Table of content 1Introduction:2 1. 1Objectives:3 2Manager of Marketing and Customer Service in the partnership Uzdrowisko Iwonicz S. A. :3 2. 1Ideal model of manager:4 2. 2Key responsibilities of Marketing and Consumer Service Manager:5 2. 3Typical working day:5 3Marketing and Customer Service organization structure:6 4Key factors affecting good team work:7 5Conclusion:7 6Bibliography:8 Balon Sandra [email protected] ac. uk Assignment Brief: ‘Interview with a Manager’ Introduction to Management MM11020 Introduction:
According to the definition, manager is a person responsible for controlling or administering an organization or group of staff. He controls the professional and business activities, supervises and monitors people who directly report to him. (No data, Oxford’s on-line dictionary). There are many different types of management jobs. Even for jobs with similar titles, the duties may change significantly from one company to another. Depending on the size and kind of company, as well as typical work activities may alter.
Average tasks and responsibilities involve dealing with staffing issues such as interviewing potential staff, as well as providing or organising training and development. Manager is responsible for maintaining staff by recruiting, selecting, and training employees. Also, maintaining a safe, secure, and legal work environment; developing personal growth opportunities, creating friendly atmosphere to makes the company comfortable for their team members. I interviewed Krzysztof Guzik, Manager of Marketing and Customer Service. The company which I have choosen is Polish Uzdrowisko Iwonicz S.
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A.. In accordance with their official website it is first and one of the most popular SPA company in Poland. Iwonicz-Zdroj is the largest and oldest resort in Podkarpacie region, which attract attention patients from all over Europe. Medicinal qualities of mineral water occurring there, described Wojciech Oczko in 1578. He was a court physician of Polish King Stefan Batory. After that people started to pay attention to the perfect spa atmosphere in Iwonicz- Zdroj. In the seventeenth century the spa facility enjoyed great popularity in the country and beyond (2011, http://www. zdrowisko-iwonicz. com. pl/). Objectives: The primary mission of the partnership Uzdrowisko Iwonicz S. A. with headquarters in Iwonicz- Zdroj is a complex spa services, with treatment conducted on the basis of local raw materials and medicinal qualities of the environment. Company is dealing with the production of the spa natural medicinal resources for customers, spas, and other treatment facilities in the country and abroad. Uzdrowisko Iwonicz is responsible for production unique ecological cosmetics and medicines based on natural raw materials used in the spa treatment.
Krzysztof Guzik maintain that beginning of firm goes back to the 1867s, when the method of obtaining iodine and bromine salt were developed and implemented. Iodine and bromine salt from Iwonicz is a recognized and certified medicine in rheumatic as well as neurological and orthopaedic diseases. It is used in the medicinal baths and wraps. Product Is also used for inhalation in the treatment of air- passages illness. The second traditional medical preparation is a peloid cube, produced under the supervision of the pharmaceutical industry.
This is specially prepared and can be easy use to wraps at home which makes this product really desirable. Iwoniczanka is a name of brand for products made by Uzdrowisko Iwonicz S. A.. Mark combines over 430 years-experience of using spas natural medicinal materials from Iwonicz- Zdroj and the latest achievements of cosmetology. This makes Iwoniczanka and Uzdrowisko Iwonicz S. A. really desirable brand as well as company. The partnership includes: Spa hospital ‘Excelsior’, Sanatorium ‘Pod Jodla’, Sanatorium ‘Stare Lazienki’, Sanatorium ‘Bialy Orzel’, Sanatorium ‘Ustronie’, Spa Sanatorium ‘Number IV’, Spa Treatment
Centre, ‘Stary Palac’, Pump Room and also production of ecological cosmetics. All products are available in cosmetics shops all over the Poland and also on their website via the on-line store. The main objective for the company to makes it more recognizable. Manager of Marketing and Customer Service in the partnership Uzdrowisko Iwonicz S. A. : In according to Krzysztof Guzik the company employs 246 people, whereas 10,2% constitute a managerial positions. Mr Guzik is the manager of Marketing and Customer Service in Uzdrowisko Iwonicz S. A. since 2001.
His previous experience include being the head of the Tourist Information Centre in a Regional Development Agency Karpaty S. A. Krosno. He graduated from the Academy of Physical Education in Krakow with a degree in tourism. As a head of department in Uzdrowisko Iwonicz S. A. he manages a team of 50 people. During his career, he went through numerous courses and trainings. Previous work experience as well as current vacancy helped him to develop his professional skills and deal with complicated tasks and controlling the team the most effectively as is possible.
