...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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...Regency Hotel Case Study The Regency Hotel is a beautiful five star hotel that is located in Bangkok. This hotel was established by a local group of investors and was operated by a Thai general manger at the beginning. This Regency Hotel was one of the country’s most prestigious hotels. The employee count for the hotel was around 700 and the moral of the employees was very high. They hotel offered very good employee benefits, above average salaries, plus job security. They also included a great yearend bonus that was not based on the hotels overall performance. After some time the hotel was sold to a very large American hotel chain, after finding out the general manager decided it was time to take an early retirement because of the change of the ownership. For the most part the American company kept all of the Regency’s employees and only did minor transfers of positions. The new general manger was named John Becker, he was an American manager with 10 years of experience in the industry. The decision to choose Becker was easy due to his success in integrating pervious hotels in the past. Becker strongly believed in empowerment, which is a certain degree of autonomy and responsibility for the decision-making regarding the hotels tasks. Becker expects his employees to really go the extra mile. Becker expected the employees to be guest-oriented at all times to drive up the customer service. Becker had a lot of success in his previous positions from empowerment, and found...
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...------------------------------------------------- Case Assignment 2 The Regency November 7, 2015 Michelle Archibald HRES 1101 November 7, 2015 Michelle Archibald HRES 1101 Case Assignment #2 One of Bangkok Thailand’s most prestigious hotels, The Regency, was established 15 years ago and was operated by a Thai General manager for the entire time. The hotel was sold to a large American hotel chain. When this was announced the current General Manger of the hotel decided to retire early leaving an open position which was filled by an American named John Becker. John Becker believed in the empowerment of employees. He believed that all employees should be empowered to make decisions to the best of their ability to ensure the satisfaction of their guests needs. He was very successful running hotels in America this way, and expected The Regency to be just as successful. This is not however how the hotel was run by the previous management. After Becker introduced this new policy to the hotel, the management seemed to have a mixed reaction to these changes, though no one protested it. Becker also asked that the employees and managers not come to him for minor problems, and to try and resolve them on their own. This request proved to be more difficult for the staff than Becker anticipated, for they found it hard to distinguish a minor problem from a major one. Becker began to get frustrated with the staff and the amount of times they would come to him with problems. In the end the hotel and staff suffered from these...
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... 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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...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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...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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...Hotel industry in Kuwait (regency hotel) Hotels Industry is a very important element in any country's economic in our society nowadays, because it's the most necessary field that should be active and focus in improved it in the tourism of the country , and that’s because it's the first thing that comes into the mind of the foreigners or the visitors. Also, it represents the face and the development growth rate of the country for visitors. Hotel industry is a wide industry which includes many various types of tangible and intangible services such as, formal events, wedding planning, pleasant staying, and guide tours around the country, restaurants and catering issues, laundry, theme parks. Some five stars hotels provides all of the above along with means of transportation to any destination that visitors wish to go, that includes driving them to and from the airport. Some facts that I got from the internet, is that the hotel industry is around 3.5 trillion dollar service sector within the global economy. This particular industry is important element in the domain of the countries income because it’s a reservoir income from where the foreigners exchange flows. On the other hand, the more the hotel industry in the country is successful the more the economic status of that country increases. Hotel industry is like many other industries that needs to explore and undergo new innovations, so that a fair blending cash flow of the economy getting balance and increase. The hotel...
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...The Regency Grand Hotel, a five-star hotel in Bangkok, Thailand is noted to be one of Bangkok’s most prestigious hotels and its staff enjoyed the prestige of being associated with the hotel. The recent sale of the Regency to a large American chain of hotels and the appointment of a new general manager, John Becker, an American with 10 years of management experience with the hotel chain have significantly affected the hotel’s reputation and good standing in the hotel industry. Becker thought that the practice of empowerment would benefit the overall performance of the hotel. From his U.S. experience, Becker “found that empowerment increased employee motivation, performance, and job satisfaction, all of which contributed to the hotel’s profitability and customer service ratings” (McShane/Von Glinow, p.188-190). Not long after implementation of the practice of empowerment, Becker realized that contrary to his expectations, the business and overall performance of the hotel began to deteriorate. Guest complaints increased, employees’ mistakes increased, absenteeism increased, and employee turnover rate reached an alarming high. The good working conditions that were in place under old management had been severely strained. No longer did the employees appear united and supportive of the other. Diagnosis: Love 2 Drawing from the Multiple Levels of Analysis Anchor (organization, group, individual), at the organizational level of analysis, System Theory can...
