Christine Daine F.

Baccay BSHM301
Jaypee O. Bautista

ACTIVITY: CASE ANALYSIS

1. What is the problem based on the case? If you were the General Manager (GM),
how would you solve such a problem? Discuss your recommendations.

The problem in the case is that there is miscommunication between the Housekeeping
Department and Front Desk Department. The cleaning crew already notify the desk clerk about
their schedule in the 8th and 7th floor that they have a general cleaning on Wednesday morning,
but they faced a lot of occupied rooms in both floors because of that the hotel needed to pay for
the charged because of failing to comply with the contract. The front office department
responded that there must be wrong in the computer systems that is why the conflict happened.
If I were the General Manager, I will send a formal letter to the company of the cleaning crew
regarding to the issue, I will assure that It will not happen again and pay to the charges that the
Hotel have violated in the contract. In terms on the Department, we should conduct weekly
inspection to the computer system. I will also strengthen the connection, communication is
important especially in Front office department since they are responsible in communicating with
all other departments in the hotel. I should always monitor if the front office is already
communicate with the other department, the front office staffs also should communicate with
each other to provide the best possible guest services.

2. What key job functions and roles of a GM are exercised in solving this case?
Support your answer

The GM shows being an Organizational Developer because the problem in the case is about a
miscommunication between the two departments of a hotel which is the Fronts office and
Housekeeping. To solve the problem it is needed to have an intense communication and
interaction between the General Manager and the subordinates. As a General Manager it is a
responsibility to direction, staffing, and motivating the subordinates. He/ She should seek and
analyses the outside and inside information then transmit it from both inside and outside to the
members of the organization.

ORGANIZATIONAL DEVELOPER

 Liaison
 Monitor
 Disseminator (both external and internal information)
 Entrepreneur Resource
 Allocator (own time, programs and funds)
 Leader