Preeti was promoted three months ago from reservations supervisor to front-desk manager for Regency Hotel, an independent, 330-room hostelry.
Preeti was promoted three months ago from reservations supervisor to front-desk manager for Regency Hotel, an independent, 330-room hostelry.
Assignment Solutions, Case study Answer sheets
Project Report and Thesis contact
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ARAVIND – 09901366442 – 09902787224
Human
Resource Management
Part one:
Multiple choice:
I.The following is (are) concerned with
developing a pool of candidates in line with the human resources plan (1)
a) Development
b) Training
c) Recruitment
d) All of the above
II. The following is (are) the key
components of a business process Re-engineering program? (1)
a) Product development
b) Service delivery
c) Customer satisfaction
d) All of the above
III. The actual achievements compared
with the objectives of the job is (1)
a) Job performance
b) Job evaluation
c) Job description
d) None of the above
IV. Performance development plan is set
for the employee by his immediate boss. (1)
a) Employer
b) Department Head
c) Immediate boss
d) Any of the above
V. The following type of recruitment
process is said to be a costly affair. (1)
a) Internal recruitment
b) External recruitment
c) Cost remains same for both types
VI. The following is (are) the
objective(s) of inspection. (1)
a) Quality product
b) Defect free products
c) Customer satisfaction
d) All of the above
VII. Which of the following
is an assumption of rationality to rationale decision making? (1)
a. Preferences are clear
b. Final choice will maximize
payoff
c. The problem is clear and
unambiguous
d. All of the above
VIII. ___________ is accepting solutions
that are "good enough". (1)
a. Bounded rationality
b. Satisficing
c. Escalation of commitment
d. None of the above
IX. The three important components in
aligning business strategy with HR practice: (1)
a) Business Strategy, Human
Resource Practices, Organizational Capabilities
b) Marketing Strategy, Human
Resource Practices, Organizational Capabilities
c) Business Strategy, Human Resource
Practices, Organizational structure
d) Marketing Strategy, Human Resource
Practices, Organizational structure
X. The basic managerial skill(s) is(are)
(1)
a) To supervise
b) To stimulate
c) To motivate
d) All of the above
Part Two:
1. What is the nature of
Human Resource Management? (5)
2. What is Human Resource
Development (HRD) (5)
3. Discuss the future trends and
challenges of HRM? (5)
4. What is manpower planning? (5)
Section
B: Caselets (40 marks)
Caselet 1
Sanjay Nagpal is a new recruit from a
reputed management institute. He is recruited as a sales trainee in a sales
office of a large computer hardware firm located in Chennai. Raghvan is the
zonal sales manager responsible for overseeing the work of sales officer, field
executives and trainee salesmen numbering over 50 of three areas namely
Chennai, Bangalore, and Trivandrum. The sales growth of the products in his
area was highly satisfactory owing to the developmental initiatives taken by
respective State Governments in spreading computer education. Raghvan had
collected several sales reports, catalogues and pamphlets detailing the types
of office equipment sold by the company for Sanjay’s reference. After short
chat with Sanjay, Raghvan assisted him to his assigned desk and provided him
with the material collected. Thereafter Raghvan excused himself and did not
return. Meanwhile, Sanjay scanned through the material given to him till
5:00pmbefore leaving office.
Questions
1. What do you think about Raghavan’s
training program? (10)
2. What method of training would have
been best under the circumstances? Would you consider OJT, simulation or
experiential methods? (10)
Caselet 2
Preeti was promoted three months ago from
reservations supervisor to front-desk manager for Regency Hotel, an
independent, 330-room hostelry. She enjoys her new management responsibilities
and is pleased that the occupancy rate averaged 94 percent last month, way
above the industry average. But at times she feels stressed by the confusion of
managing all front-end operations of the hotel, from reservations and
cashiering to the bell desk and concierge. She feels most at home handling the
reservation function, a task she always enjoyed as a trainee because she likes
to help people. About once a week the staff in the reservation function
overbooks rooms, usually because of incomplete scans of conference sales files.
Customers with reservations w,0110 arrive late are upset when they have to be
referred 1, nearby hotels. Whenever overbooking occurs, Ms. eti takes over
direct control of the reservations operation herself, often personally handling
reservations for two or three days until order seems to return.
But sometimes while Ms. Preeti is off
focusing on the reservations task, other problems arise. On five days last
month, clerks at the reception desk checked in every "walk-in" who
appeared without reservations. They assumed there would be ample no-shows among
those holding reservations. On one occasion, Regency ended up oversold by 24
rooms. Mr. Alex, the hotel general manager, is concerned about Ms. Preeti's
development into her new management position. He knows Ms. Preeti is proud of
the high occupancy levels (which mean greater profits) and doesn't want to
destroy that pride. However, he sees her as more interested in individual staff
tasks (such as making reservations) than in the complexities of managing,
training, and motivating her staff. He has talked with Ms. Preeti about
balancing her activities as a manager. Alex emphasized that she needs to make
sure her staff knows the systems and guidelines and be firm with employees who
continue to check in guests when the hotel obviously will be overbooked. He
plans to meet with her in a three-month performance review to see if he can shift
her motivational expectations about the job.
Question:
1. Do Ms. Preeti's problems seem to be
the result of her lack of motivational immaturity or of her lack of
motivational attention to her people? (20)
Section C: Applied Theory (30 marks)
1. What are the future
challenges before managers? (15)
2. What is the process of HRP? (15)
 |
| Preeti was promoted three months ago from reservations supervisor to front-desk manager for Regency Hotel, an independent, 330-room hostelry. |
Assignment Solutions, Case study Answer sheets
Project Report and Thesis contact
www.mbacasestudyanswers.com
ARAVIND – 09901366442 – 09902787224
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