... Organization – The Regency Grand Hotel Verbal and written complaints from the customers increase rapidly. The prestige of the hotel is replaced by negative feedbacks given by the public. The business is definitely losing money. *Relating to Organizational behaviour* concepts Empowerment Empowerment refers to increasing the spiritual, political, social or economic strength of theindividuals. It often involves the empowerment developing confidence in their capacities. In some situations empowerment could motivate employees. The problem in the hotel is the measurement of a major or a minor issue. There is not a definition or standard states what a major issue is. Actually employee needs to know what he/she can touch and what he/she cannot. Conflict comes when the management disagrees with the employees’ view. For example, a guest goes to the front-counter people and asks for a room upgrade. The front-counter boy thinks he could do that without approval from his superiorbut the front-counter manager may think it is a big issue because it would affect the profit of the business. What the front-counter boy has done may annoy the front-counter manager. Job design According to the job characteristics model, employees are more motivated and satisfied when jobs have higher levels of characteristics. People have different skills, it is important to put the right person into the right position. A few employees of the hotel were transferred to other...
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...intended with the Regency Grand Hotel. The series of events that occurred thereafter led to deterioration and poor overall performance (McShane & Sheen, 2012). Incorrect implementation of empowerment is clearly the underlying cause for the hotel’s recent performance, which is explained by the Expectancy Theory of motivation and Dissatisfaction Model. Problem Empowerment was too quickly placed in action without the consideration of culture differences and previous working ethics. This led to hotel performance failure because of employee dissatisfaction. The Dissatisfaction model (Exit-voice-loyalty-neglect) explains how employees had responded to job dissatisfaction (McShane & Steen 2012). The Expectancy theory of motivation complements the previous theory in explaining how employees worked towards a particular outcome (McShane &Steen, 2012). Analysis “After meeting with the managerial team at The Regency Grand Hotel, Becker was pleased with the response from the managerial staff and was eager to have his empowerment plan implemented (McShane & Steen, 2012).” Managers in this meeting expressed loyalty (Dissatisfaction model) by merely accepting the current conditions and waiting for the problem to work itself out (McShane & Steen, 2012). Empowerment encourages employee autonomy, decision-making, and innovation; all of these being opposite ideologies to the bureaucratic management system the hotel were used to. “In the past, the Regency had emphasized administrative...
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...1 Paper: Assignment Style: Oxrford Pages: 7 Sources: 6 Level: Graduate Case Study – The Regency Grand Hotel [Writer Name] [Institute Name] 2 Case Study – The Regency Grand Hotel Summary of the Information The Regency Grand was Thai owned and operated. Its performance was very good. It was a profitable and successful company during its 15 year existence with very high morale within the company. Employee’s worked according to management’s instructions. Employees were not allowed to be innovated and creative. All decisions were at management level. Recently, the hotel was sold to a large American hotel chain (Calrity, 2010). Its general manager got retirement and manager of the American hotel chain, John Becker, became the general manager. Becker has been a successful management person in the hotel chain, so he was given the charge of this hotel as well to handle it and make it more successful. John has 10 years experience with the American company. John was appointed due to his previous success integrating newly acquired hotels in the US. In most previous acquisitions, Becker took over operation with poor profitability and low morale (Bakker, & Schaufeli, 2008) Previously the employees were not allowed to be creative and innovative, while Becker implemented empowerment in the hotel. For the employees, the decision of good and motivational that they can make many decisions by themselves, as they were not allowed under the previous management....
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...The Regency Hotel Introduction: The Regency Grand was Thai owned and operated. It was a profitable and successful company during it 15 year existence with very high morale within the company. Employee’s worked according to management’s instructions. Employees were not allowed to be innovated and creative. All decisions were at management level. When Regency was bought out by a US Hotel chain, the general manager decided to retire early. The American based company then appointed John Becker as general manager. John has 10 years experience with the American company. John was appointed due to his previous success integrating newly acquired hotels in the US. In most previous acquisitions, Becker took over operation with poor profitability and low morale. After he implemented changes the employees morale decline, absenteeism increased, customer complaints increased, and poor ratings in the media. 1. Culture--The US based company failed to research or invested in any culture changes that might affect employees when they acquired the Regency Hotel. 2. Change--John made sweeping changes that once worked in the past for fledging acquired hotels. Becker failed to plan and implement change. He did not involve any staff in the change process nor did he have a change agent to help oversee the change process within the newly acquired hotel. John based his decisions off what was successful in the past in American style business. He failed to consider the Regency was already...
