Effective Management of Accord Hotel - Case Study Example

Executive Summary The report presents various recommendations for the Accord hotel that facilitate the effective management of the organization and its employees. The report presents critical success factors that can be adopted by the organization in order enhance success. One crucial aspect is training and development for both the management and the employees. The report also recommends the adoption of the democratic and transformational leadership styles. In terms of performance measurement the report recommends the use of the balance score card and dashboards. Other useful success factors proposed by report include; benchmarking and undertaking market research in order to effectively meet the demands of the customers and other stakeholders of the business. Table of Contents Table of Contents 2 1.0 Recommendations for Training and Development 3 1.1 Training and Development for managers (Including Team leaders, and supervisors) 3 1.1.1 Areas of training and development that can be offered to the management 3 1.1.2 Training on Leadership 4 1.1.3 Training on People management 4 1.2 Training and Development for Employees 5 1.2.1 Orientation into the company 5 1.2.2 Training on customer Relations 5 1.2.3 Team building 6 1.2.4 Cross cultural training 6 1.3 How to Conduct the Training 6 2.0 Recommended Leadership styles that can be adopted by the managers, team leaders 7 and supervisors 7 3.0 Motivation Strategies and Reward structures to be used in order to maximize 8 Productivity and performance of employees 8 4.0 Performance Management systems 9 5.0 Recommendations of How to enhance team work in the organization 10 6.0 Other useful recommendations to enhance the success of the Accord Hotel 11 References 12 1.0 Recommendations for Training and Development 1.1 Training and Development for managers (Including Team leaders, and supervisors) Training and development are crucial elements in ascertaining that the organization has an effective management in place. Training and development are basically two different aspects. This is because training occurs in a specified amount of time while development is usually a continuous process. Both training and development entail improving the skills and knowledge of the management which further enhances their individual capabilities. 1.1.1 Areas of training and development that can be offered to the management Developing the Talents of the Management According to Deb, (2005), it is essential to develop talents that can continuously bring about a competitive advantage in the changing business environment. The hotel industry is highly competitive as a result the Accord hotel requires talented managers who can come up with innovative ideas; that can assist the business in maintaining a competitive advantage. In order to develop the talents of the newly recruited managers one of the best strategies is the use of coaching. Patton and Pratt (2002) highlights that coaching is a mixture of training and feedback that is provided to employees whereby they can learn through doing things. Coaching can be used in developing the talents of the management in areas such as strategic thinking, creativity, vision, decisiveness and motivation of others. As the managers continue to learn they will be able to improve their talents. 1.1.2 Training on Leadership Training on leadership is also a significant aspect based on the fact that not all people were born to be leaders. Managers need to get training on leadership in order for them to have the ability to influence employees positively towards attaining the goals of the organization. According to Russell, (2012) leadership is a journey and not a destination. As a result training on leadership is a continuous process. However there is need to expose the management to a training process that will enable them acquire the basic knowledge and skills of what it entails to be a leader. In order to undertake leadership training, a leadership workshop for the new managers is effective. The workshop will be useful in exposing the managers to the concept of leadership. Furthermore, the workshop will also enable the managers to evaluate whether they can begin to qualify as leaders and also give them knowledge concerning the various types of leadership that are relevant to the context of the organization. 1.1.3 Training on People management Management involves getting things done through people (Wan, 2010). The hotel business is usually a very sensitive business whereby the performance of the employees is a key element in meeting the needs of the clients. It is therefore essential for the management to have skills and knowledge of getting things done through the employees. Training on people management can be undertaken through coaching in terms of learning when doing. In addition it is also essential to organize workshops for the management where they can acquire more skills that are required in managing people. 1.2 Training and Development for Employees 1.2.1 Orientation into the company Based on the fact that the Accord Hotel has just recruited new employees it is therefore essential for the employees to be oriented into the business. Orientation is a form of training in the sense that it enables the employees to get acquitted to the organization or acquire more knowledge and skills concerning what goes in the organization, the objectives of the hotel, its vision and also mission. The orientation program may be an elaborate program that may last for several days or weeks. 1.2.2 Training on customer Relations Customer relations is one of the key aspects in the hospitality industry. It is therefore essential for employee to be provided with training that can facilitate meeting the needs of the customers and also the entire market (Jackson, et al, 2011). Some of the areas of training include; learning how to improve customer service and improving communication skills. Although Accord Hotel has a diversified workforce in terms of culture, it is also essential for the new staff to learning of various languages of the world in order to enable the employees to interact with customers from different cultures. 1.2.3 Team building Training on team building is important within the hotel industry. When work is done as using teams, employees can share their experiences and knowledge which can further improve their capabilities. For instance; the management can develop teams such as those dealing with food preparations whereby employees can work together to come up with exclusive delicacies from different cultures. When the teams are formed, the management should ensure that the team members get to know each other and develop relationships. Before the teams function fully, the team members can go through the five stages of team development which include; forming, the storming stage, norming, performing and then adjourning (Yeo, 2005). 1.2.4 Cross cultural training Cross cultural training is a program designed to help people from one culture to interact successfully with people from a diverse culture (Dowling& Welch, 2005). As indicated by the current situation of the organization, the Accord Hotel has also hired expatriate workers from different countries such as Japan and China. There is need for the staff to be trained on the culture of the host country and of the organization, in order for them to feel as if they are a fragment of the hotel. 1.3 How to Conduct the Training Before commencing the training, it is essential to undertake a needs assessment. The needs assessment is undertaken to evaluate the knowledge and skills required by the organization in relations to the type of training that should be given to the employees. The training will be conducted using a variety of approaches. Apart from coaching the job rotation method will be used. Job rotation enables employees to get to work in other areas or departments in order for them to acquire more skills. In addition, the use of a trainer is also useful for instance the supervisors can be used in training the employees. 