...Introduction to the Regency Grand Hotel: 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 organizational 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 organization, 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 organization therefore deteriorated. Symptoms & Causes of Deterioration of Performance: Symptoms & Causes of Deterioration of Performance Cultural factors Communication factors Staff performance: personality and organizational fit Job design and role ambiguity Espoused and enacted values Power hierarchy & decision making process Stress, absenteeism, high staff turnover and job satisfaction Major issues in the case: Major issues in the case Organizational change inadequately managed. The differences in the newly merged workforce...
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...Ongori (2009), employee empowerment have benefited many organizations through managing and taking care especially enhancing employee commitment and reducing employee turnover. As the case of the Regency Grand Hotel, the new management introduced the empowerment practice while at the same time expecting the employees to go beyond guidelines and standards to consider guest needs on a case to case basis (McShane & Travaglione 2007). Employees’ empowerment is needed in organization in order to expect employees to be in position to make quick decision and respond quickly to any changes. However, in order to effective and efficient, empowerment is required trust, motivation, decision making and breaking the inner boundaries between manager and employees (Thite 2004). There are internal and external factors which affecting the employee empowerment in the organization. Employee empowerment often fails due to various patterns and attitudes of employees. Most of people would feel uncomfortable and do not want to accept the change in management. Ongori (2009) stated that people may believe they want greater freedom and responsibility, while on the other hand, after years of being restricted, people may be unwilling and unable to take advantage of empowerment. In the case of Regency Grand Hotel, the previous management enforce employee to always work according to the management’s instruction and ensuring that the instructions are carried out diligently and conscientiously (McShane & Travaglione...
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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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...Regency Grand Hotel Case The Regency Grand hotel was established by the local consortium of investors 15 years ago, and was operated well by Thai general manager since that time. It had 700 employees in the organization and used to provide creditable employee benefits, such as above market rate salaries, job securities and bonuses regardless of the hotel performance during the year. Based on those advantages, The Regency Grand hotel became one of the most prestigious hotels in Bangkok. The hotel used to be very profitable and all the employees have always followed the orders and instructions from senior management layer clearly and carried them out conscientiously and carefully. However, the organization’s previous cultural made employees lack innovation and creativity. Indeed, employees were afraid of to be innovative and take risks because they would get the punishment from the management for their self-assertion and exceed superior authority. Meanwhile, in the past, the Regency Grand had emphasized administrative control, resulting in many bureaucratic procedures throughout the organization. The employees suffered the resistance when trying to help or coordinate with guests for some minor matters. The hotel was not working quite effectively or efficiently to some extent. Recently, the hotel was acquired by a large American hotel chain which wanted to expand their operation into Thailand. The Thai general manager decided to take an earlier retirement when he got the announcement...
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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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...The Regency Grand Hotel Case Study: A Managerial and Socio-cultural Approach ------------------------------------------------- | | | | | | | | | | | | | | | | | | | | | | | | | | | Executive Summary This analysis reviews the case study of The Regency Grand Hotel following a recent change in the upper management and implementation of a new organisational strategy which has led to the performance deterioration and the increase in customer complaints. The problems are analysed in light of a diverse range of theories and scholarly views regarding the impact of potential factors on organisational performance and profitability foresights. Through theoretical and empirical research, the authors have focused on leadership styles, and the cultural and societal values to analyse the problems at The Regency Grand Hotel. The analysis undertaken brought about a wider and clearer image of the situation both as a whole (macro) and in terms of dissected attributes (micro). The macro problem revolves around cultural differences and imposition of a participative leadership style that did not associate with the socio-cultural dimensions of the organisation. In essence, the case study lead to a common platform entitling that cultural backgrounds and societal factors are the most important factors to be considered before enforcing any managerial strategy. Moreover, a certain level of hierarchy is quiet indispensable in organisations...
