Undercover Boss and the CEO Essay

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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 done: Stephen Cloobeck deals with the overbooking problem quite well but fails to attend to the paper bookkeeping system which is obsolete.

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He thinks that it is 2010; someone needs to upgrade this to scheduling and reservation system. Shift from paper to computer and make work efficient for the employees (Undercover Boss Analysis of Stephen J. Cloobeck: CEO of Diamond Resorts International, n.d).

Resort Engineer job analysis

Overview: Stephen Cloobeck is given the alias Jack Fisher, as he helps Randy in his first job as resort engineer. He has a fire extinguisher as Randy welds the AC on the building. Then, he assists Randy in substituting the old lights with Diamond Resort lights. Result: a small fire is quickly extinguished by both and Cloobeck isn't afraid of climbing up the ladder anymore. He comes to know that Randy had an RV repair business, but it was bought by another company who declared bankruptcy whilst owing randy $240,000. Hence, Mr. And Mrs. Randy are working two jobs. Hence, Cloobeck rewards Randy with $150,000 to clear his mortgage debts and a bonus of $50,000 (Undercover Boss Analysis of Stephen J. Cloobeck: CEO of Diamond Resorts International, n.d).

What he should have done: Cloobeck didn't make much of an adjustment to the situation, yet in this short scene, there wasn't one job related hazard. While welding the AC, he had a fire extinguisher and wore wet clothes, which sounds pretty decent. Cloobeck gained his respect by clearing Randy's mortgage crisis. He had his own share of bad luck, so he acted nicely in the situation (Undercover Boss Analysis of Stephen J. Cloobeck: CEO of Diamond Resorts International, n.d).

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