The Three Challenging Aspects of the Receptionists Role - Case Study Example

Running head: Case study. Student’s name: Instructor’s name: Subject code: Date of submission: Question one The three challenging aspects of the receptionist’s role that can be identified from the study include the following; 1. The role to always act in a friendly manner The first impression is of paramount importance in this industry and since receptionists are the ones that deal directly with the guests, they are obliged to act in a friendly manner (Jacques, 2000). However, this role has been identified to be challenging from the case study. This is because some guests such as Abubakar usually take advantage of this to invade a receptionist’s personal space or tempt them to flirt. The guests at times misunderstand the receptionists’ friendliness (being nice) for wanting to be in a sexual relationship. On the other hand, the receptionists get confused as it becomes difficult to draw the line between being nice and making the guest understand that he is overstepping the mark. 1. The role to act diplomatically The receptionist acts as a bridge between the guests and the hotel owners since they are the one that make direct contact with the guests (Josef, 2001). As such, they have to act in a manner that portrays the good image of the hotel and give quality services to the guests to ensure that they always come back. However, this is a challenging role to a receptionist as at times, they suffer silently even when mistreated by guests such as Abubakar in a bid to maintain a good relationship between the hotel and the guest. In other words, they find themselves torn in between pleasing the guest and the hotel owners and preserving their dignity. 2.The role to act patiently and efficiently Dealing with people like Abubakar calls for a lot of patience owing to their behaviors which are much disturbing. At times such guests even interfere with their work and make demands that are annoying and attacking to the receptionists. If a receptionist is to preserve her job as well as the relationship between the hotel and the guest it calls for a lot of patience. Question 2 Sexual harassment can be defined as any unwelcome conduct (sexual advances as well as other verbal and physical conduct of a sexual nature) on the basis of gender which affects a person’s job. Such conduct has the effect of interfering unreasonably with a person’s job performance by creating an intimidating, hostile or offensive working environment (Joyce, 2005). Based on this definition, Mr. Abubakar’s attitude towards the receptionist can be defined as sexual harassment due to the following reasons; Use of crude (sexual) language and off color jokes According to the receptionist, Mr. Abubakar acted very familiar with all staff and often referred to them by ‘pet ‘names with certain sexual innuendo. However, his attitude towards her was extreme and nagging to a point where even her fellow workers knew that he was interested (infatuated) in her and they used to tease her about Mr. Abubakar. This is further confirmed by the fact that he always used names (and jokes) with sexual innuendo) when referring to her. This includes such names as sexy eyes, cheeky eyes, miss prim and proper among others. Such demeaning and inappropriate names were obviously meant to comment on the Girl’s physical attributes based on her gender something that used to make her intimidate and uncomfortable. Use of indecent gestures and unnecessary touching During this particular incident, the receptionist reports of Mr. Abubakar having gone to her desk to survey her in his usual manner. He even went further to touch her pony tail and lifted her chin with his finger something that made her whole body tensed. Bearing in mind that this happened as she worked, it obviously made her work difficult and unpleasant. It also seems that Mr. Abubakar was also ready to reward the receptionist as long as she was ready to do according to his demands. In one occasion, he asks her whether she can bend the rules for her if he pays her. During his birthday, he is willing to pay her so that they can dance with her. In fact, he comes along with other girls who show her the gifts they got from him-One of the girls actually confirms that what he is doing is sexual harassment when she tells the receptionist that since Abubakar is alone, she can go with him. Mr. Abubakar also seems to suggest that the only way he can be compensated for the failure to be given champagne during the birthday by the receptionist volunteering to go with her. In fact, every bit of the receptionist’s encounter with Mr. Abubakar can be termed as sexual harassment. Question three The work of a receptionist requires him/her to be properly groomed at all times. For example, female receptionists always wear uniforms which make them look very feminine and docile. Receptionists have to look attractive all the times. They are also supposed to behave properly at all times and talk well to the guests at all times as they represent the image of the hotels they work in. however, the corporate engineering of how receptionists should groom, behave and talk can be described as a form of corporate manipulation to a great extent due to the following reasons; -Receptionists are expected to behave nicely at all times. This makes them open to manipulation by the management without complaining. Sometimes receptionists are not involved in making decisions regarding their work although they are expected to respond accordingly (Mary and Catherine, 2004). Although the management makes a decision to overbook in order to maximize profits, the role of giving rooms to the visitors is left to the receptionists who have to bear with abusive language from guests. -Receptionists are always torn in between pleasing the guests