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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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...____________________________________________________________ ____________________ CASE-1-THE REGENCY GRAND HOTEL Marks-15 The Regency Grand Hotel is a five-star hotel in Bangkok, Thailand. The hotel was established 15 years ago by a local consortium of investors and has been operated by a Thai general manager throughout this time. The hotel is one of Bangkok’s most prestigious hotels, and its 700 employees enjoy the prestige of being associated with the hotel. The hotel provides good welfare benefits, above—market rate salary, and job security. In addition, a good year-end bonus amounting to four months’ salary is rewarded to employees regardless of the hotel’s overall performance during the year. Recently the Regency was sold to a large American hotel chain that was very keen to expand its operations into Thailand. When the acquisition was announced, the general manager decided to take early retirement when the hotel changed ownership. The American hotel chain kept all of the Regency employees, although a few were transferred to other positions. John Becker, an American with 10 years of management experience with the hotel chain, was appointed as the new general manager of Regency Grand Hotel. Becker was selected as the new general manager because of his previous successes in integrating newly acquired hotels in the United States. In most of the previous acquisitions Becker, took over operations with poor profitability and low morale. Becker is a strong believer...
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...(1) The issue of empowerment in Regent Grand Hotel, and the possible solution to empower employees in Regency Grand Hotel. Issue 1) Becker said it was ok to make a mistake once, but not twice. This doesn’t motivate individuals to work outside their current boundaries and hence doesn’t empower employees. Results) Employees, especially, supervisors are worried about their job security and position rather than being empowered to be creative and innovative. Issue 2) Even though Becker was trying to implement empowerment strategy by enforcing employees to be creative and innovative when they handle the problems, there was lack of details. Soultion2) Define The Scope And Content Of Empowered Work Empowerment can make leaders and employees alike uncomfortable if the scope and duties of authority are not clearly defined. When empowering employees, leaders must be explicit about what is involved and the goals that must be reached. The scope of authority delegated also needs to be explained in detail to raise employees’ sense of responsibility. (YE Ji-Eun , 2012) Issue 3) Becker didn’t know the employees’ ability specifically. That’s why He just provides vague guidelines for employees. For example, he just stressed the more complex issues and decisions were to be referred to superiors, who were to coach and assist rather than provide direct order. Solution3) (Understand And Develop Employees’ Capabilities) Understanding the skill sets and pace of each...
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...A COMPREHENSIVE ANALYSIS OF HYATT HOTELS CORPORATION AND HOW IT RELATES TO COMPETITION WITHIN THE HOTEL INDUSTRY Table of Contents EXECUTIVE SUMMARY 1 EXTERNAL ENVIRONMENT ANALYSIS 3 General Environment 3 Demographic Segment 3 Technology Segment 7 Economic Segment 11 Political / Legal Segment 14 Socio-cultural Segment 16 Nature Segment 18 Global Segment 19 Industry Environment 21 Intensity of rivalry 21 Supplier power 22 Buyer Power 22 Threat of substitutes 22 Threat of new entrants 23 Competitor Environment 23 Introduction 24 Future objective 25 Current strategy 26 Capability 28 Assumption 30 Driving Forces 31 Economic growth 31 Globalization 31 Technology 32 Room Service Remodeling 33 Go green 33 Key Success Factors 34 Multiskilled and flexible workforce 34 Franchising 34 Quickly adopt new technology 35 Strategic Group Map 35 INTERNAL ENVIRONMENT ANALYSIS 39 Resources 39 Tangible resources 39 Intangible resources 41 Capabilities 44 Core Competencies 45 Brand Development: 45 Golden Passport Membership 47 Making Meeting Easy 47 Distinctive Competencies / Four Criteria Test 48 Supply Chain 50 Inbound Logistics 50 Operations 52 Outbound Logistics 54 Marketing and Sales 56 After-Sales Service 58 Weighted Competitive Strength Assessment 59 Financial Report 63 Profitability Ratios 64 Liquidity Ratios 67 Leverage ratios 69 Efficiency Ratios 71 Revenue Per Available...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
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...Master of Business Administration Sustainability & Innovation International Timeshare Industry SUSTAINABILITY & INNOVATION: INTERNATIONAL TIMESHARE INDUSTRY March 3, 2015 Faculty of Hospitality & Tourism Management Master of Business Administration Table of Contents Abstract 1 CHAPTER 1 – Research Study 2 1.1 Introduction 2 1.2 Research Problem 3 1.3 Research Objective 3 1.4 Research Question 3 CHAPTER 2 – Description of Changing Landscape & Challenging Market Space 3 2.1 Changing Landscape & Challenging Market Space 3 2.1.1 Economic and Industry Analysis 5 2.1.2 Challenges & Strategic Trends 8 2.2 Description and Analysis of Four Key Businesses 9 2.2.1 Marriott’s Aruba Ocean Club 9 2.2.2 La Cabana Beach Resort & Casino 9 2.2.3 Tropicana Aruba Resort & Casino 10 CHAPTER 3 – Research Design and Methodology 10 3.1 Research Design – Data Collection 10 3.2 Methodology – Data Analysis 11 3.3 Quality of the study 11 CHAPTER 4 – Results and Findings 11 4.1 Descriptive Analysis 11 CHAPTER 5 – Conclusion and Recommendations 22 References 24 APPENDIX A – Interviews 25 Abstract The timeshare industry whether large or small are competing on a variety of areas such as luxury, flexibility and service. It is also the least researched segments of the accommodation of tourists. This paper provides a analysis of the current situation of the timeshare industry focusing on innovation...
