How The Line Managers And The Human Resource Managers Work

The case study will describe how the line managers and the human resource managers work hand in hand to apply and develop an initiative for culture change on a higher performance working based on New Zealand Post. The case focuses on the documentation and discussions with the managers involved. It charts the initiative implementation in improving the leadership qualities on the management of the delivery business with outstanding outcomes. New Zealand post is one of the most celebrated companies (Gibson, 2001). The company was rated as one of the oldest with their heritage dating in 1840s. The government was run as a government department until the company was transformed to a state owned company. This brought an arm’s length dependence to†¦show more content†¦More than 180 leaders employed in the business had a crucial role to ensure that the best operating processes are implemented every day (Amar, 2002). When the nature of the business changed, they experienced ch allenges in area such as matching resourced to day to day fluctuation of mail volumes industrial relations, managing labour budgets, and new initiatives. It also has the flexibility in engaging and meeting the demand of the increasing and diverse workforce. The roles of the frontline developed into a main leadership role mainly as the company became too dynamic. They were required to have a direct role for the retention, development, recruitment, and motivation of the main workforce of the support staff and the posties which they had to develop a mindset that is customer focused. They had to respond to some of the challenges that are presented to the workforce that is highly unionized and what was recently considered as a tight labour (Terziovski, 2008). These were the signs that the performance and the behavior of the frontline leadership cohort were not available. Across the branches, the performance was inconsistent across the BSC area. The new initiatives were hard to implement this is because the issues were not dealt with early enough (Gibson, 2001). The company came up with a Great Operations And Leadership initiative that was meant to go beyond the conventional approach to place the leaders onShow MoreRelatedEssay on Project M anagement and Human Resource Managment1445 Words   |  6 PagesProject Management A project may be defined as a one-shot, time-limited, goal-directed, major undertaking, requiring the commitment of varied skills and resources. A project has also been described as a combination of human and nonhuman resources pulled together in a temporary organization to achieve a specified purpose. A project has a single set of objectives, and when these objectives are reached, the project is completed. Therefore, a project has a finite and well-defined life span. InRead MoreWhy Line Manager Is Increasing Important1174 Words   |  5 PagesIn contemporary society, every company is meeting resources shortage, and then a new conception â€Å"human resource† proposed by economists. They suggest that if a corporation wants to be outstanding in the future, he must pay more attention to Human Resource Management (HRM). Recently, a large number of researches have indicated that using HR practices, such as training and development, performance appraisal, information sharing or p articipation, in HRM will in a certain term improve HRM outcomes (ConnieRead MoreDiscussion Questions Hrm1655 Words   |  7 PagesDiscussion Questions 1. Explain what HR management is and how it relates to the management process. Human Resource Management is the process of acquiring, training, appraising, and compensating employees, and of attending to their labor relations, health and safety, and fairness concerns. The HR management function is all about the staffing activity. Staffing is all about personnel management. Staffing is basically determining what type of people you want to hire and the selection of those peopleRead MoreThe Importance Of A Good Human Resource Department1748 Words   |  7 PagesA good human resource department is essential to any successful businesses in today’s society. Before human resource managers were seen as people who deal with employee disputes and little more, now this is just one small part of their role to organisations. Human resource is a huge department for reasons as being a key planner in helping company’s employee performances. In this essay I will be exploring the different types of personnel management that is used, assessing the roles of human re sourceRead MoreThroughout This Essay, I Am Going To Investigate Using1036 Words   |  5 PagesThroughout this essay, I am going to investigate using various references and ABS journals, what exactly is the role of a line manager in Human Resource Management. 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For example, first- line, middle, and top managers perform different functions of managementRead MoreThe Challenges with Human Resource Departments Essay1097 Words   |  5 PagesHUMAN RESOURCE CHALLENGES 2 The Challenges with Human Resource Departments In todays workforce, the job of a manager for a human resource department faces many challenges and act as the mediator for the employees, organizations, and other stakeholder needs are to be addressed on issues related to laws, policies, and interpersonal skills, managing personnel issues, and setting an environment to coordinate a multicultural workforce. The human resource department requires an orderly approach toRead More3HRC Activity 21052 Words   |  5 Pagesï » ¿ 3HRC (HR) Understanding organisations and the role of Human Resources Activity 2 The following report contains information on how