This is a case from Supervision Today 7th edition. It needs a brief paragraph of

Question

This is a case from Supervision Today 7th edition. It needs a brief paragraph of premise and then the answered questions. Thanks.

THINKING CRITICALLY Case 6-A: Walk the Talk The hospitality industry has been hit hard by the eco- rooms cleaned to an impeccable standard, an inm is a critical component in hard consideration since cleanliness customer nomic turmoil. Not only are families not going on vaca- tion, many companies are curtailing business travel. Hotel satistaction cupancy rates were down over previous years and for sted to continue their decline in coming years. Hotel managers recognized that to attract guests and keep them turning, they had to offer exceptional service That's why so many are taking control actions to ensure RES PONDING TO THE CASE to the customer service. 1. Refer to the steps of the control process (Exhibit 6-1 do the steps taken by the Florida Where in the process resort hotel fall? that employees are working efficiently and effectively t provide that service 2. As a supervisor, do you think the $10 test is a fair and It's called the $10 test.1 Managers at a Florida resort hotel felt that the instructional videos they used to train appropriate method to measure the performance of staff? Why or why not? housekeepers on how to quickly and effectively clean 3. Describe which type(s) of control(s) is/are ill guest rooms didn't seem to have a lasting impact. So they began doing surprise inspections evaluating room in this case. How do you know? on the video information. A manager R. A. Clark, M. D. Hartline, and K. C. Jones, "The Effects of Leadership Style on Hotel Employees' Commitment to , and then go through the Service Quality," Cornell Hospitality Quarterly (May 2009), om and look for areas not up to cleanliness standards. 209-231; C. Crowell, "Staff Management Is Key for Smaller Management, February 2009, 4+ would choose a room that had just been cleaned, place 10 one-dollar bills on the bed, If, for instance, a hair was found on the bathroom Budgets," Hotel & Motel the inspection, any money left on the bed after the inspection. However, after doing the "tests" for Delivery," Caterer&Hotelkeeper;, June 1 nspections. And managers got what they wanted.. guest Train to Please," Training (March/April 2008), 34-3 ounter or in the tub, the manager would pick up a G. Withiam, "Scripts Can Ensure Quality but Must Be Used dollar. Other cleaning "mistakes" also cost a dollar. After Carefully," Hotel & Motel Management, January 19, 2009, 20 B. De Lollis, "Most Hotels Likely to See Occupancy Rates Fall Next Year," USA Today Online, November 11, 2008; G. Kranz, was given to the housekeeper as a bonus. At first, the housekeepers ented the "$10 tests" because there wasn't much left "Hospitality's Online, September 200 Sharpened Focus," Workforce Management 8; A. Dombey, "How To: Excel in Service 12, 2008, 57; M. Nelson, time, most of the housekeepers ended up with an extra "The Ten-Dollar Test Toward Customer Satisfac $9 or $10 and actually started looking forward to the Housekeeping Today, May 2008, 5+; and H. Dolezalk. W

Explanation / Answer

Answer 1:

The steps taken by the Florida Hotel fall in the 1st and 2nd steps of the control process which is Measure Actual Performance as the random inspections measured the cleanliness of the rooms and checked the results against standards which are already set.

Answer 2:

As a supervisor I do feel it is a good method since it incentivizes the housekeepers to do better work instead of penalizing them. If they do a good job then they get $10 extra if they do not then there is no pay cut.

I agree with the incentivizing quality work and not penalizing it

Answer 3:

The controls that are illustrated in the case are:

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