Monitor Work Operations

SITXMGT001

CASE STUDY 1

The Rockstone is a small private hotel in one of the inner city suburbs
of Melbourne, owned by a young couple Frank and Josie Brown. The
Rockstone aims to provide a speciality upmarket service to the
discerning visitor to Melbourne. It has 25 rooms and a dining room
that is open to the public as well as guests.

There have been some problems of late in relation to some of the

housekeeping services. Because of the size of the hotel, some of the
staff has more than one role and there seem to be too many peaks and
troughs in terms of workload.

The relevant service staff is:

 Fred and Wilma, who are responsible for cleaning all guest
rooms, guest sitting rooms and the foyer
 Barney, who cleans the kitchen and staff areas
 Betty, who is a part owner, looks after the purchase and control
of cleaning equipment and chemicals, guest room linen and table
linen, special requests for guests, care of floral and plant décor,
guest valet and dry cleaning.

The main problem is that Fred and Wilma are not always managing to
clean guest rooms and the foyer/sitting rooms after guests check out in
time for the arrival of new guests.
Barney, who works from 3 to 11pm, finds that he is not busy enough
between lunch and dinner.
Betty, who acts as manager of the housekeeping services, is trying to
work out how to organize things better so that these problems will be
resolved.

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 QUESTIONS

1. What are the main housekeeping problems at the Rockstone?

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2. How might you go about assessing the staff workload and workflow?
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3. What options might Frank and Josie have for improving the situation?

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CASE STUDY 2

Mickey is a staff member who reports to you. He has been in his job for
six years working as a cleaner in the housekeeping section that employs
both of you. You have noticed that in the last 2 – 3 months his workrate
has gone down and that he seems to lack any real interest or motivation
in his work.

You have decided to talk with Mickey in your office.

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 1 List the questions you have prepared to ask him.
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2 What body language or signs would you look for in Mickey? What do
these mean to you?
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3 Do you have any suggestions for making her work more interesting?
If so, write them down.
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This study source was downloaded by 100000798036522 from CourseHero.com on 11-17-2022 04:09:22 GMT -06:00

https://www.coursehero.com/file/32491140/CASE-STUDY-Monitor-Work-Operationsdocx/
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