Hospitality Case Study
The Bagel Hockey Case
Audrey Swanson
January 26, 2012
HRTM479: Perspectives on the Hospitality Industry Spring 2013/ Class #5662
Doctor Dipra Jha
Executive Summary
The major issues present in the “bagel hockey” conundrum are that the employees are unhappy and lack enthusiasm for their job, a few “games” have been created by the same unenthusiastic employees which have led to a decrease in the quality of customer service as well as an appreciable loss of food, the supervisors in this situation are not doing their jobs, and finally the manager of the cafeteria has created too much of a lax atmosphere that was conducive to these behaviors. The majority of these problems stem from the lack of employee enthusiasm for their job, so it is important that the issue of low employee morale be dealt with first and given the most attention from the manager. In order to combat the morale issue employees should be rewarded for good work (through a program like employee of the month) their accomplishments recognized and praised through the use of a comment card box, and finally employees need to be posed the question “what would make coming to work more enjoyable for you?” The second issue can be solved by using these same tactics as it can trace its origin back to the first issue. The third issue needs to be combatted through a training session for the supervisors where they are reminded of their job descriptions. Finally the fourth issue can be solved through the presence of Mrs.Laraby being felt more around the Cafeteria, especially on weekends.
Table of Contents
Executive summary…………………………………………………………….page 2
Table of contents………………………………………………………………..page 3
Issues statement………………………………………………………………..page 4
Analysis…………………………………………………………………………...page 4-5
Alternative Actions……………………………………………………………page 5-6
Recommendations……………………………………….…………………...page 6-9
Implementation………………………………………………………………...page 9-10
Issues statement
There are many issues here that
Audrey Swanson
January 26, 2012
HRTM479: Perspectives on the Hospitality Industry Spring 2013/ Class #5662
Doctor Dipra Jha
Executive Summary
The major issues present in the “bagel hockey” conundrum are that the employees are unhappy and lack enthusiasm for their job, a few “games” have been created by the same unenthusiastic employees which have led to a decrease in the quality of customer service as well as an appreciable loss of food, the supervisors in this situation are not doing their jobs, and finally the manager of the cafeteria has created too much of a lax atmosphere that was conducive to these behaviors. The majority of these problems stem from the lack of employee enthusiasm for their job, so it is important that the issue of low employee morale be dealt with first and given the most attention from the manager. In order to combat the morale issue employees should be rewarded for good work (through a program like employee of the month) their accomplishments recognized and praised through the use of a comment card box, and finally employees need to be posed the question “what would make coming to work more enjoyable for you?” The second issue can be solved by using these same tactics as it can trace its origin back to the first issue. The third issue needs to be combatted through a training session for the supervisors where they are reminded of their job descriptions. Finally the fourth issue can be solved through the presence of Mrs.Laraby being felt more around the Cafeteria, especially on weekends.
Table of Contents
Executive summary…………………………………………………………….page 2
Table of contents………………………………………………………………..page 3
Issues statement………………………………………………………………..page 4
Analysis…………………………………………………………………………...page 4-5
Alternative Actions……………………………………………………………page 5-6
Recommendations……………………………………….…………………...page 6-9
Implementation………………………………………………………………...page 9-10
Issues statement
There are many issues here that