Regency Grand Hotel Bangkok

In the earner set-up. He employees were anticipate to follow the orders of their managers without questioning them. Initiatives to solve riddles at personal take aim were discouraged and it guide to lack of innovation and bump-averse behavior. Eventu anyy, the hotel faculty got habituated to the elbow room of worry over the early(prenominal) fif teen years, and it do the fiddle go smoothly with borderline way out of conflicts. The use reduced the bureaucratic governance that was enter in the past forethought.The employees were at a time commensurate to get involved In ending making, creature, and innovation. Interaction with top wariness was withal encouraged. Backers policy however did not meliorate the action of the face, he spent a great deal of quantify result employee fusss, in that location was an increase in the number of complaints by customers and an increase in erroneousnesss made by the employees. The runance of the constitution and then det eriorated. However, the recent sale of the hotel to a bleak American group Introduced an altogether recent style of administration to the employees.The management style of the impertinently-fangled GM was entirely frigid to what the mental faculty was familiar to, and it caused problems bringing the hotels performance and reputation down the drain. Symptoms & Causes of Deterioration of consummation Symptoms & Causes of Deterioration of Performance, Cultural factors, Communication factors, cater performance 1 . Personality and organisational fit 2. business organisation inclination and share equivocalness 3. Espoused and enacted values Power ply structure & finale making do by 4. Stress 5. Absenteeism, 6. High staff perturbation and 7. project satisfaction Major Issues In the gaffe Major spots in the case organisational change inadequately managed. The differences in the new merged cut backforce with dissimilar profiles had not been addressed. Following this, B ecker did not employ a communication strategy that supported the variety among management and employees and their different cultures. I en un hap calicles making function Ana business leader annularly. neediness AT proper analysis of the chances of supremacy of the strategy of em causalityment. Lack of proper coordination within the management police squad, when attempt to implement the mandate strategy.The Hotel as well as go about the challenge of social emotional conflicts among employees. Contingencies of military unit such as source of cause were not progress toly out pipelined. These de commenceures resulted in high school levels of stress, absenteeism and remover. An over find of the problems occurred Junior and senior managers feel losing power because of the practice of mandate. Most of the managers waste time on dealing with minor turn offs. The world-wide manager John Becker is sick of good-looking minor finish instructions to his subordinates. motive Motivation Motivation is a fundamental horizon of improving the quality of performance of the work force. The Regency Hotel management aimed at developing need among employees. However the employees were not motivated. growingd frustration, stress, meditate dissatisfaction and high turnover were some of the factors that decrepit employees. Encouraging innovativeness and creativity among employees is an essential dowery of a successful organization. The free environs provided by the organization was not effectively utilized by the employees.The performance of the organization depreciated as a result. Motivated staff Improved performance of organization say-so authorisation refers to increasing the spiritual, political, social or economic strength of the individuals. It often involves the empowerment developing confidence in their capacities. In some situations empowerment could motivate employees. The problem n the hotel is the measurement of a major(ip) or a minor step u p. in that location is not a definition or standard evidences what a major issue is. Actually employee needs to fill out what he/ she can touch and what he/she cannot.Conflict comes when the management disagrees with the employees view. For example, a node 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 superiority the front-counter manager may think it is a big issue because it would affect the derive of the business. What the front-counter boy has deliver may annoy the front-counter manager. Issues Consequences After say-so Empowerment can be set forth as People having the skills and the self-belief to proactively deal with issues and list the most of the opportunities available to them. UT soon after the execution of empowerment Becker world that things are not going gibe to his expectation because staff of regency grant dont know what is empowerment? Because they use to work as p er their manager order in the earlier management they are not allowed to inclose & generate anything new ,Ana were Electorates Day teen sensor managers Ana rater all tens teen point out want o take risk and get punished by the management just general manger subscribe in America was operative in a empowered environment where staff has a power of decision making & can take minor decision on their own . Classically its a cultural difference between management and staff, where people+ from Thailand believe in group up work and management is from America who believes in individuality they believe that they can do anything unaccompanied which was the first issue. Outcomes Of The Failure Of Empowerment Due to failure of empowerment hotel regency dreadful was losing its profit, clients and tutus in Bangkok as sanitary as its intangible assets like merchandise value and quality standards began to decline.Becker thought that empowerment will help his hotel to earn more profit and guest satisfaction exclusively his strategies seatfired on the hotel reputation, resulting in the decline of the boilers suit Performance of the hotel. It was for the first time that there were an increase in number of guest complaints both verbally and in written. guest started complaining about the services provided to them and in a high(prenominal) place all disgrace in the news paper as one of the Saiss nightmare hotel. Criticism about service standards of the hotel, Staffs were also not happy takes it to the inequity among the employees.Back caustic among employees was comm only when seen now and good working atmosphere was harshly strained. Lack of team spirits among the employees now they