Case Study in Depths in an Organization

Case Study in Depths in an Organization

In one of the hotels in Makassar, there are 600 pax meeting event, the day is family style meal service. So all the food served one by one in order of meals, from appetizer to dessert. At the time of serving main course, there are many types of food, one of which is fried rice, a guest at table number 21 guests are vegetarian (can not eat any meat), fried rice at the time of course it came out, the woman at the table asked one waiter about the fried rice. "Whether the food is vegetarian or not", but the waiter replied that the food is vegetarian, because the guest direct trust, direct the guest to eat fried rice, which turned out that there are shrimp fried rice and beef cornet, the guest should not be allowed to eat, after eating the fried rice, the women's room, hives, and his body began to redden. He also asked the waitress about the food served to him, because the guest is already beginning to suspect, if the food is not for the vegetarian, the waiter was to ensure the truth, he asked the chef about the food. It was true in the food (fried rice) contained prawns and minced meat, the guests finally complain, he asked for the responsibility of the hotel, because guests are VIPs (VIP), then the waiter is feeling guilty. Yet guests still do not want to budge it. Guests were also told the waiter had been calling for the Banquet captain was given a warning. But the visitors were still angry, though, the food has been replaced. The visitor insisted that he would report the incident to the police station, and bring it up to the newspaper. Because the captain is not able to handle the guest, he called the MOD (Manager On Duty) on that day. MOD had come and apologize and give an explanation, but it remains stubbornly guests.

The next day guests were talking with the MOD and the human resources department about what happened that night. The hotel apologized profusely to the guest. But the visitor persisted. Customers that want a cost recovery treatment of allergies he suffered since that night, borne by the hotel. Finally, the hotel agreed. And guests went away and agreed to the deal.

The next day, news events that go on Morning Breefing, and GM (General Manager) at the hotel was very sorry the incident, and hoped such events do not recur again. GM also gave sanction to the waiter who was careless SP (Warning Letter) 2.

CASE STUDY of the above can be distinguished Depths of Management in An Organization.

Namely:

1. Top Management

for example GM (General Manager) is the person responsible for    everything (whole) which occurred at a hotel.

2. Middle Management eg MOD (Manager On Duty) which is responsible for    everything (the circumstances) on a certain day, or could say daily headache in a hotel, after GM. And HRD is the department or person who takes care of everything on the matter or personal keluahan employee, or whatever it is, which is practically as well as guidance counseling.

3. First Line Management Banquet Captain is someone responsible for everything that was in that position under the banquet manager and above the operational staff.

4.  for example Operational Employees waitress staff or regular employees who perform regular operational work.