Job Analysis and Job Description
Job Analysis / Job Description
Compare two jobs and conduct a job analysis for each position.
Front Desk -- Stephen Cloobeck was undercover last time at the front desk, he found some strange occurrences which made him unhappy. Although, the name Diamond Resorts isn't official yet, but he confirms that front desk is presently at diamond standard (Diamond Resorts: Stephen J. Cloobeck - Undercover Boss - CBS.com, n.d).
Resort Engineer -- Maintenance keeps a resort together and in case maintenance suffers, then so does the guest's experience.
Job analysis
Front Desk job analysis
Amanda teaches Stephen how to work at a front desk at a resort location checking people ingoing and outgoing. Result: Stephen is surprised to see that an obsolete hand written paper system is still used for bookkeeping and scheduling. Amanda feels displeased at how she lies to the customer about overbooking, citing maintenance problems. Hence, most customers didn't like this reasoning at all, as they saw through the white lie (Undercover Boss Analysis of Stephen J. Cloobeck: CEO of Diamond Resorts International, n.d).
Cloobeck comes to know that Amanda has a mom who is suffering from multiple sclerosis, and Amanda is finding it hard to pay her medical bills. Amanda wants to go to Ireland now, of all places for her reasons. Cloobeck takes responsibility to change gears and inform the customers about the reality after all; telling them directly about overbooking so that they can take necessary precautions. Meanwhile, Amanda is given a place to work in Ireland and rewarded $50,000 for her ailing mom as well. This is a win-win situation (Undercover Boss Analysis of Stephen J. Cloobeck: CEO of Diamond Resorts International, n.d).
What he should have...
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