Course Code: MGN572 Course Title: Individual Dynamics and Leadership

Course Instructor: Dr. Sunil Kumar

Academic Task No.: 2 Academic Task Title: Case Study Report

Date of Allotment: 5th Sept,2020 Date of submission: 16th Sept,2020

Student’s Roll no: RQ1940B45 Student’s Reg. no: 11909730

Evaluation Parameters:

Learning Outcomes:
Through this assignment I have learnt to analyze the issues in the case and finding out the the
solutions and strategies which can be adopted.

Declaration:

I declare that this Assignment is my individual work. I have not copied it from any
other student’s work or from any other source except where due acknowledgement is
made explicitly in the text, nor has any part been written for me by any other person.

Student Signature:
Neha Kashyap(11909730)

Evaluator’scomments (For Instructor’s use only)

General Observations Suggestions for Improvement Best part of assignment

Evaluator’s Signature and Date:

Marks Obtained: _______________ Max. Marks: _______________
 Motivational Factors And The Hospitality Industry: A Case Study
Examining The Effects Of Changes In The Working Environment

Brief of the Case:

This case is about the Mandarin Oriental hotel in Bangkok, one of the world wide leaders in
hospitality management which deals with the HRM practices that the organization have
initiated to motivate their employees. For this purpose, the organization set up a separate area
in the hotel dedicated to the well being of their employees.

The Mandarin Oriental Hotel in Bangkok is a world-wide leader in hospitality management.

Mandarin Oriental Bangkok has been a pioneer in providing a unique guest environment,
such as being the first hotel in Bangkok to have running water on elevators. It has
successfully developed and maintained superior performance from their employees, it’s
innovative approach included building a separate area in the hotel dedicated to the well-being
of their employees that was called O-ZONE.
The O-Zone was as an experiment in Mandarin Oriental providing superior working
conditions for their employees. Originated from workplaces that included fun and enjoyment
as part of work –life balance. O-Zone has attempted to offer exceptional working
conditions, incorporating fun and centralizing employee requirements into one unique center.
Main Issues in the Case:

1. Employee turnover has been a recurring throughout the industry.

2. People were finding something to complain about workplace.

3. Lack of employee motivation at different level.

4. Job Satisfaction

Future challenges of the hotel can be:-

 Defining time span of o-zone
 Removal of o-zone can create a greater impact on employees
Challenges of o-zone in terms of employee expectation and work environment
 No time management
 Hamper of work
 Loss to the companies
 Customer dissatisfaction
 Poor quality of work
Analysis of the Issue:

1. Employee turnover has been a recurring throughout the industry:

In the case, HRM practices does not seems to be designed to foster constructive relations with
employees. Some of the cited reasons are low compensation, inadequate benefits, poor
working conditions and compromised employee morale and attitudes. The study reveal the
need to investigate on these factors. Due to such factors large number of employee are
leaving from their job.

2. People were finding something to complain about workplace:

Lack of link between the perceptions of employees and the recognizable hygiene factors of
their work environment. Such working conditions are particularly troubling the luxury hotel
industry, where high-quality service required a sophisticated approach to human resource
practices, is recognized as a critical source of competitive advantage.
The services of hotel employees represent their industry but it is commonly limited to only
guest experiences. This means that there is vast difference between environment provided to
the guest in luxury hotels and the working conditions of their employees.

3. Lack of employee motivation at different level:

It is important for hotel management to develop HRM practices that enable them to inspire
and retain competent employees and make use of their full potential.
For this understanding of what motivates employees in the hotel industry at different levels of
management and different stages of their careers becomes very crucial.
Working Conditions were not suited as per the expectation of the employee which affected
their level of motivation.

4. Employee feel lack Job Satisfaction:

Lack of motivation factors can also leads to job dissatisfaction. It becomes important to see
whether employees feel safe, secure and feel valued at their workplace.
The case mentioned that job satisfaction factors in hotel industry suggest that how beneficial
the role of fun activities in the hospitality context.
Effective Solution and Strategies:

1. The management need to look into issues such as compensation management, adequate
benefits to the employees, healthy working conditions should be encouraged and focusing
on improving employee morale and their attitudes. Hence it is beneficial for hotel
management to understand what practices should be followed which are most favorable to
increase employee satisfaction and retention in the hotel.
Human Resource Management practices should be designed in a way so that it can foster
a constructive relationship of employees with their job or to design managerial approach
that enables developing and drawing out their full potential.

2. Apart from only focusing on guest hotel should try to improve working conditions for their
employees as well and there should be a strong link between the perceptions of employees
and the recognizable hygiene factors of their work environment.
In the case Hygiene factor comes to a very important role in order to provide healthy
working environment. The conditions which are troubling the employees should be looked
upon.

3. Employee Motivations plays a major role in the productivity. Hygiene also impacts the
way employees think and work. ‘Motivation-hygiene Theory’ proposes that people have
two major types of needs, the first being hygiene needs which relate to the context in which
work is performed and just fulfilling hygiene needs does not result in satisfaction.
Extrinsic motivation factors involves external rewards whereas Intrinsic motivation factors
means things which personally rewards you.
In the case extrinsic and intrinsic factors are as follows:
Extrinsic Factors
 The hotel provided tangible special services for their employees
 Variety of services like mind zone, dream zone etc.
 Good working conditions
 Good relationships with co-workers
Intrinsic Factors
 The employees of the hotel felt valued and have a general enjoyment of their job
 Job satisfaction also was there in employees
  The workers also felt that they were having good time with the work and this
motivated them to work and perform without any complaint

4. When extrinsic and intrinsic motivation factors are unfavorable, job dissatisfaction may
result. It was found in the case that fun activities had a favorable impact on performance
and manager support for fun had a favorable impact in reducing employee turnover.
Management can provide:-
 Allowing adequate breaks during the working day.
 Staff functions that involve their families.
 Providing health and well-being opportunities to employees.
Conclusion:

In this case, the o-zone department improved the Herzberg’s hygiene factor of motivation for
employees at Mandarin Oriental hotel. It also enhanced the recognition and appreciation of
employees.
This case also supports HRM and hospitality research which examines the role that
organizational commitment and job satisfaction play in influencing employees to remain in
an organization and the importance of designing effective retention strategies and focusing of
employee job satisfaction.
With help of intrinsic and extrinsic factors not only we can change working conditions but
also level of motivation to increase their performance. If employee are happy and satisfied
then their performance is increased
References:

 https://clutejournals.com/index.php/JBCS/article/view/9289
 Case Study