House Keeper Case Study on anna and julie in sheraton tower melborn

1. A Case Study On
The House Keeper
Presented To:-
Dr. C.P.Thakor
Presented By :-
Jayshree Parmar (35)
Nikunj Pankhaniya (33)
Bhavesh Panchal (31)
S. K. School Of Business Management , Patan
Academic Year 2019-20

2. House keeping:
There is a huge workload on the hotel housekeeping staff.
The housekeeping work is carried out at various levels
such as.. 1) managerial level.
2) supervisory level.
3) operational level.
Objective of house keeping:
1. good air quality
2. Arranging the things in proper way
3. Making the Place Neat & Clean

3.  Sheraton Tower In Melbourne
Department :-
 Hotel
 Restaurant
 Bars

4. Characters In This Case
 Ms.Julie :-
Designation :- Trainer in
Sheraton Towers
(From Australia)
 Ms.Anna :-
Designation:- Employee
(From Fiji , South Pacific)

5. Purpose of The Case
 Commitment
 Proper Understanding
 Understanding unethical Behaviour
 Clear Vision
 Importance of Communication
 Improve Knowledge About different Country
Language

6. Case Overview
 Julie works at Sheraton tower in Melbourne. She works in the housekeeping
department. Her role is train all new staff in general housekeeping skill.
 Anna comes recently from Fiji, a country in the South Pacific. She starts her
training under Julie.
 Julie starts train to Anna and described her job, how to clean and maintain the
mini bar in guestroom.
Cont…….

7.  Anna has asked Julie to repeat her instruction for cleaning and
restocking the mini bar.
 So Anna decides to complete the task her way, she repeats her same
task in all room.
 At the end, Julie checks to see that the tasks were completed by Anna.
Case Overview

8. Mistakes From Julie:-
 Lack of Attention
 Lack of Motivation
 Aggressiveness
Mistakes From Anna:-
 Lack Knowledge about Australian Language
 Confusion
 Lack of Responsibility
Q-1
Why has communication failed here?

9.  Julie should pay Personal Focus on Anna.
 Various Methods To Understand language
 Anna should take help of their colleagues who knows both
language.
Q-2
How can communication be improved
between Julie and Anna?

10.  Supervision
 Polite behavior
 Leadership quality
 Demonstration
Q-3
What method should Julie have used to
check for understanding ?

11.  Depressed
 Work oriented atmosphere
 Lack of confidence
 Nervousness
Q-4
Consider a situation in which you have
experienced similar poor communication.