The reason for this project is to recognize the value of the management in a hospitality group. This task will compare and contrast the best and most detrimental manager from Shangri-La's Rasa Sayang Hotel & Spa. Next, you will see discussion on the key activities and managerial assignments of all levels of supervisor in the Shangri-La's Rasa Sayang Hotel & Spa. Other than that, analyses of what professionals do in the organization as well as the difficulties and problems faced by the managers and the solution used to beat the matter.
2. 0 The very best manager
A good supervisor must have a good management skills, authority, communication skills, positive attitude and tendencies. During our team's internship training in Shangri-La's Rasa Sayang Resort & Spa, among all the professionals in the departments, the best administrator our team has experienced is leading Office Manager. LEADING office director has confirmed his friendly attitude to the complete trainee including the front office manager kindly to teach us how to escort guest when the guest check in to their room during the peak season. Leading office manager also explain the whole step and about the hotel and room facilities in details when escorting guest. Besides that, the professionals have good leadership skills in assisting the staffs about how to handle the guest and run the procedure including the front office supervisor tend to be sit at the trunk office to do their works however the front office administrator in Shangri-La's Rasa Sayang is different, the front office manager will come into front office and check in the guest privately during the top season. Furthermore, when something happen during the operation, the front office will handle the situation immediately rather than scolding the staff. Next, the administrator has good communication skills with each staffs in the business for example although leading office administrator is straight during the daily operation but privately the front office director will look after the complete trainee. Leading office managers will reveal the experience and information that he previously experienced during his working time in the business in order for the staffs to have a mind set on what will happen throughout our internship.
2. 1 The most detrimental manager
A supervisor should be friendly, inclined to instruct others and lead the organization well. However the Food and Drink Outlet Administrator in Shangri-La's Rasa Sayang Resort & Spa will not connect with the requirements. The outlet director does not divide process well to employees and makes the procedures become tougher because the employees was assign to do wrong task.
The outlet director ought to know well about the employees' strength and assign to the correct position. If not, the employees cannot done the task assigned promptly and will not be so effectively for example during the peak period, the restaurant usually full house and will be super busy and maybe mistakes will took place. The Food and Beverage Outlet Director didn't understand the problem and just keep on scolding the employees and not faster solve the issues. Furthermore, the outlet manager irresponsible following the operation end for example the outlet supervisor in Shangri-La's Rasa Sayang Holiday resort & Spa always go away after the operation. This not only makes the employees feel unfortunate and disappointed. Besides that, each and every time when there's wedding or buffet event, sure lot's of leftover foods. According to the hotel rules and regulations, as an employee of the hotel should never take food right out of the hotel. However, the meals and Beverage Wall socket Supervisor didn't follow the rules set by the very best management and take the leftover foods back home. Managers should be a role model and follow all the hotel's guidelines. Although it is waste but a guideline is rules, everyone are required to follow and follow it.
2. 1 Way to become a successful manager
To turn into a successful administrator, different professionals have different personality, way and style from others. Regarding to [Peter, 2009] advised six traits that a successful manager must have in common for example prefer to provide others; strong works ethics; have the ability to combine and can be trusted; willing to learn; have positive perspective and good in communication. Administrator must have the desire to do whatever to help the staff to be success in their job. Besides that, professionals are roles types of successful behavior and should have a simple understanding the work ethics to produce positive consequence for the organization. Moreover, professionals are employees prepared to follow and good connections are always built on integrity and trust. Furthermore, professionals get excited about continuously lifetime learning and inclined to study from mistake. Besides that, managers must have the positive perspective to set on the mind to be able to inspire them to become a better administrator in the foreseeable future. In addition, good in communication with the staff will be the important skill to allow them to work well mutually in handling an activity [Peter, 2009].
General Manager
Resident Manager
Director of Sales
Fire, Life Protection Manager
Chief Engineer
Director of Sales & Marketing
Reservation Manager
Assistant Chief Engineer
Director of Communication
Director of Event Management
Assistant F&B Manager
Director of Food & Beverage
Human Recourses Manager
Executive Sous Chef
Executive Chef
Director of People Recourses
Training Manager
Front Office Manager
Assistant Financial Controller
Executive Housekeeper
Spa Manager
Director of Purchasing
Financial Controller
Recreation Manager
Information Technology Manager
Director of Security
Figure 2: Business Graph of Shangri-La's Rasa Sayang Hotel & Spa, Penang.