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...Introduction Introduction to the Regency Grand Hotel the Hotel is among the five star hotels in Bangkok, established by local investors. The ownership of the hotel was later transferred to the American Hotel Chain. John Becker a man with a good history in organisational management became the General Manager. Becker introduced an empowerment strategy as an aspect that would increase employee motivation and satisfaction. The practice reduced the bureaucratic governance that was embedded in the past management. The employees were now able to get involved in decision making, creativity, and innovation. Interaction with top management was also encouraged. Becker's policy however did not improve the performance of the organisation, he spent a great deal of time solving employee problems, there was an increase in the number of complaints by customers and an increase in mistakes made by the employees. The performance of the organisation therefore deteriorated. Symptoms & Causes of Deterioration of Performance: Symptoms & Causes of Deterioration of Performance, Cultural factors, Communication factors, Staff performance: 1. Personality and organisational fit 2. Job design and role ambiguity 3. Espoused and enacted values Power hierarchy & decision making process 4. Stress 5. absenteeism, 6. high staff turnover and 7. Job satisfaction Major issues in the case: Major issues in the case Organisational change inadequately managed. • Following this...
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...This hotel is based in Bangkok and was established by local investors 15 years ago and was operated by Thai general manager since that time. It had 700 employees that time and use to provide good employee benefits, above market rate salaries and job security and bonuses regardless of the hotel performance during that year. This hotel was sold to an American large chain of hotel who wanted to expand its operation in Thailand. The general manger decided to take an early retirement since the acquisition was announced..The new owners kept all old employees and few were transferred to other positions. A new general manager John Becker an American with 10 years of management experience was appointed. Becker was a strong believer of empowerment, which increases performance, job satisfaction and employee motivation and this factors contribute to the hotel profitability and customer experience. The Grand hotel was always profitable since it opened 15 years ago. Management instructions were always followed by the employees and earlier, innovation and creativity was discouraged. Often employees were punished for their mistakes as a result employees were afraid to take ownership or to try new ideas. Becker has introduced empowerment and has given clear instructions to the managers, he told the managers that employees must be empower with decision-making authority so that they could use their initiative and judgement to satisfy guests needs. However, only serious and complex issues need...
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...MGMT 20124: Preparing a Report for a Case Study In addition to the correct format of your report there are content issues you need to consider. It is useful to read through the case a couple of times and get a feel as to what you will need to find before you go searching for articles. This is always problematic, but you do need to summarise the articles for support in your report, using the content, findings and conclusions. Therefore it is important that the articles are used in the detailed analysis, and argument in development of alternatives. The ‘knowledge & understanding, as well as “research skills” can be satisfied by finding arguments (through the literature) for and against, the issues that are raised within the facts of the case. That is, how well you critically analyze the facts and refer to theories, models and concepts. It will also have a bearing on how well the recommendation/s put forward will have the predictive likelihood of success. To get to that point means that you will have to put forward a range of options and on balanced argument make your decision as to what you recommend and why. Essentially it falls under what can be termed as, triangulation. (see the diagram below.) Your “Guide for Students” also gives good advice re this format. There is no “right or wrong” answer here. The marks to be gained will rise or fall based on the decision (recommendation) you make, as in the real world, and the quality of your ‘reasoned’ argument. Always...
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...STACY E. MCMANUS The Ritz-Carlton Hotel Company op yo The Master said, Govern the people by regulations, keep order among them by chastisements, and they will flee from you, and lose all self-respect. Govern them by moral force, keep order among them by ritual, and they will keep their self-respect and come to you of their own accord. — The Analects of Confucius tC James McBride, general manager of the new Ritz-Carlton in Washington, D.C., faced the largest challenge of his successful career. A proven veteran of the luxury hotel chain’s march across Asia, McBride’s most recent assignment was as the general manager of the 248-room Ritz-Carlton in Kuala Lumpur. Opened in 1998, the hotel was named “Best Hotel in Asia-Pacific” in the eighth Business Traveler Asia/Pacific magazine Travel Awards Subscribers’ Survey and, for two consecutive years, “Best Business Hotel in Malaysia” by Business Asia and Bloomberg Television.1 As Nikheel Advani, food and beverage services director for the Washington hotel, noted: “James is excellent—we have opened many hotels together. In the place where you didn’t think that it had a chance, he made it the best hotel. That’s his talent. That’s what he can do really well. It’s for the entrepreneurial person who wants to get involved and who thinks they can make a difference.” Do No But this was a new situation, even for McBride. For the first time, The Ritz-Carlton was opening a hotel that was part of a multi-use facility...