Human Resources can support the organisation with both internal processes and meeting key business objectives. Human resources and the services they provide can be seen as the crucial link between staff and the achieving the business goals and objectives. They are there to create, produce and maintain all policies and procedures. And more importantlyRead MoreThe Differences Between a Human Resource Manager and a Personal Manager1313 Words   |  5 PagesThe difference between human resources manager and personal manger The main difference between human resources management and personnel management is that personnel management is considered to be out dated or more of a traditional approach, whereas human resources management is the Morden approach of most organisations and that is because human resource tend to represent the new style of managing employees in an organisation. When it comes to comparing the two approaches, we find that personnel management

The Second Amendment vs Gun Control Essay - 1520 Words

President Barack Obama says we have an â€Å"obligation† to try anything that could save one child, but many people find this statement to be ridiculous. Gun control is thought of as a government policy or regulations to control or limit the sale and use of firearms. In the U.S. constitution, the 2nd Amendment states that a well regulated militia, being necessary to the security of a free state, the right of the people to keep and bear arms, shall not be infringed. Inside America today, gun control is a major issue, especially in the political arena. People debate on the daily that not all things in society make it a safer place to live. The best intentions of America’s lawmakers often do not achieve the desired outcome; therefore, the nation†¦show more content†¦Some people think if they have a gun in their house, they will have a way of protecting themselves in case of an emergency, but while others who are against it believe it is a danger. For example, the gun could end up in the wrong hands, such as a young child. The Constitution of the United States of America is the supreme law of the United States that governs the nation giving America the rights and freedom. In a different context, Professor Amar’s discussion of whether the right to keep and bear arms should be considered a â€Å"privilege or immunity† focuses on the Blackstonian notion of the rights of the individual. Liberties held at common law that fell within this concept of individual right constituted privileges or immunities. According to Blackstone, â€Å"personal security, personal liberty, and personal property† were the individual rights. Blackstone considered the right of self-preservation to be essential to individual liberty and, as such, the ultimate right. The individual right to â€Å"have arms† was essential to protect these rights (Blackman and Shapiro 79). The constitution gave people the right to own a gun, but others believe tha t we should not have that right. The American constitution quotes, â€Å"The Glucksberg test recognizes the right to keep arms for defense of person and property as a privilege or immunityShow MoreRelatedThe Bill Of Rights Of The United States1557 Words   |  7 PagesFourteenth Amendment was passed in 1868 giving anyone born in, or a citizen of, the United States the rights guaranteed by the Bill of Rights. The amendment left clauses giving some interpretation to the states and other local municipalities. The District of Columbia used one of these clauses to ban all handguns within city limits. The District of Columbia’s ban of handguns was a discrepancy in which the citizens of the city were not able to rightfully exercise their Second Amendment right to bearRead MoreThe Issue Of Gun Control949 Words   |  4 Pageswould be Gun Control, because I am a gun owner who is a supporter of the second amendment. 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This system has provided many cit izens with rights such as, allowing them to express their religion and free speech and protect their privacy with no officials is allowed to search someone s belongings unless there is a warrant that states reason. There are many more amendments besides the two listed and each of them are of equal importance to balance the power between the government and the people, especially the first ten amendments thatRead MoreGun Control Of The United States1704 Words   |  7 Pagescountry do to keep further shootings from happening. Numerous individuals trust that forcing new laws on how people buy weapons should require background verifications. Gun Control in the United States of America is a topic that has had lots of criticism and support by numerous citizens. The critical people of this topic trust that the guns don t murder people, is that people kill people. The supporters of this topic trust that weapons lead to violence and a feeling of power over others. They additionallyRead More The Battle Between Gun Control and Gun Rights Essay1113 Words   |  5 Pagesright to bear arms according to the Second Amendment has been a hotly contested issue for many years in American history. The matter has been one of the most controversial issues in the second half of the twentieth century and into the twenty-first; disputed between politicians on the liberal and conservative side along with issues such as abortion, capital punishment, and gay marriage. The Supreme Court has officially defined the controversial Second Amendment by stating that states have the rightRead MoreGun Violence Vs. Gun Rights Essay1055 Words   |  5 PagesDecember 2016 Gun Violence Vs Gun Rights The debate between gun control and gun rights is one topic that can affect all culture and lifestyle implications. It goes beyond just the notion of I like guns vs. guns are dangerous. Some of the main arguments for and against gun control and gun rights are that Gun are dangerous to those who have some sort of mental disorder vs gun are to protect and service this nation. Which will of course bring up arguments for more restrictive gun laws. As society

