Case Study

Case Study 3
Communicate, communicate, communicate. During unsettled times, leaders must

communicate more frequently with their employees about:
The present and future vision of the organization
How the company plans to reach this new strategic direction
How the organization will redefine itself to sustain revenues during the downturn
The rationale behind any restructuring
How each employees roles and responsibilities add to the organizations success
Employees appreciate being in the know and will contribute to improvements and future
success. Once they understand the reasoning behind decisions, fears are alleviated and their
energy is channeled into helping the organization reach its goals.
Value individual contributions. Leaders must ensure that employees understand how their
individual efforts contribute to the organizations overall strategy and direction. People want to
be part of a winning team. Employees will take pride and be engaged in their work if they
understand how their efforts impact the organization.
Provide training. Training is the new 401(k)! It will ensure employees productivity particularly,
if they have assumed new responsibilities due to restructuring. Continuous learning is one of the
best employee motivators.
Mentor. Mentoring can be valuable for employees seeking a sounding board for challenges
they may be facing. You can support mentoring internally or encourage employees to join outside
groups. I have worked closely with my own womens mentoring group at The Commonwealth
Institute. These types of groups can help individuals feel supported and more capable of dealing
with tough issues.
Ask questions and listen to answers. Employees want to see their organization succeed.
Working on the front lines, they have first-hand knowledge of what works and what doesnt.
Many have excellent ideas, ranging from money saving to operational improvements and
streamlining processes. Leaders must take time to ask and listen to suggestions not only to make
employees feel valued but for the sake of their businesses. Asking questions can help develop
critical innovative thinking and a call to action across the organization.
Engage employees in solving business issues. Once new ideas are identified, engage a
cross- functional team to develop solutions. Individuals focused on business success use their
energies to focus on improvements vs. worrying about restructuring.
The following questions will develop some real solutions:
What is the present state of affairs for the business issue theyre trying to resolve?
What is the ideal state of our company?
What processes should the organization engage in to achieve the desired results?
What is the estimated time frame?
What are the costs?
Recognize effort and praise employees. During unsettled times, employees take on
additional responsibilities. Its important for managers to recognize these increased efforts with a
simple thank you or great job. These meaningful words acknowledge effort, build loyalty and
encourage people to work even harder.
In summary, employees want to be assured that management is in control, that theyve analyzed
key information prior to taking action and that they are taking action. These are the things that
motivate employees. Motivated employees are efficient, creative and can help increase overall
profitability and bottom-line results.
Case Study 4
General Manager Job Description
SUMMARY
Responsible for managing a single unit, different sectors or multiple units of a company or
organization. Hires and trains employees, prepares reports, and sets budgets.
General Manager Skills and Qualifications:
Performance Management, Staffing, Management Proficiency, Coordination, Coaching,
Developing Standards, Financial Planning and Strategy, Process Improvement, Decision Making,
Strategic Planning, Quality Management
Front office managers use a number of skills to successfully perform their duties. Two of these
skills are a thorough knowledge of the company and an understanding of its products. Another
crucial skill is an awareness of the roles of other office employees. This knowledge of the
products, company structure, and employee duties allows the office manager to effectively
assign job responsibilities and allocate company resources while maintaining an efficient working
environment.
Companies often expect front office managers to oversee a variety of projects. To meet each
project's deadline, the manager may need to overcome delays and hurdles. These projects may
also require the manager to document each project's progress. To accomplish these goals, a front
office manager needs exceptional oral and written communication skills. Multitasking abilities are
also helpful.
Other important functions of a front office manager include:
Supervisor support
Office harmony
Crisis handling
Office morale
Troubleshooting
Customer service
Job Requirements
Office management is one occupation where the right person can be promoted, over time, from a
subordinate position into a managerial role with nothing more than a high school diploma.
However, a candidate who has a degree may have an advantage over those who do not. An
