Question

19. You are the overnight shift manager at a large resort hotel and need to complete next week's work schedule for distribution to your employees. During your shift, someone calls to report a strong smell in one wing of the building. Your boss, the general manager, sends you an email message, asking for a progress update on an important software upgrade being conducted on the facility's electronic key system, which you are also supervising. Of these three demands on your time, which requires your skills in production and service management, which requires your project management skills, and which requires your incident management skills?

Answer 1

Production and service management skills - Scheduling the regular activities and assigning jobs to employees is a part of the production and service management duties. The scenario where the manager is required to complete the coming week’s work schedule for distribution to his or her employees tests his or her production and service management skills.

Project management skills - The manager is also supervising the project of an important software upgrade being conducted on the facility’s electronic key system. To supervise and successfully accomplish the project goals, the manager must possess project management skills such as leadership, communication, negotiating, quality management, task management, cost management, scheduling project activities, etc.

Incident management skills - The incident where a customer called at the desk and reported about the strong smell in one of the wing of the building requires the manager to have incident management skills because this is not his or her routine functionality but a particular incident that has taken place in the resort hotel. The manager must be able to make use of incident management skills to address the issue in hand and make the customer comfortable.