were against separately opposite when mistakes were made by any employee. undecipherable power hierarchy Unclear power hierarchy Another major issue encountered at the Regency Grand Hotel which affected the organizational culture was the problem of unclear power hierarchies which lead to staff not taste their role clearly in the decision making process. Employees were given empowerment but this proved to be problematic as staff were unable to discern between what constituted a major or minor problem.Staff found that in numerous cases when they did befool a decision it was ulterior overturned by supervisors. One part of the process of empowerment is have-to doe with. Empowered employees view themselves as active participants in the organization that is, their decisions and actions cast off an influence on the companys success (Ms Shame, 2008, p. 185). Becker introduced empowerment but this part of the process was distorted as the employees felt that their decisions were not valued and often overturned. Additionally, Becker stated he would not tolerate the same mistake twice.Staff now found it easier to revert back to their old ways of passing all problems over to their supervisors. This was directly counteractive to the protrude of allocating more dec ision-making authority to front line employees (Machines, 2008, p. 192). This win reduced the effect of empowerment. seam Design and Role ambiguity task Design and Role Ambiguity Employees were indistinct of the types of issues that were to be considered Minor and Major. Without clarification, they go on to refer problems to management.Jobs that score ambiguous demands, Jobs that strike too many demands, and Jobs that do not allow the employee to participate in work connect echelons are Kelly to anneal attempts at stressful performance, tenured frustrating higher order needs (Behr, Walsh Table, 1976, 42). This frustration results in reduced effort and motivation. They go further to state that Effort toward quality is related to role ambiguity in that business organization with the quality of ones work is not well-kept if it is unclear what constitutes task success(Behr et al, 1974, 46).Supervisors were incertain and reversed employee decisions to refer them on to higher evils of management. Role Conflict The front-line staff were pass judgment to experiment and be creative in dealing with situations at work, but were only allowed to make a mistake once. This resulted in reduced learning capacity as employees began behaving defensively in order to reverse reprimands for errors. Reduced Job Satisfaction Increase in customer complaints, increase in absenteeism and employee turnover. Intra-organizational relationships suffered as trust was lost and awe reigned.Poor reviews due to declining levels of customer service. Role Ambiguity Role ambiguity Role ambiguity was another issue for the Hotel. Role ambiguity can be defined as a lack of information demand to perform the role (Pearce, 1981 Cooper et al. , 2001). This issue can lead to many problems. Employees who feel role ambiguity tend to perform at lower levels than employees who have a clear understanding of Job requirements and what is pass judgment of them. Likewise, role ambiguity is reflec ted in employees uncertainty concerning appropriate actions in commonly occurring Job situations.It explicitly results when employees are not clear concerning the amount of authority they have and when they do not know others Job deferred payment expectations Job design According to the Job characteristics model, employees are more motivated and quenched when Jobs have higher levels of characteristics. People have different skills, it is beta to put the proper person into the right position. A few employees of the hotel were transferred to other positions when the skill was done.They might not have the abilities to complete the full purge of the new work. Recommendations Recommendations for introduction into the Regency Grand Hotel In addition to the exercise, relaxation techniques and learning and discipline solutions, it is commended that Employee Assistance Programs be introduced to the Hotel, this program offers employees a service whereby challenging situations can be d iscussed with counselors and psychologists who can provide tools that will found coping mechanisms (Traveler and Protocol, 2005).Recommended stress reducing strategies carnal activities Relaxation techniques Learning and development solutions Employee assist program O The remedy for the situations that have evolved within the hotel is to clearly define each persons role and make them aware of the greatness their part plays in the overall doing of the hotel. Ensure employees are aware AT tenet irresponsibleness Ayatollah to Attlee want Is a major Ana melon problem and make it clear to members of staff who has the power to make decisions at each level, would also be of great assistance.For example if a problem arises at the front counter with a customer which would incur a minimal cost to the organization this could be handled by reception staff with little impact on the supervisor and within a much faster time frame up causing less inconvenience to already disgruntled customers . This could be achieved by remotion of the same mistake twice rule that Becker introduced. In this way employees would truly feel empowered to make decisions that would have an impact on the organization thereby feeling that they were an important part in the hierarchy that exists in the hotel.Address Managerial / Supervisory level employees concerns at losing power. Reward them for encouragement and development of front-line team results. Conclusion The majority of problems experienced during the acquisition of the Regency Hotel may have been avoided or at least reduced dramatically through effective communication strategies, incorporating a well-rounded feedback loop to ensure understanding of changes and new requirements on an organizational level as well as individual level for all employees.Cultural, personal and organizational aspects should be taken into account and changes to Job design and Job roles should be made clear to ensure successful adoption of the new system. At this stage, the Regency hotel is in a state of flux, with reduction in staff retention, profit and reputation. Effective change management strategies as outlined in this presentation should now be introduced to assist the employees to build a new Organizational Culture and control the Empowerment strategy.