Asked about his biggest weakness described the perfectionism. Krzysztof explains that he is up to his ears in work. ‘For all the time I am staying in work longer than it is necessary. Before I get out of work I have to check again what I managed to do that day, and plan the next – includes the major, most important tasks to do. To be honest I do not like when I have just one job to do. I like to work on many fronts at once – then I become the most efficient in my own work. I really like my job. Sometimes I am too involved in the life of the company and the implementation of the tasks of my business. This aspect excellently testify about his professionalism as well as work engagement and commitment. What is more, he emphasis that good relationship with people- both with customers and business partners and communication skills represents his major strengths. Ideal model of manager: It is not easy to describe ideal manager. As I mentioned previously depending on the size of company and position the duties may change significantly. What is possible to outline some distinguished characteristics of perfect manager. A good manager should have a good skills in communicating with people.
Really worth in this kind of job is good relationships - both with colleagues, partners and customers as well. He has to be very open minded and approachable. He should persuade workers that they can count on him whenever they need. The ability to resolve conflicts and deal with difficult problems should be consider as an important aspect. What is worth, employees may find him helpful and supportive. Manager has to behave objective, be fair and honest around subordinates. What more, good manager should be comprehensively oriented in entire managed realm. Manager of Marketing need to have a good knowledge of the customers.
He should consider how to best create value, satisfaction and achieve loyalty for its. Important is to develop long-term relationships with potential customers. Marketing manager should be able to know how to satisfy its customers. Moreover, he should be open minded for new ideas. He is responsible for affairs such as promotion, advertising services and spa products. That is way he should distinguish as a creative, responsible and confidence. The next and one of the most important role of a marketing manager is to carry out marketing research and analysis.
The marketing manager should do a thorough marketing research and analysis. It might help in order to possess a detailed understanding of their own business and the entire market. Key responsibilities of Marketing and Consumer Service Manager: As a manager of Marketing and Consumer Service Krzysztof is mainly responsible for marketing, advertising, promotion, designing ads for a variety of publications, directories, newspapers, etc. , cooperation with travel agencies, search and acquisition of commercial customers.
The major task also includes to manage affairs in the following areas: collaboration with partners - preparing contracts and agreements for the provision and sale of the spa and supervision of their implementation as well as sales and settlement services. He is also liable for maintain cordial relationships with the stake holders and shareholders of the company and develop long- term relationship with potential customer. As manager he is expected to act as a role model for Uzdrowisko Iwonicz S. A. values, to support the development of the required company’s performance standards.
He is responsible for the organization and quality of work of subordinate in his department. Good communication skills he has plays crucial role in his job. As a head of division he has the ability to hire, promote and fire employees within his department. Also, observance of labour discipline and estimation of subordinate employees. Subsequent responsibility involve cooperate with the Company's organizational units to conduct and develop sales of spa treatment. This is very wide range of actions on which there has to be supervision. Managing and work organization of the 50-people team is not an easy task.
He must be focuses on every aspect regarding the team which require sincere work engagement and commitment. Manager is also responsible for the atmosphere in manage department as well as whole company, which gives a huge opportunities to achieve planned objectives. Comfortable atmosphere may spawn staff works more efficiently. Krzysztof Guzik mentioned in interview that they employees identify themselves with the company. They know what is the meaning of the term company’s mission. Also, what is required to achieve a goal. The atmosphere in the company is friendly which encourage to execute planned targets. Typical working day:
It is really hard to describe just one working day. Every day is different from the other and there is always plenty stuff to work out. For the most part Krzysztof Guzik is working from 7. 00 am to 3. 00 pm every day from Monday to Friday. Due to his manager’s position- time which he has to sacrificed for work is much longer. Sometimes he has to work during weekends. Usually his tasks includes a lot of correspondence to answer, receive a number of telephone call from customers, partners and implementation of the tasks set for the day. He explains that most of the tasks is trying to set the day before to help employees to deal with them.
Unfortunately sometimes it is impossible, we cannot planned everything and more urgent matters to do comes out during the day. Krzysztof spend a lot of time for the analysis, planning, assessment of the current situation. He has to be in constancy contact with the other directors of the company to find the best way to exploit the potential of the company. Also, to discuss the business strategy to achieve the goal. Despite the fact that he is busy manager he always find a time to meet with staff for example to discuss the project, to separate duties if it is necessary, solve problems, etc.