Great War Assignment Free Essays

This letter collection tell us about their bittersweet personal love story. The collected letters from Murray are addressed to his fiance Margaret who he was engaged to be married to. The tone in his letters are affectionate and loving. We will write a custom essay sample on Great War Assignment or any similar topic only for you Order Now In the letters, he refers to her as â€Å"dear girl†2 â€Å"Honey girl†3 or â€Å"Girlie†4, and often tells how much he † dream[s] of [the] days†5 that they had together. For Murray, the existence of his sweet fiance Margaret was probably an emotional support on the war front. Letters from her perhaps gave him sense of certainty about their delightful future that eased his loneliness. Wellington Murray Dennis and Margaret Munroe letter, June, 1917, WWW Collection, www. Contraindicates. Ca ! Elongation Murray Dennis and Margaret Munroe letter, 20 May, 1917, WWW Collection, ! Elongation ! Elongation ! Elongation Murray Dennis and Margaret Munroe letter, July, 1917, WWW Collection, Matura’s 3 The contents of his letters extend from everyday life on the battlefield to discussion on their relationship. He did not tell Margaret about the detailed hardships or horrors he experienced on the battlefield; this is, probably, because he did not want to make her worried or scared of losing him. Instead of sounding so concerned, he tries to think of something pleasant; â€Å"Instead of coming home to you tonight dear (as we had figured) I come â€Å"home† to a tent and in place of having you pouring out my tea and passing me delicious cakes across a clean white table cloth I get a certain issue of tea in a mess tin and I eat bread and cheese seated on the grass. â€Å"6 In this note, Murray combines reality, nostalgia, and fantasy. Together, they work as an escapism for him. In his mind, the reality of the battlefield somehow exists in parallel to happy memories and a spotless dream image. As he sipped â€Å"tea in a mess in† and eats â€Å"bread and cheese on the grass† after his duty, he remembers of going to â€Å"picnic parties†7 with Margaret back in Canada. As for nostalgia, he flashes back to her gentle way when she would pour his tea and pass him the delicious cake she made. Then fantasy plays a role in the memory. The phrase â€Å"coming home to you† represents his dream future of being married to Margaret, and â€Å"a clean white table cloth† is one example of details in his idealistic image. His daydream alters bitter ! Elongation ! Wellington Matura’s 4 reality; â€Å"a tent† into the dream home, â€Å"bread and cheese seated on the grass† to delicious cakes†, and a â€Å"mess tin† to † a clean white table cloth†, believe it or not. Writing a letter to his fiance provided Murray a comforting time that he can live apart from the reality for a little while. It perhaps was a escap ism for him; however, he might not had been necessary wanted to escape from the reality he was placed. Regarding the discussion about their relationship, it seems like Murray was having a debate in his head whether if he should have gotten married before he left Canada. In the first letter in this collection, written on May 4th, 1917, he noted it was a good session not to be married; â€Å"Still we were wise that we did not marry, no matter what our hearts prompted. â€Å"8 Perhaps, Murray thought he was saving her from having to live a lonely life by choosing not to marry her. Thus, Margaret is not forced to wait for him to be back to Canada, in addition, she would have a better chance to be marrying to another man and not live a lonely life, when Murray does not survive the war. Despite the rational decision in the beginning, he started to have mixed feeling about it because he realizes how â€Å"my[his] love [towards Margaret] has matured. 9 On July 5th 1917, he admits that he â€Å"thought it would have been better to have married [with Margaret]†10 because she might find â€Å"someone else to help you[her] ease the burden. † 1 1 Clearly, Murray was faced with a dilemma; he wanted to establish an unshakable ! Elongation Murray Dennis and Margaret Munroe letter, 4 May, 1917, WWW Collection, ! 9 ! Elongation ! Elongation Matura’s 5 connection with Margaret but Just could not let her to live a lonely life if he could not manage to survive. Not a single letters from Murray suggests that he supported or liked the war although he rarely expressed his dissatisfaction towards the warfare he was involved in. On May 4th, 1917, he reassuringly wrote in the letter â€Å"I’m [ He is] not lonesome nor downhearted†12 but he also tells Margaret that he’s thinking about â€Å"what[their happy marriage] might have been had[happened] [if] this war [did] not intervened†13 in the same letter. Murray said he is not downhearted to give her sense of safety about him at the war, however, at the same time, he did not hide frustration about the war holding them back from the happy marriage. About 2 months later, he expressed his personal reflection about the war n the letter: â€Å"We had thought to be living our lives together in piece F[f]ann. how fate plays tricks with human plans. â€Å"14 Murray was amazed how the war derailed his future plans they had in mind in such an unpredictable way. As suggested in the beginning, he was an implement dealer not a career soldier; and, he probably had never thought he’d be a soldier nor supported the war. Everything 112 ! Littleton ! Eliminating ! 