Hospitality Case Study

Only available on StudyMode
  • Topic: Employment, Weekend, Workweek
  • Pages : 7 (2507 words )
  • Download(s) : 68
  • Published : February 4, 2013
Open Document
Text Preview
The Bagel Hockey Case
Audrey Swanson
January 26, 2012
HRTM479: Perspectives on the Hospitality Industry Spring 2013/ Class #5662 Doctor Dipra Jha

Executive Summary
The major issues present in the “bagel hockey” conundrum are that the employees are unhappy and lack enthusiasm for their job, a few “games” have been created by the same unenthusiastic employees which have led to a decrease in the quality of customer service as well as an appreciable loss of food, the supervisors in this situation are not doing their jobs, and finally the manager of the cafeteria has created too much of a lax atmosphere that was conducive to these behaviors. The majority of these problems stem from the lack of employee enthusiasm for their job, so it is important that the issue of low employee morale be dealt with first and given the most attention from the manager. In order to combat the morale issue employees should be rewarded for good work (through a program like employee of the month) their accomplishments recognized and praised through the use of a comment card box, and finally employees need to be posed the question “what would make coming to work more enjoyable for you?” The second issue can be solved by using these same tactics as it can trace its origin back to the first issue. The third issue needs to be combatted through a training session for the supervisors where they are reminded of their job descriptions. Finally the fourth issue can be solved through the presence of Mrs.Laraby being felt more around the Cafeteria, especially on weekends.

Table of Contents
Executive summary…………………………………………………………….page 2 Table of contents………………………………………………………………..page 3 Issues statement………………………………………………………………..page 4 Analysis…………………………………………………………………………...page 4-5 Alternative Actions……………………………………………………………page 5-6 Recommendations……………………………………….…………………...page 6-9 Implementation………………………………………………………………...page 9-10

Issues statement
There are many issues here that require managerial attention. First of all, and most importantly, the weekend employees of the Cafeteria do not enjoy their job. Secondly, many “games” have been created to combat the boredom and they have led to a reduction in good customer service as well as one of them causing a loss of appreciable food. Thirdly, the supervisors are not doing their jobs. Finally, Mrs.Laraby has created too much of an atmosphere that is conducive to and led to these behaviors from employees. Analysis

The biggest problem in this organization that the majority of the other issues can be traced back to is that the employees of this facility do not enjoy their jobs. There are multiple statements made throughout the text that give evidence to this claim. First of all the job was not considered desirable and it was stated in the text that it “had been the last resort choice by every weekend employee,”( pg 112). If this alone is not enough to show the employee’s discontent with their job then perhaps the fact that “all employees performed the essential tasks that their jobs demanded of them but without much enthusiasm,”(pg 112) demonstrates the employees lack of excitement when it comes to working in the cafeteria. This is the core of all the other problems. Since the workers were so bored with their job, they created these “games” to entertain them, with baseball being the most problematic as “only baseball ruined any appreciable quantity of useable food” (pg 113). The fact that these games exist, as well as the fact that these games have led to a decrease in good customer service (since they distract employees to the point where two employees are left to service a huge influx of people) and a loss of appreciable food, is the second biggest issue. To address the third we must work under the assumption that the employees formed their friendships because there was little else to do and they were certainly not completely focused on their job, again evidenced by their apparent lack of...
tracking img