case organizational behavior- case regency hotel
DESCRIPTION
Explain about Organizartional Case study The Regency HotelTRANSCRIPT
Case StudyThe Regency Grand Hotel
The Story
The Regency Grand Hotel (5 Star) run by a Thai Manager since last 15 years are very successfully
All Employees (700) are happy
Excellent benefits, salaries, job security and large bonus
Acquired by large American Hotel Chain and Keep all the most employee
John Becker appointed as New General Manager
Case Summary John applies Empowerment
- Guest Oriented and excellent customer service
- Consider guest needs case-by-case
- Reward and punisment (dont make the same mistake)
- Only Complex Issues will be brought to the supervisors
John Reduce Bureaucratic rules
- Decison making for Front liner (can do upgrade room)
- Good decision doesn’t get positive feedback
- Supervisor upset about authorities power
Case Symptoms
Middle manager-supervisor upset and resigning
Employees difficulty in discriminating between major and minor issues
Lack of motivation and no positive feedback from high level position
Low Profitability and Drop the hotel image’s
Many employees resign
Case Diagnosis The Cultural issue Different at the time of thai
management
The Leadership Style :
- Before more directive and task oriented
- New participative and people oriented
Empowerment of the front liner lead to low motivation of the supervisor and middle manager
The Rule and goals was not properly defined
- Employee failed to distinguish between major and minor issues
- Which affected to hotel performance
Problem Solving Develop the knowledge of the Thai Culture
Give performance based reward and benefits to the employees to enchance their moral and performance
Clear job designs and job descriptions this will remove ambiguity whichs decision to be made by manager or supervisor.
Dont Empower the front line employees
THANK YOU
ARIGATOU
DANKE !
XIEXIE