14 ! Elongation Matura’s 6 that seemed to be real and going smoothly sank out of his sight, then his life changed dramatically. The war relocated him in a grim battlefield in an unknown country. There is no doubt that Murray was excited about what the future holds for him and Margaret. Perhaps, he tried the very best he could to survive on the battlefield, so that he can be back to his â€Å"Honey Girl†1 aback in the country. The following shows how he ended the letter written on the letter written on July 7th, 1918; â€Å"The way you showed yourself so all mine honey girl is one of the sacred memories I have taken to France †¦ L loved you with my whole heart†¦ N[n]owe kisses and all love and honor to the mother of our children. Your faithfully Murray’16. This quote shows Murray strong love towards Margaret and it also his want to settle down and raise a family. The ending of the letter â€Å"all love and honor to the mother of our children† shows his idealistic perspective about domestic pleasure as a father and husband. This specific written on July 7th, 1918 is interesting because Murray strong feeling as never before is enclosed into the writing. Perhaps, he was afraid if he can survive as the war went on for a long time, so he tried to convince himself to live by feeling hopeful about the future. Sadly, Murray could not raise a loving family with Margaret as he desired, more pathetic still, he was killed in action on August 9th, 1918. On November 1 lath same year, only three months later his death, the WWW ended. II 51 Elongation ! Eliminating Murray Dennis and Margaret Munroe letter, 7 July, 1918, WWW Collection, Matura’s 7 After his death in France, many letters from family and friends were delivered to Margaret but not from her fiancee anymore. It seems her family and friends were teary about Murray death, at the same time, also trying to cheer her up: Oh Margaret I hardly know what to write but I want you to feel you have my sympathy despite my own feelings as yet it seems impossible to realize the truth. I have had no further correspondence but seen his dear name in the list†¦ Yours affectionately Murray Mother†17 † You know How Sorry I am for you I cannot tell you You will Just know and I know how Brave you are going to be†¦ Heaps of Love Sorrowing P[? ]e† â€Å"Only today did I hear of your great sorrow,When any one I love is in sorrow it makes my heart ache Oh Dear†¦ Lovingly Elsie†18 Many of her friends and family almost immediately wrote to Margaret when they eared the sad news. This shows how much Murray was loved by people around him and the strength of their bond between family and friends. The letters were filled with thoughtful expressions of sympathy. However, it also sounded like they got used to write letter of sympathy on the death on young soldiers as there were many killed and wounded soldiers; â€Å"This is a sad time for the Wellington Murray Dennis and Margaret Munroe letter, 4 September , 1918, WWW Collection, www. Contraindicates. Ca Wellington Murray Dennis and Margaret Munroe letter, 7 September , 1918, WWW Matura’s 8 people of Canada such long lists of killed wounded coming in every day’ 19. Some of the letters praised his braveness fighting his last breath for the war effort: â€Å"l know you will be proud as we are for the one who is so grand for he is not dead but sleepers†¦ Your loving niece Georgia†20 â€Å"Mingled with your sorrow there must – be a feeling of pride that your friend gave his life for such a noble cause†¦ Yours sincerely Ethel Radcliff†21 It appears people who lived during WWW considered being sacrificed for the war is noble and honorable. This is a twisted convention because what Murray wanted on the battlefield is to being back home and live in piece with Margaret. Battles fought, invented efficient weapons, numbers of soldiers killed or treaty that ended everything after such turbulence; those are the â€Å"facts† I learned in history or social classes. Reading the letter collection of Murray expanded brought me a different perspective to wars. Wars are not only about those â€Å"facts† and their cause and effect; there are plethora of personal stories behind them. Murray was a soldiers but, at the same time, he was young. He had a bright future ahead of him, and it has just started to shape itself. There is no reason for me to demur at this statement. But then, there are wars still going on around the world. I wonder why, after 14 years from the beginning on 21st century, violence is still used as a last resort. I wonder if there is such a thing as ending of the use of violence. I was grown in Japan where all children receive peace education, and always thought, as a child, starting a war had disappear from options. It is sad that there are parts in the world where people are forced to live under the tension and straining situations. How to cite Great War Assignment, Essays

Report on Service Quality Analysis and Improvement Strategies

