Reflection Report On Management Practice
In the programme of Hotelschool the Hague there are two courses involving outlets. The first one takes place in Phase 1 which is Practical Education and in Phase 2 when students are assigned one outlet to manage which is MO. I was assigned banqueting operation, this department involves menagerie service, banqueting itself and cleaning the rooms in school. During my first week I was managing the process of the rooms cleaning, during my first week on Tuesday at around 19: 00, one of my PE’s dislocated his knee therefore he was not able to work anymore for the rest of the week. This unforeseen event happened while I was checking the room he was cleaning on the fourth floor to be able to observe him and give him feedback.
After giving him tips, he immediately started correcting what was not done properly in the room and exactly at that moment when he was walking between the desk and the chair, I heard a loud noise. At first, I thought he bumped his knee and that is why he had to sit in order to let the pain go away. I did not believe him when he told me he thought that his knee was dislocated. However, after speaking with him and telling me what happened I realized that he hurtled himself quite badly and that what he was saying was most probably true. Therefore, I decided to help him to get downstairs to bring him to the Duty Manager of the night like this she could take a look at him, after letting him rest for another 30-45 min she decided to bring him back to Skytel during the waiting time I continued with my daily activity such as checking on other PE’s or making sure everything was done up to the standards of Hotelschool The Hague. This situation was extremely meaningful for me as I was barely getting use to the daily tasks of the late shift, for example doing the handover with the duty manager or the schedule for the day for the PE.
Therefore, in my head there was no place for unexpected event that is why when this happen I was stressed, and I lost the overview because I didn’t let place for unexpected event. The goal that I made for myself that week was not to stress and to keep everything under control. Before the situation with the PE I was relaxed, and everything was under control and I had a clear overview. My behaviour during that situation was that at first, I did not really believe him and as soon as I realized that it was true, I decided to bring him downstairs to the duty manager. I also directly communicated to my fellow MO to already brief the DM about what happened as soon we were down I felt the need to help him more in any way I could.
The stakeholder involved was another student which was cleaning the room with him. She directly helped him and as soon as I brought him downstairs she went back to continue her work because she knew that it was useless to be five different people around him. I believe that my non-verbal behaviour was open, friendly, understanding, I was relaxed at first and after the situation. Reflection and feedbackThe reflection model which I used in order to analyse this situation is Gibb’s reflective cycle. This model is really useful because it makes you think of every phase of an event or an experience.
