Reference no: EM133183404
Case study
Michaela has been appointed to the position of supervisor of a work team at reception in a hotel.
Her task requirements are to:
book in and check out guests using credit card facilities
provide information to guests about city events and local attractions
transport light and heavy baggage between the reception area and guest rooms
liaise with other departments within the hotel such as Room Service and Maintenance
provide amenities to guests, such as TV guides, remotes, toothpaste etc
complete minor fault repairs for rooms, such as cutting new entry cards, opening jammed doors, re-coding faulty televisions
support contractors and suppliers that require access to rooms and facilities.
This is Michaela's first supervisory role and she wants to be adequately prepared. She decides to develop a work plan and apply self-assessment and feedback tools to assess her own performance.
1. What technique could Michaela use to prepare her personal plan and establish her priorities? Choose one (1) and briefly explain how it works
2.Based on the task requirements of Michaela and her team, list two examples of each of the following that Michaela will need to include in her work plan:
- Workgroup targets
- Resource requirements
- Stakeholder needs
- Uses of business technology to improve performance
3. Describe two (2) methods of self-assessment and explain how these would help Michaela to review her personal work performance
4.Identify two (2) different ways Michaela could obtain feedback on her work performance from others (such as guests or team members) and how this would assist her and her team
5.How could Michaela analyse the feedback she receives? Give two (2) examples