associate's degree in business with a focus on office management may help candidates find a
position more quickly. This degree can be acquired in a two-year period from most community
colleges. When coupled with good job performance, this degree is valuable when supervisors
perform internal promotions.
With or without a degree, those who have experience in an office position and a proven record of
obtaining results may be candidates for positions as front office managers .
An executive housekeeper is responsible for supervising the maintenance and housekeeping staff and is answerable for
any problem associated with housekeeping. Their work doesn't involve the actual day-to-day cleaning duties, but just
overseeing them. The duties of executive housekeepers are highly responsible, as they directly deal with the hygiene and
health issues. The executive housekeepers are generally recruited in hotels, hospitals, organizations, institutes, colleges,
etc. The executives keep a watch on the housekeepers' work and see to it that they meet the management's standards.
Job Responsibilities
The job responsibilities of an executive housekeeper often depend upon the industry or
organization the executive is working with. However, supervision is one of the major
responsibilities of an executive housekeeper. The below given information about different
housekeeping areas and their respective duties will help you to understand the actual job duties
of an executive housekeeper.
Administration: The executives over here are responsible for preparing a monthly forecast for
the housekeeping department coordinating with various other departments.
Quality Assurance: The executives over here are responsible for conducting quality inspections
of public areas, guest rooms, corridors, washrooms, etc.
Human Resources: The executive housekeeper may carry out interviews in coordination with
the human resource department. They may recommend candidates for any housekeeping
vacancies to the human resource director. The executive housekeeper also needs to monitor staff
performance and give performance appraisals accordingly.
Expense Control: The executive manager needs to effectively manage all the expenses and
maintain a proper record of the same. Review monthly consumption of chemicals, linen par
stockings, and other items identical to operations. Review the budget according to the purchases
and consumption of goods.
Emergency Response: The executive manager also manages the emergency team and ensures
that the staff has all the essential knowledge of emergency procedures
Other: The other job responsibilities of an executive housekeeper include keeping a track or lost
and found goods, processing any guest complaints, taking proper care/maintenance of
equipment, meeting with the staff, etc.
Key Skills
Following are some of the essential skills required by an executive housekeeper:
-Expert management skills
-Stress management and team motivational skills
-Recruitment skills
-Expert in managing budgets and accounts
-Ability to deal with guests
-Good communication skills
-Good trainer and effective training skills
-Excellent time management skills
-Expert leader and a team player
-Ability to take initiatives
-Expert decision making abilities
Food and Beverage Manager Job Description
A bachelor's degree in food service management or similar is becoming increasingly valuable to employers. Once hired, many
restaurant chains send managers through intense training programs, which combines classroom and real kitchen experience.
Certification is available, but not required.
JOB SKILLS AND REQUIREMENTS

Customer-Service: Food and beverage managers managers might have to interact with
customers. Being friendly and courteous will help keep customers coming back.
Attention to Detail: Food and beverage managers have to keep their eyes on a lot of elements:
food standards, costs, safety, etc.
Leadership: Food and beverage managers must be leaders in the back of house, rallying their
team during heavy shifts, resolving conflicts and getting the job done.
Management Skills: Food and beverage managers not only deal with food, they also have to deal
with costs, pricing, creating work schedules and more.
Organizational Skills: Keeping work schedules, shipments, cleaning schedules and more
organized is crucial to the job.
Problem-Solving Skills: Dealing with employee conflict, irate customers and wrong stock orders is
part of a food and beverage manager's job. Being able to come up with a solution quickly is a
needed skill.
Speaking Skills: Food and beverage managers need to accurately and easily communicate
standards and cooking methods to staff, give orders and speak with customers clearly.
Stamina: Food and beverage managers can expect long days around hot cooking elements,
much of it on their feet.

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Case Study 3

Communicate, communicate, communicate. During unsettled times, leaders must

Certification is available, but not required.

JOB SKILLS AND REQUIREMENTS

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