The Waterview Case Analysis
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OVERVIEW
Located on the waterfront at a premier resort, for decades the Waterview snack bar had been the leading tourist destination in the Muskoka District of Northern Ontario. After multiple changes of ownership, however, the quality of service at the resort and especially at the snack bar deteriorated, and revenues fell sharply. Exacerbating an already difficult situation, long-time employee Michael Welland, recently promoted to snack bar supervisor, engaged his manager, Rebecca Boddington, in several heated arguments. The arguments revolved around Boddintons assigning Michael tasks beyond the scope of his job description, paying him less than she had promised when she promoted him, and refusing to take time for discussing and resolving Wellands job-related concerns. Discouraged and disgruntled, convinced that Bodington held a personal grudge against him, Welland felt unsure about finishing the four weeks remaining on his contract with the Waterview. This serious lack of communication, coupled with poor employee morale and workers frequent disputes with their supervisors, substantially diminished the Waterviews share of its highly competitive tourism market.
PROBLEMS
Even a cursory review reveals problems in The Waterview snack bars organization and processes, its managers professional demeanour and skills, and its employees task management.
For example, Bodington changed Wellands job responsibilities without consulting him or notifying him in advance. In one instance, when Welland arrived to start work at the snack bar as supervisor, he discovered–to his considerable dismay