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Maramba, Derianne C.
HRIM 112
Case Analysis
THE MYSTERY GUEST
I.
Point of View
The group decided to make a management consultant as their point of view. Professional
III.
knowing that there was little amount of time given to them to prepare?
Objectives
In line with the problem of the case, the objectives are:
to help the hotel implement the proper procedure on staff training;
to know the proper way of evaluating current operations; and
to know how to improve the relationship between the upper management and its
staff.
IV.
Assumptions
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This is not the first time the hotel had a mystery guest. We assumed this because
the staff knew what to do already when a mystery evaluator would arrive.
The mystery guest is a professional critic of hotels. The hotel gave much attention
on the hotels evaluation. This could mean that the mystery guest is a highly
V.
VI.
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would not only evaluate the staff but also the hotels current operations.
The management would have more room for improvement since they will
procedure perfectly.
Stephen couldve practiced the new procedure to other guests beside the
mystery guest. If he was given an ample amount of time, he will be able to
practice, train, and try out the new procedures given to him so by the time
of the evaluation, he is now ready.
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The hotel would have positive feedback from the mystery guest. This
would be so because Stephen had the time to practice and do what is
expected of him.
Disadvantages:
It wont help the hotel improve their usual operations.
It would be short-term. They just changed the procedure the last minute
just to potentially get a good evaluation from the mystery guest. Right
after the evaluation, the new procedure might not be followed again
because its purpose was just for the mystery guest to be impressed.
Stephen would forget the new procedure right after the stay of the
mystery guest.
c) The management shouldve started training Stephen the standardized procedure at
the beginning of the hotel operation.
Advantages:
The hotel would know their strengths and weaknesses. The evaluation
would actually serve its purpose since their standardized procedure would
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standardized procedure.
The service of the hotel wouldve been high quality and consistent at the
IX.
X.
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Based from what weve learned in our HRIM 104 lectures, standardization is an
important step in the process of preparation. This is to ensure that both quality and
quantity are set and controlled. Standardization must be followed to have a
smooth flow of operation. It helps train personnel because the plan is laid out well
and clearly.
We can connect this to the case assigned to us. The hotel had its own standardized
procedure on guest relations. However, they were not able to follow this. This
complicates the system and disrupts the day-to-day undertakings of the staff.
Therefore, the standardized procedures were of no use and purpose because they
did not apply it.
Standardization is not only meant to be implemented. It must be followed as well.
2) Definition and delegation of tasks are important.
As discussed before, job descriptions are made to ensure that tasks are welldefined. Definition of tasks means knowing what your responsibilities are. It is a
way of limiting that actually helps employees to concentrate on what they have
to do.
Delegation, hand in hand with the definition of roles, is a significant step in
managing staff. When delegating, a manager splits the tasks. It implies that they
can focus on what their tasked to do; and not on what theyre not asked to do. For
the manager, overseeing and troubleshooting is made easier because they can
trace who is in-charge for each task.
3) Training is essential for success.
The greatest athletes in the world train, work, and strive to be the best that they
could be. Training is the perfect venue wherein employees are exposed to the
environment where they will be working in. It means that when a staff is already
on the actual job, he/she will be able to deliver what is asked of him/her.
Confusion and other problems can be avoided. Training does not only involve the
technical abilities; but it will also help staff on how to conduct oneself on the field
that they are assigned in.
We must always remember that training for technical skills is an easier thing to
teach than training the attitude of a person. Therefore, the right attitude together
with training, makes the result a success.
4) Practice makes perfect.
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A staff is not expected to get the flow and the procedures set by the management
right away. Practicing and constant undertaking of a certain duty will help a
person grasp the idea and concept more. Practice helps you know your mistakes
and how to learn from them. Practice makes you see your strengths and know
your weaknesses. Here, a person can harness their strengths and improve on their
weaknesses. As one continues to practice, they are not only improving their
strategies and techniques. Character is also built as the road to close perfection
is not an easy task. It cannot be achieved in a snap. It is worked hard for.
5) The biggest room in the world is the room for improvement.
No matter how good you are, you will always find an aspect or aspects of your
job that you can always improve on. Improvement means that you are always
willing to be the best person that you can be. It shows how much dedication you
are pouring out because exerting on improvement takes a lot of time and effort. It
means you do not settle on what is good you are exerting effort to be the best.
Passion is shown because you are willing to devote and commit. It also takes a lot
of humility to learn from your previous mistakes; however, how will you be able
to move forward and reach for a higher goal if you do not want to change or adapt
XI.
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