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ASSIGNMENT 2
CASE STUDY 1

Introduction
This is a case of a tour company which is on the verge of collapsing if necessary interventions
will not be put in place. With competitors in the tour industry, the firm must offer quality and
efficient services with little or no complaints from the customers. Their greatest aim is to ensure
maximum customer satisfaction in the tours, meals and general business logistics which
involves their business.
In answering the questions enlisted, these possible interventions can salvage the company from
failing.
1. Describe how you would monitor the work hours of the driver/tour guide and the
efficiency involved in those hours – this would also mean you need to identify relevant
problems associated with adjusting staff levels to attain the requested improvement.
This question requires two steps. First is to identify what is to be monitored and secondly
is to establish how to monitor the work. It is clear that there has been complains bus failures
causing delays and overall dissatisfaction of customers hence vehicles and drivers should
be monitored as elaborated in the subsequent paragraph.
Vehicles are important component of the business. Good condition of the vehicles can mean
comfortability and safety of the clients. Therefore, vehicles should be monitored before and
after every tour. This should be mandatory for every vehicle with no excuses tolerated. The
company should maintain a log book where the drivers or any assigned personnel checks
the conditions of the vehicle and even the fuel tank levels before and after the tour.
The company should create and assign the staff in charge of the WHS. This docket should
co-ordinate with the drivers (who also serve as tour guides) to ensure safety and overall
satisfaction of the customers. This person should understand the business operations and
have the necessary skills and competence.
Each driver must be trained well on his or her task. They should understand what the tour
entails. This means that they should prepare adequately prior to the journey. They should
also have the basic bus repair skills like tyre changing. Their competence and performance
should therefore be monitored closely.

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The drivers can also be monitored by installing technological systems like GPS which can
track the position and condition of each driver and the passengers. This updates can give
real time information on the tours and quick action can be taken in case of emergency.
On the case of snake bites and any accidents during the tour, inspections should be done on
tour paths and identify any aggressive animals or anything that endanger the lives of the
customers. Warnings can therefore be issued on customers and their behavior throughout
the journey controlled.

2. Show what consultative process was used to allow for procedures and systems
(including rosters new or amended service provisions) to be adjusted. Show that in
this area, quality assurances can be given so that customers will not be affected and
indicate the time frame involved in your changes.
The changes mainly affects the staff and the customers. This are key players that should
me informed and consulted on any proposed changes in the company. This processes of
involving them include:
Staff.
a) Notification of the staff on the proposed changes like installation of GPS systems to
assist in tracking vehicles. The opinions and suggestion of the staff can be heard during
this stage.
b) Implementation of the changes like installation of the GPS devices and recruiting WHS
personnel. The staff should be trained accordingly in order to adjust to the new changes.
c) Evaluation of overall business after implementation of the changes.
Customers.
a) Notification of the customers of the changes in the business operation and state
clearly whether it has impact on the charges. Confirm to them that the changes are
for the sake of their safety and comfortability.
b) Get the feedback from them
c) Evaluate the customers’ feedback and determine the way forward.

3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene
issues
a) The vehicles should be cleaned regularly, preferably after every tour. This should
be done by competent personnel.

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b) Conduct regular vehicle inspection.

c) Collect customers’ suggestion on hygiene issues using a suggestion box.
d) Sensitize the staff on hygiene and make it a requirement for every staff to observe
hygiene.
e) Deploy a competent personnel to carry vehicle repairs and inspection before the
tour.

4. In your new plan, you must show the delegation process that will be involved. Will
you need new job specifications to be written? If so, how many?
From the preceding answers, it is clear that new job specification will be needed to adopt
the new changes smoothly and ensure high performance of every staff. The staff will have
been notified of the changes and their opinions considered to arrive on unanimous
settlement. To enable smooth changes, the staff should be asked if they are comfortable in
their respective position. The new job delegation will involve:
Table 1. Job specifications
Staff Responsibility
Drivers a) Driving during the tour.
b) Ensure Vehicle cleanness.
c) In charge of minor-vehicle repairs
Meal attendants a) Ensure availability of meals
b) Ensure hygiene in food preparation,
serving and packaging.
Tour guides a) Ensure timely and safe travel.
b) Relay safety and any information to
the customers

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5. Will training be necessary to accommodate the new jobs if this is the option you
recommend the owners to take? Estimate a budget for retraining should it be
necessary
Training for the staff especially drivers will be needed to ensure smooth transition. In-house
training and workshops can be conducted for drivers and meal attendants. This can be done
by inviting an expert in the individual fields to offer the trainings. However, experienced
tour guides can be deployed and they can, therefore, come along with the necessary skills.
Estimate training budget

Activity Budget
Inception meeting to identify the $2,000
requirements of each job.
Materials and resource person $1,000
Training preparation $500
Actual training $ 1,500
Miscellaneous $ 500

6. Describe how day-to-day operations will not be negatively affected with your
proposed changes
a) Ensure trainings are conducted during weekends when there is much operations
going on and most of the staff are readily available.
b) Ensure vehicles are inspected, repaired or cleaned when they are not busy.
c) The GPS devices should also be fixed when vehicles are not in use.
d) New recruits (tour guides) can work with previous tour guides (drivers) to induct
themselves before assuming their roles fully.

