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 ...view middle of the document...
The American based company provided no culture training to John Becker or the staff at the Regency. John Becker had no plan for changes he implemented. Lastly, but most important was the poor communications within the entire company. Even with the best plan; if it is not communicated properly then it will fail.
* Analysis and Evaluation: During his staff meeting with management John did not communicate his expectations, nor did he ensure every manager understood the tool empowerment. Using the MARS model under roles perception, if tasks such as John expectations, standards, rules, and definitions such as the difference between major and minor issues were properly communicated then managers would not over turn employees decisions. Employees would have job satisfaction, high morale and a sense of purpose. Employee’s decisions were over turn by management led to increases in absenteeism, turnover, and customer complaints resulting in the decline of service in the media’s eye.
Using the Expectancy Theory of Motivation, provide role clarity and increase reward with desired outcomes. ABC of Behavior Modification can be use to set effective goals use the Specific, Measurable Achievable Relevant Time-frames Exciting Reviewed (SMARTER)
Alternative actions to improve the performance are
1- Build a manager/employee guide to communicate the standards, rules, expectations, and define what major/minor decisions are. Hire a SIGMA 6 facilitator to...