I would also turn away the group as done by the Franklin.
Answer 2
Yes, the general manager took the right decision. I think so because it was not ethical for anyone to go beyond the policies of an organization (Carroll, 2014). There can be several ways to manage sales of the rooms. The management should conduct market research and should use attractive schemes to attract a large number of peoples. If Rick appointed the group, then they should kick out all their special guests. By doing so, the image of the hotel will destroy, and no other people will be there for living in the hotel. The first thing for maximizing their sale is that the hotel management should earn the confidence and trust of the people. Through this, the customers ultimately want to be the part of that hotel for spent their memorable moments with them. The second thing is that the organization should choose ethical ways to promote their sales this will enhance the market image of the hotel. The last and final thing is that they should respect their guests and should try to realize them how special they are. This will enhance the happiness of them, and they feel that they are also the part of the hotel (Sherif, 2015). Rick also thinks about the favor of the organization, but it chooses the unethical way which is wrong, and this could be improved through going with the decision taken by the Franklin.
References
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Sherif, M. (2015). Group conflict and co-operation: Their social psychology(Vol. 29). Psychology Press.
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Wallensteen, P. (2015). Understanding conflict resolution.Sage.
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Carroll, A. B., &Buchholtz, A. K. (2014). Business and society: Ethics, sustainability, and stakeholder management. Nelson Education.
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Introduction
Landmark is well known seafood and operated steak restaurant owned by the members of a family. It is a small business restaurant which is situated in Texas. It established its various branches at different places to deliver a great dining experience to their customers like, its first branch is located in Houston which was a train station developed in 1857, and another branch is located in Galveston which was developed in 1853.The main aim of Landmark restaurant is to serve in the best manner to enhance the customer satisfaction and gain a competitive advantage in the market (Pinder, 2014). In this white paper, we will discuss the challenges faced by the organization in its lifetime and also suggest some solutions to overcome these challenges and sustain in the market for a long time.
Background
The Landmark faces various challenges throughoutits business life cycle, but the main important thing in front of the management is to drive high-quality services to their existing customers to win their confidence in the business. The important challenge in front of the management of the organization is the availability of motivated, skilled and intelligent employees. All these factors are considered as the success factors of the organization; in the absence of these factors the organization is not able to perform its functions effectively. For fulfilling its goal, it is necessary for the organization to focus more on the development of its employees due to which it can enhance their knowledge and skills and also can build a long-term relationship with its employees. Until 1990s, the organization focused less on teamwork and employee’s improvement or jobs, and working criteria were determined on the basis of accepted industry practices. Employees were hired only for particular jobs that worked for a limited time period and had very little contribution into how tasks were performed. After passing of time, the organization understands the importance of employees and their role in the success of the organization and had taken various initiatives to enhance their knowledge and required skills like it organize various training classes and counselors to train its employees (Reeve, 2014). Landmark began to formulate various innovative processes to manage jobs and work of the employees so that high performance can be generated from them. Empowered process teams formulated by the Landmark to facilitate large cooperation and empowerment of employees in all business divisions. Each empowered team was responsible for its own scheduling and process improvement, and each has a member in the role of team leader. Team leader of the team manage all the functions of their subordinates and, looking the working of their entire team and also motivate them to utilize their full capacity while performing their assigned tasks.
Solution
Yes, it can be said that high skilled and motivated employees contribute largely to the success of an organization. Motivation is that factor which motivates the employees to utilize their whole potential for performing work. In the absence of the motivation, a leader is not able to draw the desired output from their employees. In the same manner, skills are also essential for performing a job in an effective manner. If the organization able to hire the peoples with the same skills as required for performing the working of the job than it is able to enhance their job output and also leads in fulfillment of its goals. Skills are different as per the difference in the job. So, it is the responsibility of the organization to perform essential obligations to enhance the skills and motivation of the employees (Gagliardi, 2015). This will help the organization in driving high satisfaction to their customers and also able to create its brand image in the mind of the people. Motivated and skilled staff members enable the organization to derive exceptional dining experience to their employees and can also attract a large number of peoples towards their services by providing them high values. Motivation level can be enhanced by providing various financial and non-financial benefits to their employees. But before doing this, the organization should understand the requirement of each employee and then motivation is provided as per their requirements. In the same manner skills of employees can be improved by providing on the job and off the job training. This will enable the organization to extract the desired output from the staff members. All this enable the organization to serve their customers efficiently.
Conclusion
After studying all this, it can be concluded that the organization should focus more on the development of the employees which can extract various benefits for the organization in future (Hansen, 2015). This should be done by the organization efficiently by keeping in mind all the demands and requirements of their employees as well as the requirements of their customers also. If the organization focuses more on motivation and skills development of the employees, it can enhance its competitive advantage in the market.
References
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Pinder, C. C. (2014). Work motivation in organizational behavior. Psychology Press.
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Reeve, J. (2014). Understanding motivation and emotion.John Wiley & Sons.
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Gagliardi, L. (2015). Does skilled migration foster innovative performance? Evidence from British local areas. Papers in Regional Science, 94(4), 773-794.
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Hansen, N. W. (2015, July). The Effect of International Mobility on Wage and Employment of Highly Skilled Employees.In 27th Annual Meeting.Sase.
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