2.0 Recommended Leadership styles that can be adopted by the managers, team leaders and supervisors Accord hotel has just employed staff mainly composed of the generation y category. One of the recommended leadership styles to be adopted by the management is the transformational leadership style. The transformational leadership style is effective based on the fact that the approach enables the management, the team leaders and the supervisors to expect the best out of those they lead. Transformational leadership also appreciates initiatives that can bring about positive change to the organization. In most cases generation Y employees will be more productive in an environment whereby their ideas are incorporated and the leaders believe that are actually capable of attaining good performance (Walsh, 2009). Another effective leadership style is the participative or the democratic type of leadership. This type of leadership styles involves the inclusion of staff in the process of decision making. Nevertheless the leader usually holds the final decision. The democratic leadership style is effective in the sense that the employees will be more open to share out their ideas which may be useful to the organization. In addition the employees will feel that they are part of the organization as a result they will be more committed to their work (Walsh, 2009). 3.0 Motivation Strategies and Reward structures to be used in order to maximize Productivity and performance of employees Hacker (2011) highlights that employees essentially generation Y employee love to work on a working environment that is friendly. For instance; young employees like a working environment where they can get time off, and not be too overworked. As a result it is essential for the management of the organization to develop a working environment where employee feel confortable and not excessively overworked or harassed. If the working environment is suitable the employees will be more productive. Adopting employee engagement is also another suitable strategy of motivating the workforce. Employee engagement can be undertaken through shared decision making, developing an effective communication environment, career development and also cultivating trust. Another effective strategy of motivating employees is through the development of a suitable reward system. This is because as highlighted by the goal theory of motivation the basic question that runs through the minds of every employee is; what benefits they receive out of a particular task. Majorly these benefits consist of aspects that are external to the job such as, bonuses, pay, tangible rewards/ fringe benefits and promotion. The best reward structure that can be adopted by the organization. The best reward strategy to be adopted by the Accord Hotel is the total rewards framework. The total rewards approach is a system that entails making sure that all the needs of the staff and the business are met. The system is structured in a manner to ascertain that the staff provide their talents, efforts, results and time to the organization and in the intern the employers give total rewards to employees (Kaplan & Norton, 2000). The features of the total rewards approach entails rewards such as benefits, performance and recognition of work life balance. Other benefits that can also be provided to the employees include; life insurance, health care cover, child care benefits and retirement benefits. In addition, the total rewards approach also entails providing the employeeswith learning and development opportunities such as succession planning, career development, professional membership, Training programs and mentoring programs. 4.0 Performance Management systems The existence of a performance management system in the hotel is relevant because it will facilitate the effective implementation of requirements of the stakeholders and also the goals of the business. One of the performance management systems that can be adopted by the business is the balance score card. The balance score card model evaluates four key result areas that determine the critical success factors of any particular business. The four areas include; the employee dimension, the customer dimension, the internal process dimensionand the financial dimension. The main objective of the use of the balance score card performance measurement in the hospitality industry is the execution of strategy (Quintano, 2004). In the context of the Accord Hotel, the balance score card can be used in various departments of the Hotel. For instance; when evaluating the internal process dimension, the business can be able to determine the cost efficiency of F & B. In addition in the evaluation of the employee dimension the business can evaluate whether the front desk personal and the housekeepers are performing their tasks effectively. If the employee dimension and the internal process are functioning effectively then positive results will also be attained in the financial dimension. Another performance management system is the adoption of dashboards. Dashboards are usually used to manage performance on daily basis. It involves the use of highly visual reports that indicates the status of the business. The reports work towards ascertaining that poor and good performance is identified and the staff are able to take action on the situation immediately (Change, 2012). For instance; in case a problem arises in the housekeeping department the employees are supposed to write a daily report which indicates the problem and how they are going to deal with the problem. 5.0 Recommendations of How to enhance team work in the organization The creation of cross-functional cooperation is a significant element in enhancing team work in the organization. As highlighted by Pinto et al (1993) cross functional cooperation is an essential aspect in creating a cooperative environment or mood among team members. As a result the team members can work collaboratively, share their ideas in order to attain not only attend to the needs of the customers but also meet the objectivesof the organization. The creation of cross-functional cooperation will result to a scenario whereby the team members are able to share information freely. In order for successful team working to be created in the organization, it is essential to also develop synergism. Synergism arises when the interaction between the team members is able to encourage and empower the team members to achieve the overall objective of the team. 6.0 Other useful recommendations to enhance the success of the Accord Hotel One of the useful recommendations that can enhance the success of the Accord hotel is undertaking benchmarking. Benchmarking involves comparing the performance of the organization with the performance of other organizations in the industry (Kaplan & Norton, 2000). It is evident that the hotel business is very competitive in the sense that hotels that provide better services are bound to receive more customers. In order to enhance the success of the organization, the Accord Hotel should constantly compare its performance with other businesses in the industry. It is also essential for the hotel to undertake market research. Market research will facilitate the collection of information concerning whether the services offered to the customers will satisfy their needs. Gathering such information will be useful in making the strategic decisions that can bring about the success of the business (Kaplan & Norton, 2000). 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