Level of Management
Managers do not work in the same level. Professionals are categorised in a hierarchy of specialist, perform different process and operate at different position called level of management. Degree of management categorized into three categories: Administrative/ Top level management; Professional/ Middle level of management; Frontline/ Lower degree of management. In the business, the amount of management in every level resembles a pyramid (body 2) [Gaurav, 2011].
Top
C. E. O
Middle
H. O. D
Lower
WORKERS
Figure1: Level of Management [Gaurav, 2011]
Top level professionals consist of Plank of Director (BOD), Chief Executive Officer (CEO), Resident Administrator, Directors and others. The Mother board of Director is representative of the shareholders. Table of Director is determined by the shareholder of the business while the CEO is chosen by the panel of director of an organization. LEADER Office also called General Manager (GM), and Chief executive. Top level professionals are responsible to look for the objectives, policies, programs of the business and establish goal for the business and direct the company to achieve. Besides that, the very best managers typically work of thinking, planning and deciding. Furthermore, top level professionals are the top and last authority of an organization. The inability or success of the organization largely depends upon their efficiency and decision making [Gaurav, 2011] for example; the very best level director in Shangri-La's Rasa Sayang Hotel & Spa is Standard Manager. According to [Mintzberg, 1973], decisional role more involve in top level manager because they are more involves in decision making such as Basic Administrator is make the final decision and placed the target in Shangri-La's Rasa Sayang Hotel & Spa. Top level supervisor should initiating change and adapting to the environment, will take corrective action, allocate all the regarding reference and represent division during negotiation of union contracts, sales, acquisitions and budgets [Mintzberg, 1973].
Middle level supervisor are those in the level below top levels managers. Middle level professionals are Department Brain (HOD) [Gaurav, 2011]. This degree of professionals are reported to the most notable level professionals and serves as a head of the major division or their concentrate unit. The middle manager is decided on by the most notable level director and directly are accountable to the Chief Professional Official and has limited authority and responsibility [Gaurav, 2011] for example the middle level professionals in Shangri-La's Rasa Sayang Holiday resort & Spa are F&B supervisor, Executive Housekeeper and more. Professor Mintzberg [Mintzberg, 1973]said that, middle level administrator should have the balance functions between information and social role. Midsection level manager majority make arrange for their department to be able to attain the goal arranged by the very best level manager and seeking and assess all the relevant information with the very best leval professionals [Gaurav, 2011]. Besides that, middle managers also have sensible to transmits information from exterior group to inside or from inside firm to outsider [Mintzberg, 1973]. Middle level managers have to communicate with the very best level administrator by offering feedback or recommendation because they're more involve in daily procedure. Furthermore, middle level supervisor also have to maintain a good romantic relationship with the low administrator [Mintzberg, 1973].
Lower level supervisor is aware as a frontline administrator consists of assistance supervisor, team leader, head, and supervisor. Frontline director is in charge to assign the task or job with their staff and develop morale. Frontline supervisor tend to be more concentrate in directing and handling. Frontline administrator are link between the staff and middle level director. Besides that, frontline manager gets the limited specialist but responsibility to getting the work done from the employees. Furthermore, frontline manager are the one who make daily, weekly, monthly ideas for the procedure and directly are accountable to the center level director [Gaurav, 2011] example, the low level managers in Shangri-La's Rasa Sayang Hotel & Spa are executive sous chef, assistance F&B manager and others. Furthermore, frontline managers tend to be more involve in interpersonal role. As the frontline manager accountable to perform ceremonial duties as a representative of the organization; hire, train and motivate worker and maintaining and producing webs of associates outside the firm [Mintzberg, 1973] for example, supervisor works in Shangri-La's Rasa Sayang holiday resort and Spa need to keep up a good marriage with their supervisor and create a good relationship with the customers.
3. 0 Functions of management
In any hospitality firm, whether it is a big or small, old or new group, there are four major functions of management. This is function of management is, it is a set of main businesses that determine the role of managers in an operating surrounding. Management is the procedure of working with people and other organizational resources in order to attain the goal that is set in the business itself [Bateman, 2011].