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...Hotel Rooms for FESAC Meeting for U.S. Census Bureau A proposal by DC Hotel and Suites Solicitation #: CENSUS_VLT-13-HOTEL Contract Award Date: April 18, 2013 April 14, 2013 DC Hotel & Suites 1291 Alabama Avenue SE Washington, District of Columbia 20233 +1 301 555 5555 Prepared by: Jennifer Mitchell jennifer.mitchell@dchotel.com DC Hotel & Suites 1291 Alabama Avenue SE Washington, District of Columbia 20233 April 14, 2013 Victor Levi Thomas Contract Specialist U.S. Census Bureau 4600 Silver Hill Road Suitland, Maryland 20746 Dear Mr. Thomas: Attached is our bid for the Hotel Rooms for FESAC Meeting, Solicitation Number: CENSUS_VLT-13-HOTEL. This bid assumes that if granted all necessary arrangements will be made no later than 30 days prior to the FESAC meeting. This bid is also based on information provided at this time. Any revisions required at a later date will be subject to price review at that time. If there is anything you have questions about please contact me any time. Thank you for giving us this opportunity. We look forward to hearing from you. Sincerely, Jennifer Mitchell Hotel Manager Enclosure Contents Technical Approach 4 Introduction 4 General Description 4 Capacity 4 Goals 4 Description 4 Cost 5 Other Amenities 5 Personnel Qualifications 6 References 7 Team Partners 8 Capabilities and Partner Capabilities 8 Works Cited 10 Technical Approach Introduction DC Hotel & Suites is the...
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...will result in an IMMEDIATE FAIL, with NO possibility to successfully graduate. ASSESSMENT REQUIREMENTS: As the manager of a Hotel, you would be required to prepare the following: 1) A Business Plan, and a 2) Sales and Marketing Plan Please research a Hospitality and/or Tourism organisation and complete the following sections of a Business Plan and a Sales and Marketing Plan. BUSINESS PLAN You are to identify the following: 1. Executive Summary ➢ Business Name： NEW CENTURY GRAND HOTEL NINGBO ➢ Location: NO. 666.,Middle of shounan RD, NINGBO, 315192 ➢ Mission Statement : Strives to be the first, diligently, rigorous and show loving concern ➢ Core Values: Attending to customers, serving attentively; Creating characteristic, making brand ➢ Products & Services Offered: Guest room, food&beverage, entertainment ➢ Target Market Segments: Business customers & convention group 2. Situation Analysis In each of the following categories you are to identify 3 Opportunities and 3 Threats which are specific to your hotel. ➢ Global: Opportunities 1. Own brand of Chinese in hotel group; 2. It becomes the symbol of a city in China 3. It has a traditional way to service to the customers. Threats 1. The competition is stiff with the hotel which is foreign-funded ; 2. There are small personnel reserve; 3. Lack of...
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...In-House Restaurants Become a Support Center Rather Than a Revenue Center: An Exploration of Possible Causes and Solutions for This Problem TIM 314 Hotel Management Bill Self Melanie Ho Danelle Shimabukuro Molly Thompson Abstract Purpose: The purpose of this paper is to find why in-house restaurants become a support center rather than a revenue center. This question came about when our team realized that hotel restaurants are not as popular as other restaurants and are not performing to the maximum level of customer satisfaction. This review researches to find evidence of consumer satisfaction and hotel restaurant management. Design/methodology/approach: This paper reviews consumer attitudes and service relations of the hotel restaurants management. We examine the different causes that degrade the name of hotel restaurants. Our groups research is also looking into different solutions to the problem, a possible solution would be the action of outsourcing hotel restaurants. Findings: This paper identifies the issues that affect the consumer attitudes toward hotel restaurants which then in turns reduce the popularity of the hotel restaurant. We found the attitudes of past and current opinions of hotel restaurants. Traditional fine dining hotel restaurants are not as popular as they use to be so they are using different methods to fix that problem such as outsourcing or revamping them to be...
