You are in your fifth week as the new General Manager of a full-service hotel with 300 rooms. You spent the first four weeks walking around the hotel, meeting leaders and managers, observing the operations, and reviewing reports. A couple of the reports concern you: The HR Turnover report indicates a 65% turnover rate at the front desk. The front desk consistently earns the lowest customer satisfaction scores of any department. Last month, the score was 48%. You meet with the Front Desk Manager who was promoted to her role two months ago. She worked as a Front Desk Agent prior to the promotion and has never worked at another front desk. She seems stressed and overwhelmed. She complains of staffing challenges and sick calls. You meet with the Director of HR who shares an exit interview from the most recent resignation. The agent had worked at the front desk for six months. A direct quote from the documentation: "I am so tired of being yelled at all day. Our customers are always angry and unreasonable. I apologize to them, but I don't really know what to do or what to say. I try not to cry. My manager means well, but she doesn't know what to do either." You continue reading and learn that training at the front desk consists of two days of learning to use the computer, two days of shadowing another agent, and a day of the other agent shadowing the new hire. Based on what you know so far, how do you solve the turnover problem? What steps do you take to build confident front desk agents? How will a reduction in turnover impact the customer satisfaction score? Your submission should thoroughly outline your plan. It should be in Word, 3 - 4 pages long, double-spaced, 12-point font. This work should meet all APA guidelines