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...University of San Jose – Recoletos Magallanes Street Cebu City PRACTICUM REPORT - HOTEL PHASE Crown Regency Hotels and Tower Submitted by: Fatima G. Laguna BSHM – 4 General Submitted to: Mr. Reo Y. Yamuta Crown Regency Hotels History J. King & Sons Company, Inc., was founded in the 1950’s, it is a privately owned company based in Cebu City. The company started in the realty business operating warehouses, apartments and office spaces for rent. At present, the company has expanded to Tourism and Hospitality catering for both local and foreign tourists all over the Philippines. It has more than eight (8) establishments in operation in Cebu City and more than seven (7) outside Cebu Province. A majestic view of uptown Cebu City satiates the eyes at the 40-storey hotel tower, the Crown Regency Hotel and Towers. Comfort and luxury are the main components of each of the facilities and amenities for guests to enjoy during their stay. Elegance and sophistication are mimicked in the Presidential suites, spacious conference rooms and functions areas as well. Adjacent to this is the equally regal Tower 2, Club Ultima, which also hosts the 54 executive suites, dining areas and recreation facilities. The Crown Regency Hotel and Towers is the perfect union of an ideal location and impeccable service. A quality business and leisure hotel, Crown Regency Hotel and Towers is a place where service is beyond reproach and the warmth of welcome is sincerely Filipino. Located right at the...
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...Lyceum of the Philippines University Batangas City College of International Tourism and Hospitality Management Narrative Report on Asian Cuisine Crown Regency Resort and Convention Center Ambulong, Barangay Manoc Manoc,Malay,Aklan,Boracay Island May 22 – June 6 2014 In Partial fulfillment of the requirement for the course CLOCA 10C For the degree in Bachelor of Science in Cruise Line Operation in Culinary Arts Submitted by: Mathew C. Ilagan Submitted to: Table of Contents I. Acknowledgement........................................................pg.1 II. Company profile...........................................................pg.2 III. Industry Experience.....................................................pg.3 IV. Evaluation of the Company……………………………..pg.4 IV. Recommendation..........................................................pg.5 V. Photographs..................................................................pg.6 I. Acknowledgement First, I would like to thank our Almighty God for answering my prayers every day, for the strength that HE gave to me. From the start up to present, you guided me especially in my study. For the wisdom, enlightenment and the perseverance that He gave for me to finish this report. The guidance He showed me, and most of all for the blessings He showered me. To my parents that gave their financial support and assistance. You’ve worked so hard to give all that I need. Thank you also for...
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...Analysis of the Regency Plaza case study 4.0 Risk Evaluation and Management of Regency Hotel Project Any project will presents risk elements that represent opportunities or threats that can undermine the smooth running or even completion of the project. Similarly the Regency Plaza project with its high stake of the deliverables, careful managing of risk should be top priority. Using the four stages of Risk Management framework, we shall attempt to evaluate how well risk was managed in the case Regency Plaza project. 4.1 Risk Identification: Sources of Risk Identifying the sources of risk is paramount; detect as many as possible and should be directly related to the project objectives. Uncertainties will happen during the project runtime; hence identification of all possible of risk elements should be meticulously specified, and in the case of Regency Plaza, it can be associated with the design, development, quality, staffing, schedule and budget. Since the Regency Plaza was a mixed use project, and being the first of its kind undertaken by the Group, they may lack the experience in running this project. This was further compounded by the complication of the size and layout of the floor plate in terms of the difficulty of designing a structure to accommodate condominiums over the hotel rooms, seated over a parking garage. Elevator core location and column spacing were essentially fixed by these constraints. At the same time issues such as length of the hallways, floor...
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