please help me answer this is high mark tq so much

QUESTION 1

Wendy Wong is the manager of a services unit responsible for the cleaning and housekeeping of a five-star hotel in Malaysia. She has worked at the hotel for four years, is single and educated from BERJAYA University College of Hospitality Bachelor Degree level. She reports directly to the hotel general manager and has six supervisors reporting to her, each responsible for a section of the hotel. Wendy is subject to conflicting pressures from above and below, with diverse sets of people having an interest in what she ought to be doing in her job. These include pressures from internal stakeholders in the three core areas of administration such as human resource management, finance and supplies; front-office and marketing, as well as from external stakeholders. Wendy works in a number of key areas, which include staffing; maintaining premises and equipment; providing information; directing operations; client liaison; and quality standards and control. Wendy has clear priorities in providing an increasingly efficient and effective cleaning service to the satisfaction of both guests and hotel staffs. Her key tasks are therefore: Planning to ensure adequate staffing levels in the short term Maintaining good industrial relations Establishing and maintaining standards of cleanliness Restructuring work to allow lower staffing levels in the long term Wendys time, in order of importance, is therefore spent organising staff duties; dealing with grievances; checking work standards; and discussing organisational policy changes for staff. In the current atmosphere of uncertainty, activities such as staff training, liaison, and technical advice are seen by Wendy as unaffordable luxuries. Wendys approach to the job is very people centred and proactive. She spends most of the time out of the office, interacting either in formal meetings or one-to-one encounters to give information or to sort out problems. As a manager, Wendy always gives feedback to her staff for improving their work in the hotel. She feels that this is the more effective style of management given the current environment. However, some of her staffs do not feel comfortable with the one-to-one session and refuse to accept her feedback.

a) Discuss the type of planning that Wendy is responsible for as a service unit manager. (8 marks)

b) Illustrate Wendys responsibilities using Mintzberys contemporary model of managerial roles. (20 marks)

c) Wendy need to understand that feedback can be constructive and destructive. Explain to Wendy on the criteria for constructive feedback. (12 marks)