Elena, the front office clerk has asked you for an urgent appointment to see you.

On arrival to the meeting, Elena explains to you that her supervisor in front office frequently makes silent offensive remarks and has stalked her on multiple occasions after work. It also seems that he rosters her for the same shifts when he is rostered on.

(The document HR manual template may be referenced for this case study)

 

1. What appears to be the nature of complaint here?

1. Which procedure should be followed to receive a complaint like the one from Elena

1. Create a standard operating procedure that can be used to investigate a complaint, including actions for e.g. EEO and sexual harassment matters.

1. Which legal responsibilities do have in your capacity as a manger in this instance?

CASE STUDY 3

You are the manager at the 'Ocean View Hotel'.

During the last four (4) weeks the numbers of patrons during dinner service on Wednesdays to Fridays have doubled. Although this is good news for the operation, there have been associated with this a number of operational issues which need to be addressed swiftly to prevent bad publicity in social media and on trip advisor.

During the four (4) week period the hotel had twelve (12) complaints related to delays in meal service, sixteen (16) complaints relating to poor or average quality of meals. A brief conversation with sous-chef and head chef have indicated that the access to and lack of capacity of some equipment are some of the main issues they are facing.

In front of-house (F&B) the same staff has been rostered on the periodic schedule as usual, and staffs do not think there are any issues.

1. Provide a systematic approach for areas you will investigate

1. Provide solutions for the shortfalls in equipment pointed out to you, given that the new budget is still five (5) months away and major expenditure was just completed to finish the accommodation areas.

1. Which aspects will you investigate in the food and beverage/service areas?

1. Provide details for the staff who will be involved in the process.

CASE STUDY 4

You are working in the capacity of manager in a trendy inner city boutique hotel, featuring 45 rooms, a gym and wellness area, a 60 seat cafe -bistro, an 80 seat restaurant and seating for 50 customers in the mall.

The food and beverages are in line with using local produce and following trends, however you have noticed that due to the large number of part-time employment of students and, it seems, lack of direction from the departmental supervisors, products and services are always different.

Not that there have been any substantial complaints, however beverages are presented differently at different times, food presentation varies and it looks portion sizes are not uniform, and the rooms are made up and arranged differently depending who is in charge and on duty, accordingly.

1. Provide suggestions for a system that can be effectively developed and implemented for each department and explain in detail what this entails for each department. Your approach must include delegation at the appropriate levels.

1. What are the implications for all existing staff as a result and how will you provide for overcoming these?