Management When is the Customer Wrong? Number

Management When is the Customer Wrong? Number

Management:When is the Customer Wrong?

Number:

Management:When is the Customer Wrong?

Overtime, the mandates and the roles of the manager in every organizationare diverse. The general manager working in telecommunication and onein charge of a resort might take the same job titles however, theirjob specifications may vary with dependent to their respectiveorganizations. Despite this disparity in the work done, the generalmanagers act as the joining link between the organizationgoals/objectives and the workers. In addition, he also decides ormakes decisions after analyzing any given situation within theorganization. According to mill (2007), the manager determines thebest action that’s should be implemented. This paper focuses on theapplication of the responsibilities of a manager working in aresort/hotel, where he/she is to analyze and make decisions in agiven scenario whereby A British family visiting hotel requested notto be allocated black associates to serve them, during their time inthe hotel.

Almostevery business establishment looks towards customer satisfaction astheir ultimate achievement. Despite this initiative, as the managerand faced with such a case, I would rebuff such a request from theclient. Looking deeper into the case, honoring the request would bemore damaging to the organization than not. This is due to the factthat, honoring such a request will be taken as an act ofdiscrimination on the racial basis to the employees, not to mentionblack employees. This would tarnish the resort’s reputation andimage among the people, and the larger public (Mill, 2007). As themanager, one of the aspects that the resort has stood for is to offerthe best of services to our customers, regardless of their race,culture or even religion. In summary, as the general manager, Iwouldn’t honor or hold the British family’s request or anyreservation to be accorded assistance only from non-black associates.

Asthe general manager, this case is tricky. This due to the fact that,even though not wanting to lose a client/the guests or ‘fire’them, (British family), it is hard to honor their demand to be servedby non-black employees. Being an international resort, theorganization is guided by anti-racial codes (laws against racialdiscrimination). Additionally, I would also use this opportunity tolet our customers (British family) understand and be aware of theequality amongst our employees as well as customers. I would also letthem understand that our employees are all the same in terms ofeducation, services, and experience in serving our clients within theresort. Their request would only be honored if and only if theemployee available happens to British, otherwise, I won’taccommodate them into the resort, nor will I honor their request.This would be in accordance to protect the image of the resort, andat the same time, fight against racism, and racial discrimination.

References

Mill,R. C. (2007).&nbspResorts:Management and operation.Hoboken, N.J: Wiley.