Question: Write about theReport on Service Quality Analysis and Improvement Strategies. Answer: Introduction The Service organisation faces difficulties in delivering quality service to the customers. It is imperative to note that the customers perception expectation determine the dimensions of the quality of service. There are some unique features like intangibility, perishability, heterogeneity inseparability that bring challenges for the service providers (winhotelsolution.com, 2013). The service providers always remain alert to offer the customers best services and understand the expectations perceptions of the customers. In this report, the Banks Boutique Hotel (BBH) has been studied and an assessment of the customers service management of the hotel has been made. The report also makes recommendations to the management of BBH for the improvement of the customers' experience. Evaluation Key Hotel Service Quality Dimensions Demonstrated at BBH Banks of Boutique Hotel is located in Sydneys Central Business District and it overlooks Darling Harbour. The hotel offers the customers a perfect setting for the business for the guests leisure. The hotel offers the customers cosmopolitan experience and the guests enjoy the sophisticated facilities in the hotel. The visitors get attracted to its artwork and cocktail lounge. The rooms offer excellent harbour views. The hotel has witnessed a moderate to high levels of the service quality satisfaction of the customers that have been found from the customers feedback. The executive board is keen to make an analysis of the services and assesses the pros and cons of the present service strategies of the hotel (winhotelsolution.com, 2013). The evaluation of the feedback given by the visitors of the hotel shows that there are some areas in which the hotel offers excellent services and the visitors and satisfied with the services. In some areas, the hotel requires some improvement and these improvements have to be made strategically. While making an analysis of the key dimensions of the quality services of the hotel this has been found that the reliability dimensions are below higher level as one of the feedback commented on the delay in offering the correct room to the guests. In the context of assurance, this has been found that it is also in the same status. At one hand there are employees like Andrew and Sarah who are very keen to help the guests and at the other hand the special discounts and provisions like the free drink, hot chocolates, toothpaste etc. have not been supplied although the employees have been informed. The tangible service dimension is absolutely fine although there are some guests who raise on the old look of the rooms. The responsive dimensions show that some of the employees are well praised by the visitors for the good responses and some have observed that it differs (prenhall.com, 2017). The quality assessment of the service dimensions shows that the employees are not skilled and they require training and orientation for the enhancing their ability to deal the customers. The job and responsibility of the employees are not well defined. The employees do not get appropriate scripts for the communication to the guests. This creates confusion for the employees. The pattern of the communication varies as they do not get information how to deal with the guests. This assessment shows the employees are not involved in the process of the decision making. They are not given freedom to take any decision to resolve the problems immediately (Bhasan, 2016). Analyse Existing Service Management Strategies The existing service management strategies are required to be evaluated before making any recommendation to the hotel. This has been found that the employees of the hotel have a different opinion about the service management strategies of the hotel. Framing of Guidelines of Dealing with Guests are there with the Supervisors and the Duty Managers The hotel offers more autonomy to the duty managers and the supervisors to determine the rules and regulations for the Guests service agent how to deal with the guests in the service counters. There are strict rules for them to follow the strict time frames and the employees follow them. The employees follow the scripts as designed by the senior managers. They cannot take decisions on their own (Jane, 2013). This becomes a challenging job for the guest service agents as they face some immediate issues which can be easily sorted out by them. A simple service like offering a thirty and tired customer a glass of water improves customers experience. Services to the Guests is made as per the Designed Service Process The employees of the hotel are not given freedom to talk to the guests beyond the scripts offered by the manager of the hotel. The employees are asked in the way they have offered to speak at nay situation. Jerry, the Front Office Duty Manager says that the employees are not allowed to speak beyond the scripts in order to avoid any differences and discrepancies. No confusion will be there if they follow the scripts offered to them. The breach of the policy is a serious offense. The employees are penalised for speaking differently to the script (Cristina, 2007). The employees are also directed to follow the code of conducts. Any breach of the code of conduct and behaviour results in the penalty on the employee during the process of the formal performance appraisal. Jerry had conveyed in his feedback that to avoid any kind of issues they design regulate the services that are to be used. Employee DiscretionPolicy The employee discretion policy is there in the hotel. But this has been found that the management of the hotel is not willing to offer the autonomy to the employees to use their freedom in dealing with the guests of the hotel. The management becomes very strict in this regard and the employees are advised to follow as per the directions. We Trust You Policy Ellen, LHS General Manager of the hotel says that the hotel follows a policy called We Trust You. This policy focuses on inviting new employees to the hotel as the service providers. The policy guides the new employees what to do and what not to do (Mc Cartan, 2017). This policy is meant to keep engaging the employees with the guests. This is the most important strategic advantage of the hotel. Strategy for the Innovation in Service The hotel