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Eassy on service quality in a hotel
Eassy on service quality in a hotel
Weaknesses of customer service in Hilton
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Brief Introduction
This case is a good example of mistrust, the reason why one group of people has come to not trust another group of people. While being a native of Virgin Gorda Island and working for the West Indies Yacht Club Resort, many natives see expatriate workers come and go. Some of the workers are managers, yet most of them are just temporary workers during the high peak seasons like late December through early July. During the times of working together the employees would become friends, and then the expatriate workers would travel back home after the peak season to never return leaving the natives in mistrust of the expatriates. Besides two totally different cultures not trusting each other, this would cause problems and turmoil to an already troubled West Indies Yacht Club Resort.
Analysis
Today's business world is a very delicate model and can break down with the slightest of ease. One of the most important aspects of a successful business is a good, strong management team followed by a good, intertwining associate team. The two groups serve, as different operational structures yet need to coincide on a very strict level. For a business's employees to be at arms with each other can create a big problem that happens to be at the prime area of business. This area is the area of direct customer interaction. To not keep the customer happy is to douse oneself with gasoline and proceed to striking a match. This problem brings us back to the introduction of trust and professionalism among workers.
In the West Indies Yacht Club Resort, the firm was encouraged a lot by the local government to post available jobs for natives to come and work, yet the resort was timid in that situation because of strict employment laws once they were hired on. Due to turmoil among native and expatriate workers, senior officials were stuck with several problems: (1) the turnover ratio in managerial positions, the customer complaints, and the culture feud, which was at the center of their little problem. From the beginning of the resort until now, the resort has gone from the elite to mediocre due to growing competition and declining customer satisfaction. The organization of the resort is somewhat systematic although it doesn't have any extreme training programs. None of the managers have had extensive training except for what they had received at other places of business.
Gobias Industries is a company that is seeking to promote diversity amongst the organization and strives to be the best. However, it is seen that the company lacks certain criteria that may negatively impact them to the extent where they would need to shut down their facilities. The main issues Gobias Industries has faced is the harsh conditions employees have to work in that are most definitely safety hazards, Sexual harassment, and low retention rate. It is clear that Jim, Maria, Tracy and most of the employees are not satisfied with their experience with the company indicating that Gobias Industries must do something about it as soon as possible before they decide to leave as well. For this, we have analyzed the three main problems with
The Europeans came to the East Indies and took over the land and the resources; this was wrong because it was unreasonable to use the wealth of the East Indies to purchase slaves. It was also wrong to enslave women and children.
Problem Analysis and Social Identity Theory. The employees had strong identity with the hotel and enjoyed status of being associated with the hotel. Value Congruence and Differing values in the work place (bureaucratic and administrative vs. creative and empowerment). Becker was not trained on the cultural differences and values, and his values were not congruent with the employees ' values. Power distance, Thai employees took direction from management and carried out management requests - empowerment counter-acted the high power-distance. Behavior Modification and Outcome Valences. Previously, employees realized that there were consequences to
Watson, J.C., & Gellar, S.M. (2005). The relation among the relationship conditions, working alliance, and outcome in both process-experiential and...
Focus on the needs of the customer and put the needs of the employee second, follow by the need of the leader as the last so to develop and grow the relationship of the customers while strengthening the
The first of the three most feasible solutions is to continuing to run Tropical Export Company with an autocratic leadership style, however to encourage participation and offer employees incentives. The second solution is to run the company with a Laissez Fair leadership style. This will allow the employees within the organization to settle problems themselves. The third solution is to change the culture from an autocratic style to a democratic style. This will allow the employees to give their honest input without fear of consequences.
...recognize development of trust within an organization is both an opportunity and ongoing challenge. Trust creates the groundwork for effective communication, employee motivation, and retention. Trusting relationships lead to synergy, interdependence, and respect.
Employees, investors, suppliers and customers alike eventually reach a decision point in a relationship when they decide where to place their trust and with whom. Leaders are judged on what they do to win trust, and the sincerity and consistency of their effort to retain it. Leaders win trust by communicating openly and often, having a clear and committed communications policy, strategy and processes, initiating formal and informal communications programs and regularly assessing their own communications effectiveness and that of their team and their organization.
b) Managers – that they have very little to no control over their property or employees. It seems like many important decisions have been taken away from managers, and they can not react in the best interest for the hotel chain because what’s in the customer’s best interest is usually not the same as the company’s best interest.
