Reference no: EM133664307
Case Study:
-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 make 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. Make 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.