The four major functions of management include planning, managing, leading and controlling [Mirescu & Dragomir, 2008]. The first major function of management is planning which implicates the technique of setting aim, developing tactics and actions to be performed to attain the goals. Planning is the foundation among other selection of management that is made. The activities of planning includes examining the current status, foreseeing the future, determines on the targets, choose the types of ways of be used and determine the resources that are had a need to attain the target of the business. Without a plan, the management will never succeed in whatever they are targeting to attain [ANGERER, 2011]. In Shangri-La's Rasa Sayang Resort & Spa, the manager plan different kind of happenings in the holiday resort in order to raise the sales of the holiday resort. The occurrences that is sorted out includes of Masquerade get together, fund raising occasions and so many more.
The second major function of management is arranging. The management must plan all the types of resources such as human, financial, physical, informational and other resources that are had a need to attain the prospective that has been establish by the management. The activities of organizing are convincing visitors to be attached with the organization, explaining the particulars of the job duty and classifying the employees into different categories depending on the similarities of tasks. Other than that, the management also responsible for planning and distributing the resources as well as convincing the workers to put in effort in their task in order to achieve the maximum success that is targeted by the management [ANGERER, 2011]. The director of Food and Drink Team allocate the responsibilities for each employee during preparation, portion the visitor and also cleaning up following the event is finished. The director will notify all staffs on what we should do in order to avoid problems from going on during the procedure of serving the friends.
Next, the third major function of management is leading. This function helps the management in oversee and take care of the tendencies and attitude of the employees. The management is able to provide help and support for the personnel by directing them in the correct pathway to be able to achieve the company's concentrate on. The management is also dependable to encourage the eye of the staff in becoming a better person in order to be beneficial to the business to assist in achieving the objectives that are prepared. The administrator must lead the employees in every route for example motivating the personnel as well as improving communication between the other person either individually or in categories [ANGERER, 2011]. The manager in-charge of the precise department will supervise on the staff's performance and also lead them when they did any mistakes. The managers will show all the staffs on the proper skills needed as well as giving knowledge about this department.
Lastly, the fourth major function of management is controlling. The controlling process is a continuous process that must be accomplish by the management. Handling takes place after the planning has been carried out and the work has been allocated. The controlling technique permits the management to avoid unwanted problems that occurs as well as to ensure that the aims and goals of the company are met [ANGERER, 2011]. The section managers want to do regular monthly stock checking and prepare a article on the stocks and shares. This is to ensure they are able to control the section by giving enough companies that is needed for them to carry out an procedure as well. All professionals must control the expense of the particular division and manage costing within the budget that is arranged by the management.
4. 0 The issues and problems faced by managers and how they overcome it.
One of the major task and problem is communication between manager and employees. Through communication things just can be done correctly and can reduce chances of making mistakes, however, not every manager eager to talk to their employees. Each time mistakes happened, the administrator will just keep on scolding or punish but not to determine the reason why mistakes occurred. The manager should investigate the problems first then just supporting solve the situation. This will increase the relationship between each other and next time got anything happened employees will see supervisor to help and solve it, this will certainly reduce losses.
Budget control also an extremely challenging problem experienced by manager. Each and every time the supervisor purchase anything must think correctly and not squander hardly any money of the business. The manager must not in the budget and when possible lesser than forecasted budget and make company earn more sales. The director need to find trustable provider that can sent the stock on time and effective on work. If not the daily procedure of company will be influenced.
Now everything is about technology, managers ought to know well about it and practice it to the hotel. The supervisor must think and find the best technology that can use in the hotel and make works more efficient. Since everything is computerized, managers must have some basic understanding of computer and know to use resources at internet like making free advertising at website and reduce the marketing budget.
Besides that, management skills are a large problem to the supervisor who's fresh graduate. It is because management skills usually gain by working experience. If the manager working much longer at the hotel, the experience will be more and easier in manage things.
The administrator should overcome each one of these problems by always listen to others viewpoints and recognize good or bad viewpoints. Individuals who can pay attention to others will enhance their power and change their bad habits. Each and every time when hotel dispatched these to training, the administrator should pay more focus on it. The supervisor can also buy some literature about how to keep good relationship with employees and ways to boost teamwork with each others.
5. 0 Conclusion
Through this project, our team learned that as a good manager, he or she should responsible, hardworking and become a job model to all the employees. As the worst manager should change their bad habits and study from good manager. Our team also fined out that we now have three degrees of manager, top-level supervisor, middle-level manager and frontline supervisor. Planning, arranging, leading and controlling are the four main functions of administrator. Besides that, we also learnt that the difficulties of a director and the problems confronted by them.
