Misdirection and Disorientation

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MISDIRECTION AND DISORIENTATION: A LASTING FIRST IMPRESSION

April 21, 2015

Faculty of Hospitality & Tourism Management

Master of Business Administration

Table of Contents

Introduction        

1. Case Study        

1.1 Identified Problems        

2. Analysis of Key Factors        

2.1 Lack of Experience        

2.2 Human Resource        

2.2 Poor Management        

3. Conclusion and Recommendations        

3.1 Engagement / Internal Communication        

3.2 Management Training        

3.3 HR Procedures        

References        

Introduction

Tourism today is as a distinct field of activity, with a more active presence in social and economic life evolving rhythms of the highest. Generator of profound transformations in social dynamics, tourism has also stated as a factor of progress and civilization, as a promoter of international relations and, more recently, the argument of globalization and sustainable development. Tourism, like any industry requires an appropriate institutional framework with a set of links, defined by a functional relationship between them and an adequate information system in order to operate efficiently and effectively.

In recent decades the service industry has become an increasingly important role in the economic and social progress of a country and a significant contribution to GDP creation and employment, which contributed to the strong development of the national economy (Cut-Lupulescu, Dincu, & Borlovan, 2014). Services are the result of at least a necessary activity performed at the interface between the supplier and client.

The focus of this paper is to examine the case study titled ‘Misdirection and Disorientation: A Lasting First Impression’ written by Gustafson, C. M. and Redman, B. R. in 2001. The case analysis comprises of a short background information on the case at hand. Moreover, the problems that arise in the case study will be identified together with they key factors. Additionally, possible temporary as well as permanent solutions for these identified problems will be presented together with recommendations.

1. Case Study

Carlos Silver a freshman studying hospitality and tourism was hired for his dream job as a banquet server at the renowned Golden Moon Resort and Spa two days after his interview. Carlos faced several problems on his first day, which led to him resigning before even completing his first shift. To find the root of the cause, the case must be examined beyond Carlos’ first day on the job. After thoroughly examining the case it can be summarized that weak Human Resource has been a contributor to notable failures of this organization as well as poor management.