Due to trust’s fragility, a breaking of trust can come do to a number of seemingly insignificant circumstances. Such circumstances include a member coming late to a meeting, not being prepared, presenting illogical and not well thought-out ideas, inconsistency in behavior, holding back opinions, etc. In order to avoid such circumstances, team members must have a clear vision of their goal and have a certain degree of zeal concerning the purpose of their task. To create these two ideals, it is suggested that the first activity a group collaborates to achi...
Communication within a group in society today is a skill that can enhance the habits of a successful team. When individuals decided to work as a team, it is no longer about that one person it becomes about several individuals acting as one. Team members must fully understand the common goal of the group and also must understand their individual role as a team. Once each member realizes that the work they do individually still affect the group that is the first habit acquired towards a successful team. In additional habit for a successful team is by earning each team member’s trust will insure the communication and growth within the team. As well, focusing on how you communicate is a big part the growth of the team.
International businesses are also finding new ways of increasing diversity abroad. Instead of using expatriate employees as management, they are starting to hire locals. Companies that operate abroad are realizing that using expatriate employees is not a permanent solution. They are often expensive, and are not capable of translating their skills into the new environment. In a company that operates globally, it is important that the company knows how to relate to the local markets, and a great way to do this is by hiring local talent. Hiring locally is cheaper, there is not a language barrier, and they are accustomed to the business environment in the area(5). They can also help the business by providing a new perspective into international markets, and offer ways that the company can improve their diversity abroa...
In conclusion, we feel as if we built trust in our team. Seeing as how we’re leaders in our own way, we each created a culture of trust among ourselves. Once we got to know each other personally and shared some personal information about ourselves, our families, hobbies, and other interests, that’s when we started to develop a bond and all the trust built up between us. And this paper assessed our group’s 3-5 major strengths and weaknesses and what successful strategies we hope to add to our team to build a more effective team in the future. Thank you for reading.
Organizational success is dependent on both leaders and followers. A strong leader “cannot expect others to follow; leaders must provide a good reason for others to follow” (Satterlee, 2013, p. 6). Similarly, effective followers “share a number of essential qualities, including intelligence and self-reliance”, and do not require constant attention or approval (Satterlee, 2013, p. 6). A necessary element in building the foundation for functioning relationships, trust is an “intangible intellectual asset, a skill, and an influencing power” for leaders and followers (Savolainen & Hakkinen, 2011, Abstract section, para. 1). This literature review considers the concepts of leadership, followership, and trust by examining how each is important to organizational leaders, as well as, strategies for implementing within an organization. “A good manager gets others to do what he/she wants them to do. A good leader gets others to want what he/she wants.”
Teamwork is one of the important component that is required in any types of business organization . Team is defines as “a small number of people with complementary skills who are committed to the common purpose, performance goal, and approach for which they hold themselves mutually accountable”(katzenbach and Smith 1993) . Teamwork offer numbers of advantages like in teamwork work are completed earlier because large task are divided into smaller projects and then it find out an individual who is best for doing the jobs. Tasks that are smaller in size also need less time and brainpower then the work is less sporting to the people who are working. Teamwork also helps in combing the unique skills of people and makes them work efficiently. In a teamwork strength of different people are combined for the benefit of entire team and to produce better product and teamwork also help in building the unity among the group member .In a teamwork relationship play an important role because it helps people to communicate properly with one another whereas friendship helps in creating a job satisfaction. Support system is also important because if support system will be stronger than people will be comfortably depend on each other. These are the advantage of the teamwork but in teamwork there are also disadvantage like in teamwork there is an uneven participation of the members because they depend on other for doing the majority of work this can lead to hatred in the workplace. In a teamwork everyone is not team player, as they cannot perform well while team is working because they want to do there own so they might face problems to get fitted in a certain work culture, which will result in displeasure. In teamwork there is less creativity among th...