and the management. Both the management and the guests have differing needs. The management’s main aim is that of profit maximization while gusts want to get quality service. At times, receptionists face pressure from both the management (to maximize profit) and the guests to offer quality services (while other guests also expect them to fulfill their social needs). At times, they are held accountable for things that management should be responsible i.e. management take advantage of receptionists for their own gains. This is corporate manipulation. -The fact that receptionists are expected to represent the image of the hotels in which they work at times makes the management to take advantage of them to dictate the behavior they are expected to display, their personal grooming and how they talk. All this is aimed at maximizing profits and preserving the Hotel’s reputation (Conrad and Paul, 2006). In Mr. Pisaniello’s case, the receptionist has to bear with abuses from the guest inorder to preserve the Hotel’s image although the hotel’s decision to overbook should be wholly blamed on the management. -At times, the management as well as the guests takes advantage of the receptionists needs to preserve their jobs and impose on them expectations that make their jobs tedious with the aim of maximizing profits. This is why some guests such as Mr. Pisaniello’s expect them to do more than is within their reach throwing insults and threats at them while the management expects them to behave appropriately in order to preserve the reputation of their investments although they (management) stand responsible for such a crisis. Question four In ancient societies, women were used to provide sexualized sexual hospitality to guests (strangers) in order to create a good relationship (bond) between the guests and the host group. This role of provision of sexual hospitality was continued to commercial relations in ancient Greece and Rome although the practice was not common in western countries (James, 2001). I believe that women’s provision of sexualized hospitality in ancient times could have an influence in the way in which the contemporary roles of hotel receptionists are viewed by guests. Due to the nature of hospitality business, most receptionists are women. Receptionists are expected to behave nicely and talk well to the guests and also do everything possible to make the guests as comfortable as possible. How friendly the receptionists are towards the guest and how comfortable they make the guests feel determines the reputation of the hotel and hence ensures repeat purchase. The receptionists therefore have no option but to provide quality hospitality services to their guests. Due to the fact that provision of hospitality to guests is a traditional role for women (including sexual hospitality), it is no wonder then that reception work has been misconstrued as a women’s job (Swain, 2002) . The sexual role played by women in hospitality in ancient times has also read to a misconception that women working as receptionists in the hotel industry also do continue with the role of providing sexualized hospitality. It is no wonder then that some men (even now) misunderstand the kindness offered by female receptionists to mean that they are ready to go the extra mile and offer sexual relations to them (Wood, 1990). Some men do misunderstand this kindness for readiness to be promiscuous. However, it should be understood that the friendly and kind behavior portrayed by female receptionists is part of their work in making the guests comfortable. Question five If I am the manager to whom the receptionist reported, I would provide the following suggestions to manage the issues that have come up in this episode. 1. Counsel the receptionist so that she may understand the nature of her work. This is because the job involves dealing directly with people who may be from different backgrounds and who are bound to behave in very strange ways. Probably the guest does this thinking that its just normal while according to the receptionists background, this is sexual harassment. After she understands this, I would request her to discuss how she feels with the guest in a friendly manner while ensuring that the guest understands her but is not hurt. In this way, a normal cordial relationship will be established between her and the guest while ensuring that no party is hurt. 2. If the situation persists, I would consider changing the receptionist’s station of work for sometimes. If the guest follows the receptionist to her new station with his harassment, I would defiantly establish that the receptionist’s claims are true and that the guest is adamant. I would then plan to meet with the guest and to talk to him about the situation he is putting the receptionist in while stressing on the need to avoid relations with staff so as to ensure they continue to provide quality service to the guests. This would definitely ensure change of behavior while ensuring that both the receptionist and the guest remain comfortable. References: Swain, M 2002, Gender/Tourism/Fun (?): An Introduction’, in Gender/Tourism/Fun (?), Cognizant Communication Corporation, New York. Jacques, D 2000, of hospitality, lighthouse publishers, London. Josef, R 2001, The international hospitality business: management and operations, oxford university press, oxford. Joyce, E 2005, The receptionist, prentice hall, London. Mary, M & Catherine, A 2004, Sexual harassment in the work place, Ferguson publishing, Sydney. Wood, R 1990, ‘Sociology, Gender, Food Consumption and the Hospitality Industry’, British Food Journal, vol. 92, no. 6, pp. 3-5. Conrad, L & Paul, L 2006, Hospitality: a social lens, Routledge, London. James, L 2001, Reception study: from literally theory to cultural studies, Oxford University press, oxford. Read More