Page 120 - DMGT106_MANAGING_HUMAN_ELEMENTS_AT_WORK

Managing Human Element at Work

Notes

Hotel Mangalore Private Ltd.

otel Mangalore Private Ltd., is located in Hampankatta, Mangalore. It is at a
distance of one km from Mangalore railway station. Started about two years
Hago, it is now attracting business customers from all over the country.
Mr R.K. Shetty who has served in five star hotels in Mumbai and Chennai wants to make
it the number one hotel in Mangalore.
The staff and employees of this hotel are recruited locally. Since most of them do not
have any experience of working in five star hotels, they do not have the attitudes and
skills to deal with the hotel’s customers. In contrast, the supervisory staffs are qualified,
with degrees in hotel management and have undergone intensive training in five star
hotels in Mumbai before joining Hotel Mangalore. However their assistants in the front
office, lobby, restaurant. Kitchen and housekeeping do not have any formal training in
their respective jobs. The supervisory staffs therefore finds it difficult to give them
suitable instructions. The employees and staff are not of the standard expected of them
from the business customers, who compare the service at Hotel Mangalore with other
five star hotels. Of late, there has been increasing number of complaints about cleanliness,
housekeeping, room service and service at restaurants.
Mr Shetty had called a number of meetings with departmental heads and supervisory
staff. They strongly recommended a formal training programme for staff and employees
of the hotel. It was therefore agreed that suitable training be given to the staff and
employees. However, the supervisory staffs do not wish to relieve the staff during
working hours and the staffs are not willing to attend the training programme after
working hours.
You have been appointed as management consultant for Hotel Mangalore and have been
asked to give a comprehensive training plan for the employees giving the needs, duration
of training, contents, methodology, resource persons, and a formal appraisal method to
evaluate the effectiveness of the training programme.
I.G. Ferns and Advertisers

Ivan Gandoo has been working in LG. Ferns and Advertisers for about five years as a
copy man. As copy man he is required to design advertisements for newspapers and
magazine for the company’s clients. He must work closely with the girls in the
photography section with members of the sales and promotion department and with the
vice-president who is in-charge of the sales and promotion department.
Ivan is an extremely enthusiastic worker with many good ideas. But he has considerable
trouble in dealing with people. He is too impatient with the girls in the photography
section and is constantly chasing them to finish his own work in time. On one occasion
he went into the ladies dressing room where the girls were putting make up and asked
them to speed up. Though the girls expressed their displeasure they did not complain.
He makes it clear to everyone that his ideas are always the best and this is not taken
kindly by others in the sales and promotion department. On another occasion, during
a conference, when the Vice-president was making a speech, Ivan cut the speech short
by an aggressive answer. It was a good answer and the Vice-president took it sportingly.
He even congratulated Ivan on his innovative ideas.
Though the girls did not complain and the Vice-president did not mind, some others in
the department thought that Ivan did not behave properly. Ivan always created
unpleasantness wherever he went.
Contd...

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