Precious May N.

Undang BSHM-1B
Quality Service Management

SERVICE EXCELLENCE: LEADING THE WAY TO WOW!

CASE STUDIES

The Penland Heights Resort

1. What are the basic leadership issues in this case?
Ans: The basic leadership issue in this case is that older members of the family are the only
own who have the right to lead. They are still following the old tradition where the older
people are always the one who lead because they are expected to be more experienced and
knowledgeable. That’s why the aging employees are the one who runs the business because
they don’t trust the young generation enough to do better than them. Tom and Laura Lunsford
should take the advice of their daughter Granada because she is right, change is always
happening and in their case their business should lead by a person who have more knowledge
and understanding in today’s generation because in that way it is easy for them to understand
their guests wants and needs. If they would give their kids a chance to lead surely they can do
better than them in managing their business.
2. What leadership skills must Tom and Laura Lunsford either have or acquire to continue
managing this hotel successfully under the changed social, cultural, and economic conditions
of the times?
Ans: The leadership skills that Tom and Laura Lunsford must have or acquire to continue
managing their business successfully is that as a leader they should not be afraid to adapt
change and blend in what is the new trends. Tom and Laura still managing their business in
accordance of how they manage it well in their times which is the problem here because in
today’s generation people have change the way they live socially. Also today’s cultural and
economic conditions are very different from the old generation. They should learn to adapt
the changes that’s happening and make ways grow their business more by adapting to what is
the new trends. They should also let their children help them runs the business because they
can get more information and ideas from them on how to manage it because they are part of
the new generation they know and understand the changes.
3. Do you think Tom and Laura, who are intelligent, well meaning, experienced, and highly
motivated but somewhat old fashioned, are sufficiently adaptable to fit in with the “new
breed” of employees? Can these old dogs learn new tricks? Or in all probability does the
future or hotel leadership lie with their daughter Granada who, even though inexperienced, is
more in tune with the times?
Ans: I think Tom and Laura can still manage their business well only if they adapt to change
and blend in the new trends. But in their case I can say that they should let their daughter
Granada to manage their business because even though she is inexperienced, she is more in
tune with the times and the changes because she is still young. Granada who is young is has
more understanding in the changes in today’s generation, she can manage the business
because she have more knowledge in the changes that’s happening socially, economically,
and culturally even though she is inexperienced. Tom and Laura can help their daughter
manage it by teaching her the basic information about their business and Granada can use that
information to add solution to their problem. Tom and Laura should let the younger member
of their family runs their business by their help.

The Hotel Kitchen

1. How could the organization avoided this problem?
Ans: The organization could have avoided this problem if they teach their male employees to
treat women as equal to them. They could have avoided this problem if all employees are
trained enough to be professional in terms of work. The organization should also consider
hiring more women and not all men all the time because women can also do the job. They
should also teach their male employees to treat their female coworkers with respect. The
organization really lacked of teaching about equality because all men there thinks highly of
themselves which is very wrong because in order for an organization to succeed it should
have fairness and equality.
2. To what extent if any has Crine brought on her own difficulties? Or do you view her purely
as the victim in the situation?
Ans: Jean Crine is purely the victim in this situation. It is not her fault that all of her men
coworker is unprofessional enough to not consider a female as a part of their team. What her
males’ coworker did to her only shows that they are really unprofessional and disrespectful
toward their co-employee. Among them Jean Crine is the only one who shows what is
professionalism, despite the bullying that her coworkers did to her she still act professional
by treating them nicely and respectably even though deep inside she is starting to get piss.
Lastly what the assistant chef did is really wrong and Jean is just a concern co-worker that
wants to correct him but sadly what she gets after that is only disrespect and shame because
everyone taught she is the one who is wrong in this situation.