Critical Analysis of Industry Training-Free-Samples for Students

Question: Critical incident analysis is a type of reflective exercise that allows you to explore issues or incidents that occurred at work. These incidents should provide learning insights about work, about the management of organisations and their people or about your own values and attitudes. Answer: I had undertaken the industry training since the past six months at the Parkroyal Darling Harbour Sydney as an attendant at the Executive Club. It is a small-sized club, and the club expects a maximum of 70 guests per day. There is only one staff who is to be rostered for the breakfast shifts at the club. The evening shifts however have two staff rostered for the evening shifts who are in charge of serving the orders of the canaps and alcoholic beverages. The roster mentioned above was made keeping in mind the fact that the concerned day was a normal work day. The roster needed to be revised during the festive season in order to keep up with the increased clientele that needs to be served. On the Christmas Eve last year, I had been assigned to join my duties alongside another staff (Angela). The day had been very busy and had been one of the busiest days that I had faced at the club. I had been going through the expected guest list and had found out that the club expected almost 210 guests that evening. The expected number of guest was thrice the number of guests who were normally expected. I immediately contacted the assistant manager and informed him on the fact that the club will not be able to take care of the expected number of guests with just two staff members. I had also taken a look at the shift reports of the ongoing week and stumbled across the fact that the evening shifts had been busy for the past week. There had also been a number of complaints regarding the slow service at the lounge area of the club. I feel that this was a result of the shortage of staff at the lounge. I had requested the assistant manager to provide extra staff to the club lounge so as to help us to serve the expected number of guests at the club on that night. The assistant manager had responded to my request by adding three more staff (Amy, Cole and Zack) to the rostered staff of the evening. I had also been aware of the fact that we might run short of crockeries and cutleries that might be needed to serve the clientele. I decided to borrow some of the items from the buffet restaurant at the hotel since the buffet remains inoperative during the night. The evening proved to be a really busy one and we had to face some hard times as the guests had started arriving all at once. I took the initiative and divided the tasks among us. Angela and I knew the job at hand, we decided to check in on the guests serve them with the drinks as we knew very clearly regarding the products that were offered by the club. I asked Zack and Cole to take care of the food while Amy took care of the resetting and the clearing of the tables. There had been a rush in the service but we tried our level best and maintained the atmosphere of the club. The busy evening made me feel stressed out during my workhours at the shift. There had been times during the shift wherein there had been a shortage of the tables for the guests. We were fortunate enough that the guests did not mind sharing the tables among themselves. I did observe Amy, Cole and Zack who seemed to be worried enough with their work during the shift. I could understand that they were feeling uncomf ortable due to the fact that the executive lounge was a totally different work environment for them. I tried to keep them encouraged and made sure that all the staff at the lounge had a smiling appearance in front of the guests. At the end of the day I felt satisfied at myself for assuming the active role of assigning and distributing the job at hand during that evening. According to my opinions, I could not have achieved this success at the workplace had I not gone through the shift reports from the past week and organized the required materials in advance. I feel that we would have faced a greater difficulty in managing the guests if we had not divided the tasks amongst ourselves. I feel that from the position of an attendant, there is not much that I could do to help the prevention of similar situations in the future. The management of the club needs to get more involved with the activity of the rostering of the staff. They should go through the forecasting reports in order to find out the actual condition of the occupancy in terms of the rostered staff. The productivity may be greatly affected by the forecasting ways as that helps in the prevention of the conditions of the shortage or excess of the staff at the club. The guests were pleased with our service and complimented each of the staff present at the lounge for the services that they offered. This incident helped me to realize the fact that I own certain leadership qualities and also brings forward the fact that I could work well under pressure. This clearly explains the reason behind my choice of the incident for the critical analysis. In case of a similar situation in the future, I aim to follow the same course of action which includes informing the concerned management, requesting for help and maintaining a positive attitude towards the work.