Roles and Responsibility in Management

This document discusses the roles and responsibility in management, specifically in the context of customer satisfaction. It explores the challenges faced, such as being detail-oriented and overly friendly, and provides recommendations for improvement. The document also includes a SWOT analysis and a development plan for enhancing communication and leadership skills.

Running head: MANAGEMENT
Management
Name of the Student:
Name of the University:
Author’s Note:

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Table of Contents
Roles and Responsibility.................................................................................................................3
Project Rationale..............................................................................................................................3
Feedback received...........................................................................................................................4
Self Evaluation.................................................................................................................................5
Unnecessary tensions about work....................................................................................................6
Development Plan............................................................................................................................6
Reflection on How I feel..................................................................................................................9
SWOT............................................................................................................................................10
Recommendation...........................................................................................................................11
Conclusion.....................................................................................................................................11
Bibliography..................................................................................................................................12

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Roles and Responsibility
I have done my internship from the company called Hell kohimarama. It is one of
the very well known organizations that specialize in the production and sale of the premium or
superior quality food products like salads, pasta, and pizzas. I feel that I am really very grateful
to work in the company that considers customer satisfaction and also community service as their
prior objectives. As per my perception there are both ups and downs in each and every
profession. I have also come across many such instances during my stay in this place. I had to
carry on with different kinds of works during the course of my internship. I was in charge of the
maintenance of the roundabout bar. Apart from this I was also in charge of preparing the menu,
maintaining of the stock and the staff. Apart from this one if my prior work responsibilities was
to maintain a proper contact with the customers. I have faced some kinds of challenges
particularly in the field of customer serving. I feel that I am too much detail oriented in nature
and I always like to check and recheck each and every order over and over again, this has often
become a major hurdle in my path. I feel that this part of my roles and responsibility was bit
difficult. Apart from this, I have also been enjoying some parts of my internship. I have enjoyed
interacting with so many different people coming from different parts of the world. This has
really been very helpful as this has taught me different tactics and different ways of taking
feedbacks from the customers and also from the colleagues. As I am good in communication and
a pro active nature I have always been able to stay in the good books of my manager.

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Project Rationale
As per my perception it is really very essential to proceed as per the rationale or
the aims of the project. I always believe in moving forward in a step by step manner keeping in
mind some proper goals and objectives. Thus I have set some objectives like-
 To comprehend the meaning and concept of leadership styles and customer satisfaction
 To evaluate the impact of leadership on customer satisfaction
 To comprehend different strategies for improving the leadership skills for affecting the
satisfaction level of customers.
Feedback received
The first feedback from my manager and my mentor was that I am not capable of
speaking properly in front of the public. Though I have a good communication skill but I lack
proper confidence level while speaking. However, initially I felt that I am being able to speak
with the customers properly and also solving their issues. The thoughts of my manager were in
contrary to this. He was of the opinion that I spend too much time seeking the perfection and
details of one particular aspect like catering to one particular customer for long hours. Thus on
the other hand I might miss out the other customers and keep them waiting. This is really very
unfortunate for the customers and is harmful in the hospitality industry.
Measure taken-
I realized that in order to work over these areas I will have to undertake more of
the customer relationship building work. Thus I kept on spending more time in the Roundabout
Bar and the other bar area so that I can get to talk with majority number of customers who are

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coming to the Bar Area. I have also made it a point that I am being able to understand the
concerns of the customers and solving them one by one by giving equal amount of time to each
of them.
I concentrated on establishing a horizontal and one communication system so that
I can talk with all the customers and also get to know their feedbacks and opinions. This has
helped me to work over my public speaking skills. I have been able to understand about my
errors and how can I work over improving the same
I also started following a regular routine of undertaking some communication
classes and some public speaking class. This helped me to gather ideas on how to address a large
number of public without losing any detailed information or without getting tensed.
Self Evaluation
I feel that taking up the internship in the Hell kohimarama has been very helpful
for me. As I have been able to learn the leadership styles, the useful leadership strategies and
also the ways of improving the communication skill. I have been able to know that I lack proper
level of confidence that is needed for becoming a successful manager in the hotel and hospitality
sector. I have to make sure that I am getting rid of the excessive friendliness that is present
within me. I have realized that being too friendly might turn out to be harmful at times as there
are some colleagues who might try to take the useful tips from me and cause a huge harm.
I was taught by my supervisor to develop a professional attitude by getting rid of
the excessive friendly nature. He taught me that I must not do the work on the behalf of others.
Rather my duty must be to help others in developing a sense of accountability and a proper
responsibility. My supervisor said that I was improving but at a slow pace. I was very friendly by