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...Caesars Entertainment Case 33 The Desert Palms Hotel & Casino Final Term Project COURSE: Strategic Management INSTRUCTOR: SUBMITTED BY: DATE: December 2, 2013 Disclaimer: Since The Desert Palms Hotel & Casino is not a real company, we have done an analysis of Caesars Entertainment where unknown figures were needed. TABLE OF CONTENTS Topic and Purpose ………………………….……………………………………………...1 Scope……….........................................................................................................................3 Key Issues.............................................................................................................................5 Implementation Considerations……....................................................................................7 Alternatives..........................................................................................................................10 Alternative (Pros and Cons).................................................................................................11 Recommendations................................................................................................................11 Company Description.................................................................................................Appendix I Purpose Objectives ....................................................................................................Appendix II Internal Analysis....................................
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...A Project Report On EVENT MANAGEMENT Submitted By: Mayur .A.Ghunkikar Roll #7920 MMS II Second Year Masters In Management Studies (IV–Semester) Oriental Institute Of Management Studies To the University of Mumbai In Partial Fulfilment Of MMS Academic Year: 2008-2009 CERTIFICATE This is to certify that, the project assigned on ‘Event Management’ has been successfully completed by Mr. Mayur .A. Ghunkikar of Oriental Institute of Management Studies, Vashi. The project is being completed as a part of the syllabus and also in partial fulfillment of the two year full time degree of Master Of Management Studies conducted by University of Mumbai. | | | | | | | | |Signature of examiner | |Prof. Rupali Mohite | | | |(Course coordinator) | | | | | | | | ...
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...MASTERPLAN ACCELERATION AND EXPANSION OF INDONESIA ECONOMIC DEVELOPMENT 2011-2025 R EPUBLIC OF I ND ON ES IA Doc. Wijaya Karya Masterplan for Acceleration and Expansion of Indonesia Economic Development © Copyright Coordinating Ministry For Economic Affairs, Republic of Indonesia Published by Editor Design by : Coordinating Ministry For Economic Affairs : Deputy Minister for Coordinating Infrastructure and Regional Development, Coordinating Ministry For Economic Affairs : IndoPacific Edelman First Published 2011 All Rights Reserved Coordinating Ministry For Economic Affairs, Republic of Indonesia Masterplan for Acceleration and Expansion of Indonesia Economic Development Jakarta: Coordinating Ministry For Economic Affairs, 2011 212 pages; 28 x 30 cm ISBN 978-979-3754-14-7 Masterplan aCCeleratIOn anD eXpansIOn OF InDOnesIa eCOnOMIC DeVelOpMent 2011-2025 Coordinating Ministry For Economic Affairs Republic of Indonesia 6 Masterplan P3EI Abstract Doc. Astra Otoparts Doc. Wijaya Karya Doc. Wijaya Karya Table of Contents Preface from The President of Republic of Indonesia Abstract Historical Breakthrough in the Making of MP3EI 1. The Self-Sufficient, Advanced, Just, and Prosperous Indonesia A. Preface B. Acceleration and Expansion of Indonesia Economic Development C. Indonesia’s Position Within The Regional and Global Dynamics D. Indonesia’s Potential and Challenges E. Acceleration of Economic Transformation - A New Way of Working...
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