Issue/Problem – Customer Complaints.
Below you will find some examples of potential problems and their potential associated theories: • Issue/Problem – High labour turnover • Associated theories may include: Employee engagement, employee satisfaction, Training and Development • Issue/Problem – Customer Complaints • Associated theories may include: Service Quality, Internal Communications processes, Staff competency in complaint handling • Issue/Problem- Food Hygiene practices • Associated theories may include: Training and Development of food handlers, Maintenance Management, Capital Investment Planning and Implementation • Issue/Problem – Hotel is missing opportunities to fill all bedrooms to achieve 100% occupancy • Associated theories may include: Revenue Management strategies, Inventory Management, Pricing Strategies The scope of the choice of your problem will obviously be very much dependant on the activities of your host organisation, and perhaps your position within it. It is essential that your approach is managerial and is also important that your internship organisation confirms that they are happy for you to study this subject matter. The reason for this is that, as stated above, in your PSA you will be required to look for practical solutions and this may well require you to gain the opinions of personnel within your internship organisation, and potentially to aquire data which is only available within your organisation. That is the idea I had for the introduction, you are free to change the topic. I am doing my internship in the kitchen pastry department, so overworked hours would be the most appropriate topic I think. It might be a very frequent topic in hospitality industry, but my workplace and my internship is very well organised. After talking to my colleagues, the only problem we could find is overworking. I am working at the pastry department and in a normal day we have enough of staff and time table is very well organised, so everybody works 9 hours. But as it is hospitality and there are a lot of demand from the customers and very often last minute ones, then it comes to overworking. All overworked hours are counted as we give a finger print when we start and finish work, in the end of each month it is counted and added to extra vocations days. Obviously, it is good for staff but not for the finance department. Sometimes the executive chef makes staff put the finger print a bit before they finish work, in order to avoid conflicts with finance department. I will try to investigate if it is possible to reduce overworked hours without hiring extra staff, because it will not be profitable for the company. No need of conclusion, I will do it myself.