Upon reviewing Chapters 10 & 11 (lecture notes and eTextbook) we learn about Food Services in a limited and full service hotel. Please read the attached case study and answer the questions 1 through 5.
Buffet Setup030.pdf
Case type Issue case
Main Authority, Chain of Command, Credibility, Managing
Subjects: Up, Open-Door Policy, Organizational Politics
Who’s Who: Jeff Gillespie, Assistant Banquet Manager
Monica Luigi, Guest, On-site Contact
Ms. Luigi, the on-site contact, was very disappointed and upset with the dinner setup for her pharmaceutical group. She originally arranged with Rhiannon for two, double-sided buffets for the dinner, because the group was on a tight time schedule. Earlier today, due to the slight decrease in attendee numbers, Thomas, the Banquet manager, decided to set up one double-sided buffet for the group, without informing Ms. Luigi in advance. Thomas was the opening manager, and left for the day around 3 P.M. Jeff, the assistant manager, professionally dealt with Ms. Luigi. He profusely apologized and offered free ice cream for the entire group.
After the group left, Jeff picked up the phone; after a moment's hesitation he dialed the Hotel manager's extension and left the following voice mail:
"Hi Jane, this is Jeff from Banquets. This is regarding the in-house pharmaceutical group. Unfortunately, Ms. Luigi was very angry tonight because of the wrong dinner setup. It seems that Thomas did not read the Banquet Event Order properly. By the way he left early today, so I could not discuss this with him. I know how much revenue this group brings, so I felt it is my responsibility to make sure that you know exactly what's going on. See you tomorrow. Bye."
Rather than insisting that employees stay within chains of command when they have unresolved problems, the Royal Hotel promoted an open-door policy, in which the employees were encouraged to talk to any manager with whom they felt comfortable talking.
Using one to two paragraphs, please summarize the case, in your own words. How would you tell this story of the case?
Please list four reasons employees would go above their boss to discuss a problem?
Using one to two paragraphs, As a manager/boss, are you in agreement with this approach, why or why not?
Describe two pros and two cons using one to two paragraphs, of allowing employees to go above the boss for assistance
Using one to two paragraphs, how would you explain Jeff's behavior?
Using one paragraph, what do you think Jane should do about this situation?