encourages its employees to make innovation in the service pattern. The hotel does not consider mistakes as the negative reflection. The management believes that the employees try to improve the experience of the guests and while doing this they may fail and it becomes wrong. The team learns from the situations and amend the policy in the next time (Ivanov, 2012). Conclusion The analysis of the strategic principles of the hotel shows that the management of the hotel offers strict principles for the customers service management. The managers are given more autonomy to lead the people and they guide the people as per the demand of the hotel. The employees have not specific duty and responsibility designed job chart and there is no guideline or them. The employees work as per the scripts of the duty managers or the supervisors (slideshare.net, 2014). This has resulted in some negativity among the workers. This has been also remarked by the guests that different employees speak differently (Hoffman Bateson, 2008). This shows that the employees are not aware of their duties and also they are not properly communicated the information. They are also not involved in the process of the decision making. Thus there is a need some immediate amendments in the customers service strategies of the hotel. Recommendation Defined Roles and Responsibility for the Service Providers A clear and well-defined job specification will help the employee to work appropriately. This helps the service provider to get engaged and build quick relationships with the guests. Sarah has told that she is not happy with the management as she has not been given clear job responsibility. The employees require getting their duty and responsibilities instructions so that there will be confusion and they will work as per the policy. This will not bring any confusion and the service provision will be clear (Dawson, 2017). Offering Opportunity to take Decision and Applying Problem-Solving Ability Service providing industry faces every day a new kind of challenge (Avinal, 2007). This may not be as per the policy based. Here the employee of the organisation takes immediate action to solve the issue and makes the customer happy. Sarah is unhappy with the management as she does not get the scope to take her own decision and solve the problems. She cant attend the complaints of the guests and the negative experience of the guests become more (O'Mahony, 2015).The autonomy to the employees will help the customers and visitors best experience. This will contribute to the development of the customers satisfaction strategies. Developing Efficiency in Dealing Customers and Offering them Services Employees lack the knowledge of customers service as per the training imparted to them. Lack of experience of dealing customers service (Noonea, 2011). The employees induction in the hotel is also skeptical as the people do not know how to deal with customers. Mike, Guest Service Agent has found that most employees do not know how to deal with customers. They are not efficient and cannot deal the customers well. Lack of efficiency among the employees creates a very dissatisfactory situation in the workplace. The employees should be aware of the techniques of dealing with the customers in an innovative way. But in the hotel, this has been found by Mike that most of the staff have no formal and skilled attitude although the hotel has a strict procedure of recruitment. Thus the employees should be given adequate training to deal the customers well so that the experience of the visitors will be there (Study lecture notes, 2017). Clear Service Script The manager cannot make the service script that will help the Concierge to deal the customers (KImes, 2011). The communication required for the frontline staff is not made which becomes difficult to deal the customers. The employees are required to be involved before the decision is taken. The hotel requires developing service scripts. The service scripts should be prepared by taking the experience and suggestions of the frontline employees (Pearce, 2009). The script should be flexible at the complex situations. The service agent will be given scope to deal the situations and offer services to the guests as per the need. Thus the service script should be clear and the script should be prepared with the help of frontline employees and they should also be given freedom to improve the customers experience. Employee Discretion Policy The manager cannot make the service script that will help the Concierge to deal the patients. The communication required for the frontline staff is not made which becomes difficult to deal the customers. The employees are required to be involved before the decision is taken. The freedom to the employee will help the hotel to solve some issues instantly. The management will not be involved in small cases. The service agent will bring more familiarity to the hotel. Bibliography Avinal, E. A. (2007). Revenue Management in Hotels: Journal of Foodservice Business . Retrieved 05 07, 2017, from www.tandfonline.com/doi/abs/10.1300/J369v07n04_02 Bhasan, H. (2016, 07 05). Four key elements of marketing. Retrieved from marketing91.com: https://www.marketing91.com/key-elements-marketing/ Cristina, S. (2007). Customer expectations and perceptions of service quality in retail banking: A comparative study of macua and Guangzhous banking consu,ers2002. Macau: University of macau. Dawson, K. (2017, 01 5). Opportunities for growth on wishlist. Retrieved 05 07, 2017, from nzherald.co.nz: https://www.nzherald.co.nz/rotorua-daily-post/news/news/article.cfm?c_id=1503437objectid=11569463 Hoffman, K. 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