The Excelsior was a Prestigious Up-scale Hotel – Case Study – Hospitality

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Hospitality Assignment:

The Excelsior was a prestigious up-scale hotel that had been offering superior facilities and a full complement of services for the past twenty years in Kandy, Sri Lanka. Although profitability had been declining over the years, the hotel’s 500 employees had enjoyed reasonable job security and received decent salaries and access to welfare ‘benefits’, such as personal leave and flexible work options. A high level of administrative control ensured that a high quality of standard was maintained, as employees followed managers’ instructions and did not try out new ideas that had not been previously approved. Three months ago, The Excelsior was sold to a large hotel chain that was keen on acquiring the hotel and a new General Manager, Dillon John, was appointed to run the hotel. In his first month after taking over, John laid off 100 employees across the various departments to eliminate redundant positions and lower operating costs. He also empowered employees to use their initiative, creativity, and judgment to satisfy guest needs and handle minor problems without seeking approval from their superiors. Now, contrary to John’s expectations, room occupancy and overall performance of the hotel is beginning to deteriorate. Staff absenteeism due to illness is increasing and voluntary employee turnover has reached an all-time high. John is becoming highly frustrated with the situation and decides to conduct exit interviews. He finds that the employees are experiencing high levels of stress due to difficulty accepting and adjusting to the loss of job security and the change in the organizational culture brought about by empowerment. Moreover, with the reduction in staff in a hotel offering 24-hour services to its guests, remaining staff, particularly those working in front office, housekeeping, and food and beverage service, have to work longer hours and handle more shifts of absent colleagues, which is taking a toll on their mental and physical health and their attitudes towards the hotel. To make matters worse, a local newspaper has published negative reviews of the hotel in terms of service standards and attitudes of staff who are “less than anxious to please”. Afraid that room occupancy and hotel rating would drop drastically due to the negative reviews, John has approached you, a talented occupational psychologist, to find out what is causing the hotel’s problems.

Questions:

1) In this section, you are required to identify TWO DISTINCT topics from the case study to demonstrate your understanding of the different theories and concepts in occupational psychology

2) This section requires you to provide a coherent analysis of the current situation at your client’s organization. Explain the symptoms in the case study indicating that problems exist in the organization. Diagnose the problems, in this case, using concepts in occupational psychology

 

Uploaded By : celina
Posted on : February 13th, 2018
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