Introduction The Waterview is one of the best places for many tourists to spend time on relaxing and enjoying the view of the Muskoka District area during the summers. The Waterview was a snack bar located on the waterfront property, and associated with a full-season resort in the Muskoka District of Northern Ontario. It served a pub-fair lunch, dinner menu, beverages and alcohol; and was only open during the summers. Moreover, there were countless lakes, shops, restaurants, and golf courses throughout the area that attracts millions of tourists come to visit annually. Thus, increasing the customer services and quality are very important in tourist industry at this area, in order to meet the high expectation and retain the customers. According to the case, The Waterview used to have a high reputation among the tourists. However, there is a continuously decreasing on the services quality and customer satisfaction due to the multiple changes of ownership in recent years. In this case, the major issue is the workplace conflict between the assistant operations manager – Rebecca Boddington and Waterview supervisor – Michael Welland. There are four particular incidents that pointed out in the content. Frist incident is Rebecca didn’t consulted and notified Michael there is a change of arrangement of his job before the opening of the snack bar. Second incident is Rebecca didn’t raise and adjust Michael’s wages as much as she promises him before the employment. Third incident is Rebecca canceled Michael’s shifts on purpose. Forth incident is Rebecca didn’t take the responsibility as an operations manager to solving the computer issues. These incidents both indicate Michael has treated unfairly and Rebecca didn’t take the responsibility as an operations manager. Therefore, as a HR manager of The Waterview, I will develop a job description and competencies for opening a