PROBLEMSOLVING
UNLEASH POTENTIAL
INCREASE SOCIAL CAPITAL
PROBLEM- SOLVING
SCENARIO 1:
The senior leaders of an organisation are concerned with the overall results from the business in the last six months. They gathered and revise the following data:
• Occupancy was forecasted to be at 90% however the average occupancy for the last six months has been 65%. • The ADR was forecasted to be at USD 300 however they had to drop it to USD 280 due to low occupancy. • The market mix report shows that leisure guests participation has decreased in 35% and this is the segment that usually provides the most profit. • The payroll cost continues to be the same as if the hotel had 90% occupancy. • The hotel has lost 15% of market penetration being displaced by other strong players in the city.
Based on this scenario, collaborate and propose 3 specific actions to shift the results of this business.
UNLEASH POTENTIAL
SCENARIO 2:
Simon is a senior leader with many years of experience in the hospitality industry. He has worked in operational departments in rooms division and food and beverage, leading large teams. Because of his experience Simon has developed the following capabilities: • Simon is very comfortable writing, implementing and monitoring operational processes and standards. • Simon has exceptional customer skills. He deals with the guests well including when there are complaints. • Simon has a good relationship with his team and other leaders in the business. However, for the last twelve months Simon’s performance has suffered from a huge lack of innovation. His direct manager is concerned because several times she has requested Simon to implement new ideas to increase guest satisfaction and Simon relies in the comfort of the past not being able to deliver on this request. Simon’s direct manager has identified that the real problem is that Simon lacks certain abilities and would like to help him by developing himmore.
Design a development plan for Simon.
INCREASE SOCIAL CAPITAL
SCENARIO 3:
The senior leaders of an organisation are concerned with the low productivity of his employees across most departments. Despite multiple efforts to motivate them including rewards systems, active recognition to positive performance and incentives; nothing has worked so far.
In addition, managers are spending a lot of time resolving constant issues:
• There is a high level of conflict among colleagues. • Front line colleagues make negative comments about management creating gossip and negativity. • A high number of colleagues are disengaged; they display this in their body language, lack of accountability and ownership and resistance to implement new actions.
These leaders have been advised to work in creating an environment and culture of clarity, safety, multiple ways to motivate and having tough conversations. Collaborate in a plan to create this culture.
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