Interview Pacific Palms Resort Assignment
PACIFIC PALM RESORT 5
PACIFIC PALM RESORT
Running Head: PACIFIC PALM RESORT 1
On touring pacific palm resort, I found that its one of the well known resort in Southern California. Its 650 acres. The resort has fabulous fireside dining overlooking celebration lake, current spa and fitness center, and a legendary industry Hills Golf Club featuring The Ike and the Babe championship courses. In addition, the hotel has 292 guestrooms and suites which are beautifully appointed and spacious, equipped with balconies and fine interior furnishings with complementary coffee and WIFI. Also, there is nearby four main airports and interstate who makes going there a breeze to enjoy the, the red restaurant and Bar, and the Cima Restaurant.
Rooms in the pacific Palm resort are equipped with continental breakfast and afternoon refreshment in the Executive Lounge accompanied by a voucher for a couple of drinks. Also, the floor ceiling windows and balcony with mountain views with free Wi-Fi. Within the rooms there are 40-inch flat screen TV and user-friendly workstation ergonomic chairs.
According to the company’s management people get to know how to multi-task, communicate and relate freely throughout in the resort. John Semcken being a senior Vice President in this resort is one of the owners of the same. The hardest bit of it is to balance full time working hours while you’re a full time student participating as a part time worker. The management leads with fear instead of through positive encouragement. Once an error is done by any of the employees, they are called in front of their own team, which sounds humiliating and an embarrassment to the employees. In this company, advancement is a big problem since the managers has been there for decades. Also I found that job turnover is a consistent issue though the problem is not acknowledged.
In every hotel industry room’s division manager holds a senior position since they are responsible for overseeing both front office and operations undertaken in housekeeping of the resort. According to the room’s division manager I interviewed, his workday in the front office management included works in reception, switchboards, reservations, concierge and night auditor. On the side of housekeeping department, he is engaged in laundry, linen, cleaning of the rooms any other public location within the resort. He felt that his most important aspect of his job position is to be able to oversee, monitor, manage and report on the above mentioned essential departments within the resort. It’s his duty to ensure that the standards and quality of the resort is maintained as required by the guests. Also, he deals with complaints launched by the guests and ensures their comfort and safety for all who visit the resort.
Within this resort, despite the advantages gained by visitors, there is also strength and weakness that is felt by the workers. The management is very tough on workers and hence job turnover has been a big problem to this property. In addition, workers are paid poorly compared to the number of hours they work. The Rooms Division Manager affirmed that he cannot advice a student to wish to be in the industry. The environment may not favor students due to time compatibility and the management strictness. He added that he had been in the same position for decades serving in the same industry. Therefore, this means that leadership is an issue in the property. However, sometimes the workers feels humiliated when they do mistakes by being called in front of their co-workers, they are allowed to learn how to multi-task while interacting freely with each other.
Furthermore, the Rooms Division manager added that during his service there unforgettable service experience. Despite room’s division manager being his position, he leads with fear rather than leading via positive enforcement. Also, the rate of job turnover has not been of good image to the leaders since they are aware it’s due to the poor salaries the resort offer. Therefore, if money was no object, in regard to the manager, he would reform the management within the property to ensure at least employees are retained. Also he wished that rewarding strategies could be implemented to motivate the employees for them to feel appreciated for their effort in the hotel.
My opinion to the company was that the leaders who have been in position for a long period should retire. This will allow young youths to lead since they would ensure employees are not humiliated in front of their co-workers hence eradicating the rate of job turnover in the resort. Therefore, with these reforms the resort’s image will be appealing and many students who wish to work in such industry may send their applications. Also, such changes will directly impact the services and maybe, revenue earned from the resort will increase.
In conclusion, on interviewing the managers, I realized that the company’s competitors is any other resort that pays their employees well, that changes management by alternating them in different positions. Also, its competitors are the companies that retain employees and also absorb those who leave Pacific Palm Resort. The Resort’s main experienced group is diploma holder since the managers are of diploma level.
Rate, R., & Date. C.O. (2000). General Meeting Information.