Assessment Brief You have recently been promoted to a position of Customer Service Manager of a Global Hotel Chain Snooze Lodge. You have a team of four and half who work directly under you. For this assessment you are to use the roster you developed in Assessment 1. If your trainer recommended any change you are to implement these before continuing. Part A: Case Study You have developed the roster for the month (30 days), using the various contingencies listed. You have noticed during the month of the roster that some issues have arisen. You will need to determine how you will amend these issues. s Scenario1-Thereis a surge in hotel reservations for Week 2 of the month. This means that check out and check in times are very busy and guest wait times on the first day of the week rose 10mins. How will you overcome this issug? e Scenario 2 - In week 3 on day 4 the Internet Wifi went down and your team was unable to complete the internet booking of reservations. What will happen to this backlog of work and how will you overcome this? e Scenario 3 - Higher management are looking at finances for the whole hotel and determining where to cut costs. They have asked if you can work out whether you need the casual staff member to work as much as they do. You are to go through the roster and determine if you can cut at least 5 hours a week from Sue or propose an alternative. Example of an alternative proposal- have Alex complete more hours in the cleaning team instead. e Scenario 4 - Higher management has asked you to research ways to improve efficiency and service levels, and whether there are any updated technologies or sustainable practices that you can implement. Explain how you would proactive consult with colleagues/ staff members and the team on these issues. Include in your answer o how you would challenge and test the ideas in a positive and collaborative way, o how you would encourage individuals who raise problems to help provide solutions and o what follow up actions you would take to monitor the effectiveness of the solutions. Part B: Role Play As a manager of the Customer Service Team it is your job to provide feedback and monitor team / individual performance against agreed goals and objectives. You are to complete a Staff Performance Record on two of your tearn members- Rick and Paul. (Template provided- ) To complete the meetings you will pair with a fellow student and they will play the role of Rick and Paul to answer your questions on the template. This does not have to be videoed. The template must be filled out for each staff member- one for Rick and one for Paul. Consider the following points when filling out the Staff Performance Records- e Scenario 1- Paul has only been with the company for 2 months, and is still in his probation period. You have witnessed he needs some help in developing his skills in the use of the online system. You will devise a training plan to help him increase his skill in this area, including the staff members that will help him (including you) and timeframes. You will also need to make sure to add goals and objectives that Rick needs to reach in order to help him through the probation period and keep his role in the team. e Scenario 2 - After looking back at the staff roster and the time sheets you noticed that Rick had every Monday off work. In the meeting, how would you address this issue and formulate a plan to proactively mitigate it in the future? Performance review discussion plan Before the discussion What were your employee's individual performance goals for this performance cycle and how well do you think they've performed against each of their goals? -] What has your employee done well? What could your employee do better? During the discussion How does your employee think they've performed against each of their goals? Does your employee have any feedback or concerns? Did you discuss the employee's career goals and future within your business? What individual performance goals have you and your employee agreed on for the next performance cycle? What support have you agreed to provide to your employee to help them reach their goals? When will you next meet with the employee to review their performance? What are the next steps? For you: For your employee: \fNotes: 1. Opening-Shift: Responsibilities contain organizing room cleaning priorities, cleaning the hotel lobby and handling customers" reservations and checkouts. 2. Mid-day Shift: Employees should handle reservations, address the cleanliness of the lobby and assist customers with queries. 3. Closing-Shift: Responsibilities contain balancing tills, closing registers, final cleaning of the lobby, assisting late check-ins, and ensuring security measures. 4. Closing Security: Two staff employees, containing Alex, to ensure the safety of late-night process and operations. 5. Jane's Holiday (15th-25th): regulated roster to suit her absence. 6. Paul's Days Off (7th-10th): Paul is not scheduled among these days. 7. Sue's Exam Block (Last week): Sue is not obtainable among the last week according to exams. 8. Increased Customers (14th-21st): Alex participates 60% of his time for cleaning among this period. 9. Lunch-Breaks: Ensure two staff employees are on duty to overlay for one having lunch