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...Beach Hotel Reservation System Table of Contents 1. General Details about the Organization. 2. Business Processes of the Organization. 3. Existing Information Systems. (Both Computer Based & Manual) 4. Computer Based Information Systems that could be introduced. 5. Recommendations and Discussion. 1.GENERAL DETAILS ABOUT THE ORGANIZATION Tangerine Beach Hotel is a 03 star hotel in Sri Lanka which is an associate company of Mercantile Investments Limited, which has diversified into tourism with other 03 resort hotels. 1. Royal Palms Beach Hotel in Kaluthara. 2. Grand Hotel in NuwaraEliya. 3. Nilaveli Beach Hotel in Trincomalee. With the collaborative enhance support from the Tangerine Tours; Tangerine Group of Hotels has built up a clientele from all over the world. Tangerine Beach Hotel is located in Kalutara area. It belongs to the Tangerine Group of companies. The hotel consists of many facilities to full fill their guest’s requirements to the maximum level. It include 166 bedrooms comprising of 6 spacious overlooking the Magnificent ocean, Cable television & Local Channels, Mini Fridges, Telephone and IDD facilities, Hot & Cold water, WIFI ( available in Lobby and selected other public areas), and also they are providing customers with finest meals in the country with the guidance of experienced chefs. Nowadays hotel industry has lots of opportunities and the industry is in its highest peak now. Hotel Tangerine is a mass tourist hotel which...
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...October 14, 2010 Mr. Dennis Purdy, Manager MGM Grand Hotel and Casino 3799 Las Vegas Boulevard South Las Vegas, NV 89109 Dear Mr. Purdy: I would like to arrange with the MGM Grand Hotel meeting rooms and accommodations for a conference of about 400 DCC sales representatives from May 25 through May 29, 2011. During our search for facilities, your hotel received high marks for its excellent resort and conference facilities. Our MGM event-planning staff is now in the process of planning our spring sales conference and I am collecting information for our planning committee. We would like to know if your hotel has a banquet room that seats at least 450 people. Also, could we contract at least four smaller meeting rooms near the banquet room that would seat up to 100 people? Finally, I would like to confirm that we will have access to a business center with computer facilities near our conference area This information will help us confirm our conference location. A response by November 15 would allow me to brief the conference planning committee during our next meeting on November 19. If you have questions for us, you may reach me at the contact points, above. Sincerely yours, Carol A. Allen, Director Event Planning Department College of Arts and Sciences-Education CENTRAL COLLEGES OF THE PHILS. ...
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... | | | | | | | Introduction The MGM Grand fire occurred on November 21, 1980 at the MGM Grand Hotel and Casino in Paradise, Nevada, USA, now bally’s Las Vegas. The fire killed 85 people, and more than 650 were injured, mostly through smoke inhalation. The tragedy remains the worst disaster in Nevada history, which is the second largest life-loss hotel fire in United States history. It was determined...
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...Consideration of Alternatives Based on the integrated analysis of condition of the MGM Grand hotel, it can be divied to two parts which are most significant to their revenue and profit growth includes non-gaming activity and gaming programs. First of all, the non-gaming activity must be mentioned. Besides the huge number of rooms that costumers will find in the MGM Grand Hotel & Casino, they should also have other facilities that they might want to know about. The MGM Grand Hotel should build up a user-friendly information system which can help visitors to consume distinctly. For example, the reception table should collect phone numbers of every single visitor, which is in order to guide them to visit this strange area when they are confused to make the tour decision. Moreover, the MGM Grand Hotel should set up a tourist or guider group which can provide some travel plan to costumers. These plan includes several travel routes, and visitors can take advantage of the tourist program like the locations and services of famous night club, several restaurants, an events arena, the big casino, concierge, special executive-level rooms, Jacuzzi, outdoor pools, a shopping arcade, the spa, a salon, room service, the Lion Habitat, a large health club and even wedding chapels. The first method is strongly recommended to be their alternative solution, because it just have to set up a message server to send to customers their well-designed information message or web page with low maintenance...
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