Research on competencies needed by middle managers in hotels

Assignment Help Operation Management

Reference no: EM131439533

Research on the competencies needed by middle managers in hotels was conducted by Brophy and Kiely. The study was conducted on three-star hotels in Ireland using input from both general managers and lower-level managers in the hotels. The results of the study identified the following competency areas: providing customer care, maintaining quality and standards, managing staff, achieving profitability, and growing the business. Within each of these areas, specific competencies were identified. For example, regarding customer care, some competencies included: having good relations with hotel customers, handling dissatisfied customers, resolving complaints, and tracking customer satisfaction. Questions for Discussion: 1. Of the competency areas listed, which one do you think is the most critical? Why? 2. Do you think the competencies would change if the hotels were located in the United States? Why or why not? 3. Do you think the competencies would change if the hotels were more expensive hotels or less expensive hotels? Explain your rationale.

Reference no: EM131439533

Questions Cloud

Consider these three positions at starbucks : Consider these three positions at Starbucks: retail store manager (in charge of the day-to-day operations at one store), district manager (responsible for the operations at multiple stores), and president of Starbucks North America (in charge of oper..

Global perspective and ethical dilemma : Review the posting from the guest speaker Thomas Preston, who was a former Imaging Chemicals Global Commodity Manager for Eastman Kodak Company. Pay attention to the details regarding operations management and manufacturing in this real life case stu..

Foundation in accounting by studying the financial statement : We're building upon a basic foundation in accounting by studying the financial statements. In this discussion, you will have the opportunity to examine the U.S. GAAP Balance Sheet and how a balance sheet will look when prepared using IFRS. Evaluate t..

Responses to ethical situations involving accounting : Overview Ethical dilemmas occur in business every day, so it is important to become comfortable with applying ethical standards to a variety of situations. In this discussion you will have an opportunity to develop and explain your response to a real..

Research on competencies needed by middle managers in hotels : Research on the competencies needed by middle managers in hotels was conducted by Brophy and Kiely. The study was conducted on three-star hotels in Ireland using input from both general managers and lower-level managers in the hotels. Of the competen..

Take holistic view of an organizations innovation capabilty : Take a holistic view of an organization’s innovation capability, paying attention to the four independent components of innovation: leadership and organization, people and skills, processes and tools, and culture and values. Explain how you would ali..

Difficult time connecting leadership characteristics : Discuss why researchers have had such a difficult time connecting leadership characteristics and behaviors to leader effectiveness and success? What are your thoughts on Body and Mind Influencing Body language? Do you think that our Body Mind Influen..

Compute the monthly break-even point for the new toy : Neptune Company produces toys and other items for use in beach and resort areas. A small, inflatable toy has come onto the market that the company is anxious to produce and sell. The new toy will sell for $3.30 per unit. Compute the monthly break-eve..

Advantages or disadvantages in using mort process : On June 2, 1984, a pesticide plant owned by Union Carbide India Limited (UCIL) leaked large amounts of methyl isocyanate gas into the atmosphere. Describe the MORT analysis procedure by discussing some of the causal factors that allowed the accident ..

User Account

All Pages