Managing International Hotel Group’s Harmony Week Event – AMFS

Background Information

This is to notify to the management that as per the given feedback, maximum number of the consumers is satisfied with the service of the hotels. They have enjoyed the service and the stay in the hotel and they have confirmed to recommend the name to others as well, which is highly beneficial for the organizational growth. Due to high quality service the rate of losing consumers and visitors complaints are also very low. Thus, it can be understood that service quality of the organization is highly efficient.

Workplace operations play major role in the organizational development and in achieving the organizational goal. As per the given case study, it can be noticed that as the internal operations of the organization are functioning properly, it has helped the organization to meet the satisfaction level of the consumers, which has helped the organization meet their target to achieve the leading position in the industry. Otherwise, it will not be possible for the organization to make its mark in the industry, which is harmful for the organizational goal.

However, there are some issues that need to be addressed by the authority of the International Hotel Group that are as follows:

• The organization takes long time to respond to any booking, which is not suitable for an efficient organizational process, as clients will not wait for the response of the organization.
• The organizational authority often fails to implement and adopt modern techniques within the organization that may affect the organization in negative manner.
• Some policies of the organization need to be modified, such as- minimum 2 nights policy, restrictions in room accommodation and so on.

Modern technologies have made the life of people easier than earlier. Thus, International Hotel Group can also use modern techniques to provide better service to their consumers. They can respond instantly to the booking application of the consumers by using modern applications. Moreover, they can offer the opportunity to the consumers to choose their favorite room and spot in the hotel through modern technologies. It will be helpful for the organizational growth.

Hotel industry is growing high day by day by adopting modern techniques and increasing the efficiency level. Thus, in this scenario International Hotel Group also maintain its competitive advantage according to the market trend. They can associate with travel planning companies that take the responsibility of planning the entire holiday of their consumers. Partnership with these companies will help the organization to reach to its target market and convey their message to them.

In order to maintain the sustainability in day to day operation and to build a good image in front of the client and society, the organizational management can reduce the carbon emission in their activity and they can increase the use of solar energy within the organization. It will improve the sustainability.

After the meeting, it can be understood that although the organization is performing very well and the feedback of maximum consumer is positive about the service quality, there are some issues that can be harmful for the organizational growth. Thus, in order to overcome these issues, the organizational management must pay close attention to the recent market trend and adopt the modern technologies that will stimulate its organizational functions. Otherwise, the organizational authority will not be able to compete with the rival companies.

The organizational management must adopt innovative methods to offer their services to the consumers, it will increase their efficiency level, as now a days nobody wait for 48 hours for the response from the hotel. These issues must be considered by the management of International hotel group and resolve these issues before the event of AFMS.          

• Receive all the delegates from the entrance.
• Provide them the key of their room.
• Serve food and drinks to their rooms according to their preference.
• Receive them from the room and lead them towards the event hall.
• After the end of the program, offer food and drinks to them.
• Organize the seating arrangements in the event venue.
• Decoration and light of the hall.
• Look after the medical need of all the guests.
• Look after the safety of the guests.
• At the end of the event help the guest to check out from the hotel room.

Part 1

To

The Management

International Hotel Group

Sub- Request for Additional Staff

Sir,

This is to draw your kind attention that Australian Multicultural Foundation, Sydney is going to organize a cultural event in your hotel, which will be started from 10^th June, 2016 and will last till 16^th June, 2016. Twenty delegates from different cultural background and huge number of scholar and other respective people will be attending this event.

Thus, being a responsible executive, I want to request you to provide some additional staff during the previously mentioned period, so the event can be organized smoothly, because there is a lack of experienced staff that can extend their support during this event.

I will be grateful to you if you will consider my request and do the needful.

Thanking you                                                                                              Yours’ Faithfully

                                                                                                                         Rick Adams                    

Designation: Supervisor

Date: 12.6.16

Mr. Jack, I have gathered some information about employee management of this organization recently. Then I have come to know about a fact that will not be appreciated by anyone and harmful for your career growth as well. Mr. Jack as you know the success of any organization is dependent on its team work and its employees. Thus, being a responsible team leader of the organization, I will expect you to respect your team members and encourage them for better performance, as their effective performance will influence your performance in a positive manner as well. Thus, please maintain a healthy environment within the workplace and respect each other.

Rick Adams

Programming Head

Date: 12.6.16

1. Performance of Employees: The performance of the employees is very much efficient. We are grateful that every employee has put their best foot forward for us to make this event a successful one. However, there are some small issues that have been faced, like absenteeism of some employees and conflict between some employees due to cultural barrier and language gap. There is a need of training for new employees as well.
2. Experience of the Delegates: Delegates are also overall happy and satisfied with the service quality of the organization. However, the employees must be aware that their conflict may not put any impact on their performance quality, as some delegates have claimed that they are not offered and served food at the right time.
3. Ideas about Multicultural Organization: It is important for the every employee of the organization to know that being a multicultural organization, it is important for them to overcome the cultural barriers while working with others, as they need to work as a team for the organization. They must communicate more with their fellow workers and build a friendly bonding with them. It will put a positive impact on their as well as organizational performance. At the same time, they must appreciate the hard work of other team members to motivate them. It will bring peace and stability in the organization.

Part A:

The recently help event has been proved as an eye opener for the International Hotel Group, as it has helped us to understand many loopholes of the organizational structure, which was earlier unidentified. Some key problems of the organization are: cultural barrier, communication gap, lack of experience among the fresher employees and so on. Some recommendations for the improvement of the organizational performance has been mentioned below. They are as follows:

Problem Identification and Resolutions: These issues must be addressed by the authority of the organization soon. Various fun games and discussion sessions will be organized, as through these processes employees will get to know each other properly and understand each other. Moreover, training sessions will be conducted for every employee of the organization to teach them modern techniques of the industry.

Managing with Inadequate Staff: In order to manage with inadequate staff, it is important to teach the staff members all the techniques to meet the satisfaction level of the consumers. Moreover, some bonus and incentives can be provided to the staff members for over-time and over-loaded work.

Managing Poor Staff Performance: In order to manage the poor performance of staff, training session can be the only solution. It is not possible to hire experienced employees over night. Thus, we must train the existing staff, so they can improve their performance.

Managing discrepancies in service: In this scenario, we can apologize to the client for the issue and assure them for better performance in future. Moreover, we must pay close attention to the performance of each staff to make sure that the services that are being provided to the employees are of high quality.

Handling Delays and Difficulties: For any kind of delay we need to apologies to the clients and we can provide them some extra facilities to resolve the issue.

Procuring Appropriate Equipments: At first it is important to understand the market trend and requirement of the clients while procuring equipments. Moreover, the organizational budget must be designed in such a manner, so heavy amount can be contributed in this section. It will be helpful for the organizational growth.

Thus, from the previous discussion, it can noted that how to use manage the issues and challenges of an organization during emergency.

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