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nature and avoided being rude with others. Therefore my supervisor trained me on how to
develop a proper disciplined nature where I will be able to understand about the right ways of
behaving with people.
Unnecessary tensions about work
I realized that I was not able to handle excessive pressure. I tried my level best to
do all the wok within the right time but later I realized that this is just the initial phase of my
career. It is a great opportunity to work in one of the renowned places like Hell Pizza Company. I
must be able to handle the work load properly so that I can do well in the future. It is evident
from the research that only 1 response has been available talking about the service or the
availability of the staffs working in the company. Thus the firm has to work over development of
the customer services.
My mentor trained me to take short breaks within my work so that I am able to
handle the work pressure properly and do not get tensed. He also taught me to be a good listened
before being a good speaker. In order to be a good public speaker I will have to understand about
the issues and the concerns of people that they are trying to address. I started working on this as
per the instructions of my mentor. As per his feedback I was able to manage short breaks
between my work but I was finding it tough to have a control, over my level of anger.
Development Plan
What How How will I
measure it
How will I succeeded

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To enrich my
knowledge
base
Build a strong
career path;
Learn the
nuances of the
business
requirements;
Be a leader –
to drive and
motivate my
team towards
excellence;
Be a manager
– to work
towards the
vision,
mission of the
organization
To show interest towards learning
new communication and speech
skills
To accept work out of my field of
expertise.
Design a “Road Map” for myself
that comprises of learning and
performing managerial tasks. It
helps me to prioritize and develop
the skills; helps in self evaluation
Actively participate in all
organization personality
development programs /
management trainings
Accept the delegated tasks by my
seniors
Involve actively in basic
management tasks – team
management, MIS(Management
Information System) reports,
Process trainings
Work towards the feedback
Develop strong people
managements skills – “I am one
among you” will be my motto
Feedback from
my mentor, co
workers and
manager
Moving forward by
using a well planned
road map and
routine schedule
Work in team under
the guidance of my
mentors
Actively participate
in all team meetings
Develop my skills in
the following:
customer
relationship building,
communication,
people management,
MIS (Management
Information System)
reports, excel system
is also very useful or
storing and
maintaining the
different customer
details
Developing and
maintaining proper

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which helps in acceptance by my
peers
- Develop team bonding
activities
- Regular one-on-one
sessions with the team
- Conduct monthly meeting
- Seek guidance from my
higher level on my
performance
- Emphasize on the
organization goals also
connection
departments like HR,
Transportation,
Admin, IT and
Training &
Development team
Aim towards
excellence; Set
deadlines in
achieving
professional
goals
I will have to show a great
dedication towards my work.
To ask for proper guidance and
help from my coaches. Develop a
proper horizontal and effective
communication system.
Strict maintenance of the assigned
deadlines
Seek clients feedback once the
task is completed
Engage in process improvement
activities
Align with managers –
Production, Planning,
Forecasting, Budget, Performance
Appraisal

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I will maintain he policy of
constant improvement and
learning. Use the online study
system to learn the new and
upgraded forms of management.
Take up any Online courses - six
sigma, project management,
auditing, risk management or
compliance courses. This will
always be an added advantage and
a feather in my cap to stand apart
from the crowd
Internal Job Posting –attend all
the seminars, projects and
workshops.
prepare and attend it with utmost
seriousness
Reflection on How I feel
I have been very fortunate to work in this industry. I have learnt how to develop
skills of communication with customers. Earlier I was very shy in speaking with people on
public grounds. Later I realized that to be a good public speaker I have to involve people within

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the communication process. I have learnt how to use a horizontal communication system where I
have involved the people within the communication process.
SWOT
Strengths Weakness
 Good communication skills
 Good adaptive capability
 Pro-active attitude
 High Tolerance level
 Good at public speaking
 Professionally qualified
 Have managerial skills
 I’m way too detail oriented
 Excessive friendliness
 Takes too much tension about work
Opportunity Threats
 Huge demand of efficient
communication skills in organizations
 Can work under pressure
 Have an efficient career options
 Too much competition
 Less job opportunities

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Recommendation
 It is recommended by my mentor that Internship is the best period of the career for
enriching one’s knowledge. In other words I have to be much more attentive and make
sure that I am being able to learn about the different professional aspects from the seniors
and also from the co workers
 I will have to make myself approachable to all my ream members and also make sure at
the am time that I am not being over friendly with anyone. This might not be well
accepted by people. There are differ workers with different kinds of mindset. Some
people might take the undue advantage of this friendly nature and cause harm.
 I must work outside my scheduled hours of operations as well also that I can enrich my
knowledge and make sure that I am learning different kinds of communication skills and
customer dealing skills as well.
 I will develop transformational leadership system so that I can include all the members
within the business decision process.
Conclusion
Thus it can be concluded that interning with such a well known company has
really been very helpful for me. I have been able to learn many new and innovative skills of
interacting with the customers. I have also developed the skill of maintaining a time bound
planned routine so that I can cater to all the needs and demands of customers without
overlooking any particular customer.

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Bibliography
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Suriyankietkaew, S (2016) Effects of sustainable leadership on customer satisfaction: Evidence
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Suriyankietkaew, S (2016) Effects of sustainable leadership on customer satisfaction: Evidence
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Tsong, F. H,.and Seng, C. L. (2016). Applying Customer Satisfaction Through Human
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Yuen, K. F., & Thai, V. V. (2015). Service quality and customer satisfaction in liner
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