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Case Study 2

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?
Elena’s supervisor is opposite sex. Frequent stalking and offensive remarks is likely
indication that Elena may suffer from sexual harassment.
2. Which procedure should be followed to receive a complaint like the one from
Elena?
Sexual harassment is a police case. However, before then, the company rules and
regulations should be used to handle the case.
The following procedure can be adopted:
a) Inform Elena that sexual harassment is a serious offense both in the company
and the country law.
b) Give Elena time to explain everything and note the information.
c) As a temporary intervention, ensure the supervisor’s shift is never the same as
Elena’s.
d) Conduct a secretive investigation and gather as much information as possible
from listening from other staffs conversations.
e) If enough evidence is gathered, summon the two and follow the company
regulation to arrest the matter.
f) Inform the police if the company regulations do not bear fruits.
3. Write a standard operating procedure that can be used to investigate a complaint,
including actions for e.g. EEO and sexual harassment matters.
This is a sensitive matter hence should be taken care with a lot professionalism without
ringing bells. To investigate the matter, the following steps can be used:
a) Confirm to Elena that the investigation will resume immediately and will be
fair.
b) Collecting any evidence available like from CCTV footages.
c) Carry rigorous interviews on other close staff who might be having crucial
information.

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d) Summon the supervisor for interview and note his statement. This can even be
recorded.
e) Consult with legal personnel on the issue and hear his opinions based on the
evidence gathered.
f) Make decision based on the evidence at hand and the legal personnel’s opinion.
g) Make follow-up to ensure such incidences do not occur again.

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

a) As a manger, I should understand all forms of sexual harassment and the
accompanying laws that have provisions on how sexual harassment cases
should be handled. Such laws include the Sex Discrimination Act.
b) I should ensure that the company rules and regulations have provisions for
sexual harassment and other in-human acts like racism.
c) I should report such cases to the relevant authority.

Case Study 3

You are the manager at the Ocean view hotel. During the last 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 4 week period the hotel had 12 complaints related to delays in
meal service, 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 staff does
not think there are any issues.
1. Provide a systematic approach for areas you will investigate
The fact that the staff at the front of-house is not aware of any issue is an indication that
the problem might have emanated from somewhere else. A systematic way to approach
this is to start form the kitchen where the chefs have complained on low capacity of
some kitchen equipment. This should be investigated to ascertain this information. An
investigation on the inside and then outside of the hotel should follow.

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2. Provide solutions for the shortfalls in equipment pointed out to you, given that the
new budget is still 5 months away and major expenditure was just completed to
finish the accommodation areas.
The description that the hotel had spent a lot of funds in completion of accommodation
areas indicates that there is no ready money to procure high capacity kitchen equipment.
To provide a quick solution, customers should be encouraged to make reservations
before coming. The chefs also should optimize the available equipment to ensure the
equipment are not idle at any time.

3. Which aspects will you investigate in the food and beverage/service areas?
I will investigate the hygiene of the area in terms of the freshness of air, space,
temperature and aesthetic features.
4. Provide details for the staff who will be involved in the process.
The team preparing meals are the key team that will need to be trained in order to
improve the quality of the meals. The chefs also can do the research on the meals that
are more appealing to the customers yet they need little input in preparation. Generally,
all the staff should be trained on how to cooperate to make service delivery fast and
meet the customers’ needs.

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.

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This is a typical scenario where the manager has more than one departments to manage.
The manager must not only ensure that the departments run smoothly but also meet the
customers’ satisfaction. Management and organization of the human resources within
and between the departments is very important in this case. For effective development,
the following suggestions should be adopted for the respective departments.
Gym: The staff working in the Gym should me sensitized and motivated to work
together as a team. The management of the Gym should relate well with the rest of the
staff. The staff should support the management and follow the policies guiding the
operation of the Gym.
Restaurant: Food preparation procedures and instruction should be given only by the
chefs-in-charge. This means that new cooks like student cooks can only cook meals
which they have been instructed by the chefs and under the chefs’ guidelines. The same
cooking procedures should hold for all other part time cooks. Also, serving procedures
should remain uniform and no any new and untested techniques of student will be
allowed. The chefs should be strict on cooking and serving procedures to ensure
uniformity.
Café-bistro: Sharing of responsibility should at no time compromise the consistency
of delivering drinks to customers. Roles should be organized by the immediate
management such that at any time there is uniformity and consistency in the beverage
taste.
Service room: The approach should meet the demand of the customers at all times. Part
time workers and students should be told on how to handle different customers
according to their needs.
Mall seating: Both the staff and the people who sits in the seating area should be
informed on the changes. Posters can be posted on the seating area can be mounted on
the area to inform any person in the area on the changes.

2. What are the implications for all existing staff as a result and how will you provide
for overcoming these?
The implications that can emanate from the changes include:
a) Confusion of both the staff and the customers on the new changes and what
necessitated their implementation.

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b) Lack of motivation of worker following ineffective operations and results from

them which calls for changes.
c) The esteem of students and other part time workers may be lowered because of
the sense of guilt.
To overcome such problems:
a) Consult the staff and the customers on the proposed changes and consider their
suggestions. In this case, the communication procedure should be clear to all in
case anyone needs to raise concern.
b) The staff can be prepared for the changes by training them on the new changes.
c) Assure the customers that any changes is aimed at providing better goods and
services to them.

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