-You should make a roster according to the following information

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. You are to develop a staff roster for the month in Part B taking into account various contingencies. You are to create a roster for one month (30 days). You have four and half (4.5) staff members and yourself. Jane and Paul work 38 hours a week (full time), Rick works 25 hours per week (part time), Sue works a minimum of 3 hours per shift up to 30 hours a week (casual hours) and is not available from Wednesday to Friday. There is also a floater who works both the lobby and cleaning team- Alex, they are full time and split their hours 40/60 between each team depending on needs. You are a full time employee. Jane has worked for the company for 3 years and is usually the next in charge when the manager is not on the floor. Paul has only been with the company for 3 months and is still learning. Rick has intermittently been part of the company for three years, experiencing periods of on-and-off engagement due to frequent travels. Sue has 2 years experience and is still at university. Jane is going on holiday during the month from the 15th till the 25th. Paul needs to have three days off from the 7th till the 10th. Sue has let you know that she is not available for the last week of the month due to a university exam block. Rick has no commitments coming up so far. There is an increase of guests for the second week of the month, hence Alex will help in the cleaning team 60% of the time rather than 40%. Opening happens at 8.00am and close is at 9.00pm. The busiest times of the day are guest check out at 10.00am and check in time at 2.00pm. Guests start checking out from 9.00am and usually arrive from 2.30pm to start checking in. There must always be at least one person on to open and two to close. Lunch happens 4 hours after a staff member starts work and can be either half an hour or an hour long, depending on the length of the shift (5- 6 hours= half an hour, over 6 hours=1 hour long). There should always be two people on over lunch break to cover for one staff member taking lunch. Opening requires cleaning of the hotel lobby and organising which rooms need to be cleaned first after one guest checks out at 10am and before the next guest checks in at 2pm. During the day the staff are required to maintain the hotel lobby area to be cleaned, take reservations over the phone and internet booking system and take guest queries through the internal phones and over the counter. Closing consists of closing down the registers, making sure all money tills are balanced and put in the safe in the office, final cleaning of the lobby and shut down of the computers. The staff are to field any late check ins and also make sure the doors are turned from automatic to Room Key only opening. There have been problems in the past with rowdy guests so management updated the procedure to have two staff members close the lobby at all times. Security is also on hand from 8pm but they are handled by another team. 1. Create a roster using the above information for the month. You may put this information in a table or format that is suitable to display the different shifts and dates etc. 2. Remember to delegate which staff members will be doing what during the shifts, opening duties, internet reservations, handling customers etc. END - 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. e Scenario1-There is 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 mempber 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. 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? 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 team members- Rick and Paul. (Template provided- M4-guide-to-managing-underperforman X (fairwork.gov. ) 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 mazake 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. \fDuring 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