Case Study

As Operations Manager of Fresh Catering, Laura Gladstone is always on the lookout for potential managers.The company has been cautious in hiring this year because of decreased demand due to the current economic climate. However, the company has embarked on a new venture and has begun producing ready-to-eat meals for the Australian domestic market and needs a production manager to take over and run the section.

Fresh Catering has been known as the leader in its field, with its success due to the hard work and capable management of Laura and the management team, Laura has developed over the years. Laura has always believed in the people she has hired and is always fond of telling everyone who asks about the secret to Fresh Caterings success that, "Our most valuable assets are our employees.And our most valued employees are our leaders who manage our business".

Laura's latest applicant is a young man named Robert Whitman who has just completed a double degree in Business Management / Communication.Robert's experience does not meet the initial criteria for the current position, but Laura thinks he may be a strong candidate and good prospect for a future manager and is looking to see if he might fit the profile for the junior manager program.

Robert currently works two jobs, one part time in a supermarket as a checkout supervisor, and the second as a casual construction labourer. Roberts only other employment was as a part time clerk in an accounting firm.

Although not the most impressive record, what strikes Laura is Robert's burning desire to get ahead - to succeed, to make something of himself, which was evident from his application/resume.

Robert's job in the supermarket was checkout supervisor, responsible for training and supervising 11 other supermarket staff.The job also entailed checking each register to ensure that the tapes and the money tallied.

When Laura telephoned the store manager for a reference check, the manager gave a glowing account of Robert's job performance.

According to Robert's application form, Robert is the leader and informal spokesperson for his local cricket club and president of his local chess club.At his first interview with Laura, Robert exhibits an almost contagious enthusiasm for honest work, his belief in others and a desire to succeed.

Laura asked Robert why he wanted to be a manager and why he thinks he will be a good leader.Robert thought for a moment, then replied: "First of all, I know I can do the job.I have had experience in food handling in a supermarket and I know figures and bookwork.Also, I think I know how to handle employees.I believe that people like to see their boss have a strong hand and exercise sound and strong control. They like a manager who is not afraid to make decisions and who will make them quickly.They like a boss who runs a tight ship.And I think that all of these things apply to me. I am not afraid to make a decision.And I certainly don't mind telling an employee to do something.Furthermore, if an employee isn't performing, I don't mind giving a reprimand.And I don't believe in "suitcase management" - carrying people who aren't pulling their weight".

He paused, before adding."I believe that I'm a born leader.I've always wanted to tell others what to do.Even when I was little, I always wanted to lead the rest of the kids on my street - to tell them what we would do, to be the captain of the team. For these reasons, Laura, I know that I could be one of your best managers within a year.I'm sure that I can run one of your section and increase business and profits.I'm a hard worker.I don't mind long hours, hard work and tough goals.Give me a chance and I will prove to you that I can get results".

Laura explained that if success the role would be as an assistant manager, on the junior management program, working alongside the production manager. As Fresh Catering is a seven day a week operation Robert would be running the shift in the absence of the production manager.

Thanking Robert for coming to see her, Laura explained that she is interviewing several other candidates and will let Robert know her decision in a few days.The two shook hands, Robert thanked Laura for her time and departed.

questions ared belows:

1. What leadership style would you say Robert prefers?
2. Would this leadership style be effective in a hospitality environment?Why/Why not?
3. Which motivation theory could Robert study to help him in his new work environment?Explain how he could apply this theory in the workplace
4. Describe five (5) strategies Robert could put in place to develop/strengthen teamwork?
5. Describe the steps Robert could take to establish an effective monitoring system for the management of staff and operational procedures
6. Outline how Robert could monitor and support team members.Why is this necessary?
7. Describe how Robert could use effective delegation to develop his staff