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This case study centres on the general manager (GM) of a small, 49-room Inn’s Restaurant located in a small seaside town not far from London. The majority of the Inn’s guests are locals and summer tourists.
The Inn’s new GM began his employment in June of the current year with a major goal of enhancing the revenue of the Inn, which was badly needed.
The Inn hardly broke even and the CEO and stakeholders were very concerned. Hence, a new GM was hired. Unlike the previous GM, who had over 30 years of experience in hospitality management. the new GM was a hospitality college graduate.
With his fresh perspective, he saw that the restaurant was consistently successful regarding special occasion dining. However, he saw a need for development of special dining opportunities on public holidays: Bank Holidays including Christmas. With reference to the above scenario, identify and evaluate potential leadership theories and approaches that may be utilized
The implementation of these public holiday dining opportunities, with proper marketing, could result in additional revenue as well as generate positive publicity within the community for the restaurant.
To the new GM it seemed only fitting for the Inn’s Restaurant which was known throughout the community for special event dining. He knew that with the right advertising and employee support, these occasions could prove significant for the restaurant’s annual revenue. He was also aware that only one other local restaurant of the same calibre as the Inn’s Restaurant was not open which meant that his property would be providing a service that was rare on these occasions. The ultimate goal would be to provide a memorable special occasion dining experience in relation to the holidays, supplying the staff with extra tips and earnings, and generating more business for the restaurant, which would in turn entice repeat business and positive word-of-mouth to bring in additional customers.
The new holiday dining options would improve the restaurant’s reputation for special occasion dining and provide the community with an additional dining-out option on these holidays when many other restaurants closed down for the day.
However, there were challenges to implementation. The foremost of these were the impact on employee morale and turnover intention due to the additional working days, especially on holidays. Up until this point in the property’s history, holidays such as Mother’s Day had been important days for the restaurant, but public bank holidays had been days off for employees.
Therefore, attendance on these days would have to be made mandatory for all staff.
Getting the staff to comply with the changes and get on board with the company’s goal, while keeping morale high and controlling turnover, would be the most challenging aspect of the implementation plan.
If employees were unhappy but remained at the Inn, the new GM was concerned about the possible impact on the restaurant’s quality of service and issues related to internal marketing and word-of-mouth. With reference to the above scenario, identify and evaluate potential leadership theories and approaches that may be utilized
In other words, would lowered morale result in deterioration in the organisation service culture? Would it impact positive behaviours such as internal marketing efforts to upsell food and beverage or promote the restaurant in the community?
You have been asked by the CEO to present your advice to the senior leadership team on the challenges and best course of action to achieve a successful outcome for the issues above.
You are required to identify the following in the presentation:
Task 1: 250 words-- With reference to the above scenario, identify and evaluate potential leadership theories and approaches that may be utilized
Task 2: 500 words -- Assess the influence of culture on working relationships within the organization
Use 3 Harvard references
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