ORGANIZATIONAL BEHAVIOR CASE STUDY

IN OWN WORDS, Answer question according to case study below.

Use the Big 5 Taxonomy to identify the personality type that would best fit the Regency Hotel situation in the Customer Service Team. Explain.

PLEASE WRITE IN OWN WORDS, NEED APPLICATION ONLY , CAN WRITE THE THEORY ON MY OWN. WILL GIVE A DOWNVOTE IF DISREGARD INSTRUCTIONS

Cecilia is the Customer Service leader for the Regent Luxury Hotel. Cecilia has noticed that the reception team for the hotel is looking a little "sluggish": lacking energy and slow to respond. When Cecilia met with Alex, the regional manager of the chain, Cecilia said about the members of the reception team: "They are doing their jobs, but it feels like they all are just going through the motions. Yes, they are performing their job duties, but it is being done in a half-hearted way. No one seems to be going above and beyond their assigned duties. There just is no enthusiasm. This is true of the different members of the reception team: receptionists, the porters, and placement students who are doing an internship at the hotel." Cecilia noticed that the reception staff is spending a lot of their time on their smartphones, watching shows, playing games, connecting on social media and listening to music, sometimes just daydreaming. Cecilia even overheard one reception staff say: "You know I really dislike some of our guests they can be rude, ignorant, and almost always a problem. Wouldn't it be great to have a job at the hotel where there is no need to meet any of our guests?" Brett, one of the students in the reception team, looked particularly demoralized. He had just started at the Regent Hotel and was excited to get the student placement at the hotel. He really wanted to do well at the job so he could get a reference for his resume. But just one day into his student placement, he felt overwhelmed and dejected. He thought to himself, "I just started at the hotel and already I do not know what to do." In his first meeting with Cecilia, he was told to sort out the mess in the reception area staff office. Vincent, the receptionist, noticed the upset student. He asked Brett if he was ok, "you seem very upset." Brett replied, "I just do not know what to do and it is my first day and no one is willing to help." Cecilia wonders why her reception staff does not feel a sense of engagement in their job or why they do not feel a sense of meaning and purpose. Cecilia was not the only one with concerns. At the meeting with Alex, the two reviewed recent comments posted about the hotel on various travel websites. The reviews made it clear that something has to be done. Alex provided Cecilia with approval to re-organize her department and hire several new staff members to "shake things up" and improve customer service which is provided by the reception staff. Cecilia wants to find staff that will be able to greet guests, handle check-in/check-out, be a good multitasker, a problem solver, handle stress well and stay calm under pressure and able to respond appropriately to the unique needs of the diverse customer base of the hotel