PROBLEM IDENTIFICATION Essay Example | Topics and Well Written Essays - 750 words

PROBLEM IDENTIFICATION - Essay Example These two areas are very important because the front office provide the first impression that guest have about a hotel. The front office agents must therefore exhibit high standards of mannerism in greeting guests, welcoming them; smiling and having guests feel at home. The root cause of negative mannerism and knowledge at the San Francisco Marriott Marquis hotels front desk services can be categorized as inadequacies in personnel, procedures, policies and equipment. The weaknesses on the blueprint are on the physical evidence and the onstage employee action areas since they affect customers’ actions. In the blueprint for the Marriott Marquis Hotel, front office is physical evidence. Physical evidence in this case is the environment and people within the front office area. For every moment of truth and each action taken by the customer, the physical evidence that customers come into contact with is critical (Baum & Odgers, 2001). Front office consists of tangibles, that customer come into contact with that are likely to influence how business customers perceive quality at the Marriott Marquis Hotel’s front desk. Poorly arranged front office will deter business customers from booking the hotel. Onstage employee action is the second area on the blueprint that is affected by the weaknesses mentioned above. Front office are onstage employees and are actively involved in making reservations, giving suggestions, phone calls receiving, manage registration process, fulfilling guest needs/delivering bags, solve their problems, and process the registrations of their business customers. There is high degree of interaction with business customers in the blueprint thus the type of interaction influences their action. Poor manners and knowledge by front office agents will definitely results into poor guest experience and impression of the hotel. In this respect, personnel attributes such as poor training, attitude, poor communication etiquette, bad customer

Organizational Leadership Term Paper Example | Topics and Well Written Essays - 2750 words - 2

Organizational Leadership - Term Paper Example Resources should be readily available for organisation’s operation to flow smoothly on a daily basis. When resources are insufficient in an organisation, activities in various departments are delayed. This delay affects the pace or timing or achieving set targets and objectives. For organisational goals to be achieved, effective strategies have to be outlined, and required resources have to be availed. Also, the organisational leadership has to be outstanding. This paper will analyse concepts in organisational leadership and implications of theory X, Y and Z leaders in modern organisations. According to theory X, employees in every business organisation do not like what they do. It argues that employees must be forced to do assigned duties and responsibilities, through pressure and control from managers. In a business organisation, the most vital resources are the human ones. These resources (employees) determine the success of the organisation in its quest to achieve its goals and objectives. The way they execute assigned duties enables managers to check whether objectives are likely to be realised or not. Leaders in an organisation are responsible for performance of employees. They are required to set a good direction that should be followed by all members within the organisation. The direction set is vital in outlining how things should be run in the company. Theory X states that for all operations to run as planned, the leaders in an organisation should be harsh. They need to be strict, and on employees’ heels so that good results can be realised, at the end of specified period because theory X gives authority to management not to involve employees when making vital decisions on behalf of the whole company. Management only consult among themselves when coming up with plans and strategies to counter uncertainties. The fast decision making process is vital to an organisation since decisions are made quickly, hence minimising