Case Study: The Regency Grand Hotel



Introduction

Organizational behaviour plays a pivotal role in the success or failure of any organization. The relationship between the employer, supervisors, and the workers is especially critical in determining which way the management will lead the organization and how. In this particular context, this case study is based on how problems aroused when employees could not adopt organizational change or mistakenly violated against the prescribed practices and led the company to a disaster. This study entails the application of the core concepts of organizational behaviour and is a proof of the significance of implementing these concepts to actual work. This case study analysis consists of identifying the issues, in depth analysis of their causes, and in the end a list of recommendations for future use (Hackman, Walton, 1986).

The Regency Grand Hotel was one of the finest five-star hotels of Bangkok, Thailand. It was sold to an American food chain outlet, as a result of which new management took over and the general manager was replaced. He implemented some changes in the organizational culture which were well-received at first, but later turned out ugly. In this study we find out the means of such deterioration and suggest possible measures of its rectification.

Identification of Issues and their Symptoms

If we take a look on the symptoms of the problem that appeared within the organization as a result of implementation of new policies, we see that there was a role ambiguity found in the newer state of organization. The communication between the supervisor and the subordinate were not being conducted on definite terms which led the employees do whatever they could and deviated them for performing. The overall hierarchy of power and influence was indefinite. Moreover, employee turnover and absenteeism because of sickness were becoming a norm at the workplace. Written complaints were being received against the staff too. The job satisfaction was low and more employees were leaving the organization. A five star hotel is of no quality, if the staffs are inefficient and the guests leave thoroughly unsatisfied. This is what happened at Regency Grand Hotel. The employees who were transferred from the old restaurant chain to the new one may not have the capabilities to deliver in the new environment. This was not taken into account. The staff could not deliver service and this was going way against the hotel that bore losses on this account. Their was difference in each one's personality which was not brought into consideration and so their responsive treatment towards this organizational change greatly contributed towards a negative environment and resulted in poor quality of service, leaving the staff hapless and miserable.

Employees must be given the freedom to ask for help in decision making from their immediate supervisors, but they should be taught in such a precise and articulate manner, that they require minimum assistance while deciding something. This exercise of training may look costly but it will save a great deal of hassles for the ...