He is also responsible for meetings with customers, partners, guests of the spa. Like he said: ‘Every day brings new challenges and tasks with whom I have to deal with. ’ Marketing and Customer Service organization structure: The whole Marketing and Customer Service department carries a focus over many different functions. Therefore, the structure of an company must be good considered and arranged properly on each organisation’s level. The Marketing and Customer manager is the head of the department and supervises seven departments as is shown on the chart number 1.
The Marketing and Customer Service manager is accountable to the four higher level of company’s organization structure such as Annual General Meeting, Supervisory Board, Management and Chairman of the Board. Company's organizational chart: Department of renovation and investment Materials Management and Administration Department Chief Accountant Accounting Department Budgeting and Financial Analysis Department Head of Finance Technical Magazine Department of protection of sources and sales Main specialist for the sources protection and production Marketing Department
Institution of the SPA production SPA Institution Director of Sales and Marketing Customer Service Office Administrative Department of SPA Director of the Private Team ZOZ Rehabilation Clinic Wellness Department Institute of Natural Medicine Pump Room Sanatorium Medical Department Spa hospital „Excelsior” Department for Infections Quality Control Department Secret Office Plenipotentiary for Classified Information Department of human resources, organization and management Chief Specialist for the Management of Health and Safety
IT Department Chairman of the Board Annual General Meeting Supervisory Board * Management Plenipotentiary for quality management Department of renovation and investment Materials Management and Administration Department Chief Accountant Accounting Department Budgeting and Financial Analysis Department Head of Finance Technical Magazine Department of protection of sources and sales Main specialist for the sources protection and production Marketing Department Institution of the SPA production SPA Institution Director of Sales and Marketing
Customer Service Office Administrative Department of SPA Director of the Private Team ZOZ Rehabilation Clinic Wellness Department Institute of Natural Medicine Pump Room Sanatorium Medical Department Spa hospital „Excelsior” Department for Infections Quality Control Department Secret Office Plenipotentiary for Classified Information Department of human resources, organization and management Chief Specialist for the Management of Health and Safety IT Department Chairman of the Board Annual General Meeting Supervisory Board * Management
Plenipotentiary for quality management * * Key factors affecting good team work: A team works well when the members understand what they will be compensated for their efforts. A team is driven by a common goal. There begins the role of the manager, which is very important, valued and should be appreciated. There is a lot of different approaches concerns ideas of being good manager. One of the ways is to impose a good impact on a team and to increase their effectiveness. Manager should hold regular meetings to keep a team updated on important information and to offer training.
The development of an effective team requires a positive manager’s attitude due to persuasion that every team needs coordinator. Thanks to good management, the team members elicit the possibility to gain new skills which may be helpful in the future. Due to his encouragement he may allow people to self-development and gives them opportunities for being promoted to higher positions. Conclusion: Currently, partnership such as Uzdrowisko Iwonicz S. A. is becoming more recognizable company and brand on Polish domestic market place as well as on European. Managing and work organization of this team members is not an easy task.
Manager has to be in persisting contact with the other directors of the company to find the best way to exploit the full potential of the firm. Manager have to be focuses on every realm regarding the team, the work they do, the process of manufacturing, approval process of many tasks and a lot of different aspects. His point of view plays crucial role in company’s making decisions process. There is wide range of actions on which he supervises. Dealing with the documents within the department, regarding the team and the work they do is very complicated and require personal skills which may help to coordinate the team work.
Good manager must keep up to date every issues within the company and has to find the best practice to solve struggled problems. Basically, manager does not have to be an expert in every kind of realm. Sole criterion which is required to being a master within his position. There is plenty of approaches which describe model of ideal manager. The most significant characteristic mainly involve efficient decision making, creativeness, responsibility, self- confidence as well as good communication skills.
Conclusively, the manager is an important and valuable person occupying higher level of company’s position. He is responsible for making decisions Bibliography: Oxford University Press. (no data). Oxford dictionary. [on-line] Available at: http://oxforddictionaries. com/definition/english/manager. Last accessed 17th January 2013. Uzdrowisko Iwonicz S. A. (2011). Uzdrowisko Iwonicz S. A.. [on-line] Available at: http://www. uzdrowisko-iwonicz. com. pl/. Last accessed 17th January 2013.
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