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The Company owns a Hotel and a Resort (King and Queen Hotel Suite & Mt. Taranaki Resort).
This report contains information that the management could implement in order to create the best experience for the guests coming to stay at either the resort or at the hotel.
How would employees of this property absorb different cultures, leadership style, communicate business information, eliminate barriers, work as a team and resolve a conflict. So how do we create an experience for our employee similarly that is given to the guest? Growth and change needs to be monitored at all times within the employees.
COMMUNICATION! And there are various ways of communicating all the necessary information to the employees.
As the Human Resource Director my responsibility here is to ensure that all information is efficiently transmitted to all employees – new and existing across both properties.
To achieve success, communication is one very important aspect. As the first step a set of guidelines have been developed as a blueprint for staff that will create the right culture that runs common across both properties. This would help the Company best utilize the human resource efficiently.
An organizational culture is where an organization is responsible for creating an environment in which the business is managed and can impact heavily on the success or failure of the business (University Alliance, 2015). Reinhart (2015) suggest that when people live together the culture develops within the organization. Reinhart (2015) say that there are 4 (four) areas where one should look at for developing the organizational culture which are as follows
- Training and Hiring
- Develop a story
- Not about programs
- Foster commitment
For the employees to adapt the organizational culture the organization/ HR director need to look at the areas that would help an employee who has been trained not only understands it but effectively implements it while performing his/her duties, there are many ways that we can pass the organizational culture to our employees, a few are mentioned below
- Training – With proper training by a qualified teacher / trainer the employee will understand the organizational culture better. With proper training of old and existing employees they have to be trained in the ways to apply the new goals.
- Lead by example – is one of the most effective ways for leaders to create and spread a culture of learning. These way new employees absorb the culture they see and get aligned much faster. Lead the team by showing them with an example so that the new employees can take it and help the other members lead the organization to a new level DELETE.
- Guidance employees – As the employee is new we need to guide the employee to adapt to the new organizational culture by giving them task for new employees to know the culture.
Progress will be monitored frequent intervals and the plan revised as if necessary by the senior management. Necessary check would also on a day to day basis would be done in order for the performance of the employees to be on track.
The organizational culture and leadership are connected with each other without one the organization could be crippled. In the research on Leadership style in job satisfaction leadership style is defined as the pattern of behaviors that a leader displays during their work with and through others (Hersey & Blanchard, 1993). According to Kavanaugh and Ninemeier (2001), there are 3 factors that could determine the type of leadership style: leaders’ characteristics, subordinates’ characteristics and the organization environment. To be more specific, the personal background of leaders such as personality, knowledge, values, and experiences would shapes their feelings about appropriate leadership that determine their specific leadership style; employees also have different personalities, backgrounds, expectations and experiences, knowledge for example, employees who are more knowledgeable and experienced may work well under a democratic leadership style, while employees with different experiences and expectations require an autocratic leadership style. Some factors in the organizations environment such as organizational climate, organization values, composition of work group and type of work can also influence leadership style. However, leaders can adapt their leadership style to the perceived preferences of their subordinates (Wood, 1994).
According to a research done by Mukhels and Lockwood they suggest that the leadership style would differ according to the person’s demographic profile (Al-Ababneh & Lockwood).
Johnson Murray talks about the pros and con of leadership and it is way to know or judge which person has leadership skills or not. They are as follows
What leadership is not?
- It is not the use of Authority
- Management is not leadership
- Position Power is not Leadership
What leadership is?
- Is about having a vision
- Is about influencing people to believe in the vision
- It is about persuasion of the vision
(Link success with leadership, 2014)
The Leadership styles that best fit the resort would help build up a better place to be around to work at. The leadership style that best fit the resort is participative/ democratic leadership where the following things would help the hotel/resort to move forward and help the hotel/resort build a better team Leaders. They are as follows
- Creative Problem Solver
- Handling Risks
- Working together
A question that arises while doing this “Is this Leadership style effective”? It’s effective if we are able to take care of the following
- Proper Communication
- Focusing on the discussion
- Full Commitment
- Respect each other’s ideas
(The Democratic Leadership Style, 2008)
Communication is one of the most important aspects of Leadership. It helps the leader to align the organization to one common goal or vision. Organizations that do not communicate their strategy to their employees are showing the lack of direction or disregarding for their employees. To apply an effective way of communicating business information to the staff the messages that are being sent to the staff should be crafted clearly for staff to understand. If a problem persists then it should be sorted out at that very instance. To take the organization to a level ahead of its competitors Johnston (2015) has suggested that the mission, vision and all other information of the organization is transferred to its employees. Strategies for doing so are
- Internal Communication
Communicating with the staff clearly and simply, avoiding any jargons, or foul language in email, bulletin board. One part of the communication is disbursing the information the other is receiving information or feedback from staff. By this we will know the level of understanding of the staff.
- Marketing Communication
Communicating marketing information is very important for improving the sales for the organization. Communication must be researched constantly; if the marketing communication is not working then it must be discarded. Because it’s not just the budgets spent it also harms the brand adversely.
- Communication with stakeholders
The Management needs to communicate the progress of the Organization with the stakeholders so that they are kept abreast of the changes taking place and can guide at the right time.
- Monitor non-verbal messages
Non-verbal communication can be your strongest support, however it needs to be monitored i.e. oversee the messages that are being sent via email and other non-verbal methods, so that the verbal and non-verbal method matches.
(Johnston, 2015) (Raja, 2011)
Language/communication barriers are a common challenge in today’s business setting. Ms. Kate states that there are 10 strategies for overcoming the communication barriers which are as follows
- Speak in a manner so that the other person or people can hear you clearly
- Ask for clarification on what has been told
- Check Frequently if everyone has understood
- We need to avoid changed meaning of the words for others to understand
- Be careful as when to use a jargon/s
- Define what are the basics of your business THIS POINT DOES NOT CONNECT
- One has to be specific is what is being told
- Choose the medium of communication Proper to avoid any misunderstanding
- Provide more than one source of communication with the staff, to establish message
- Being patient is the hardest to keep as everyone is in a hurry
Communication is an important part of any relationship, whether it is a working, romantic or friendly relationship in the resort. When an effective communication is interrupted or it is not executed properly, it can lead to misunderstandings which might hurt a working relationship of the staff. There are barriers to communication that must be overcome by the organization. It is possible to reduce those barriers so proper communication can take place but can never be eliminated. The following steps need to be implemented in the organization
- Choose the best communication channel for your specific message within or outside the organization.
- Choose an appropriate time to have a conversation.
- Speak clearly when talking to someone. Here one has to pass on the message very clearly for the receiver to understand the message
- Check with the listener/receiver if the message conveyed to them has been understood by them by asking them in their own words after the message has been sent. This is a good way of being able to know if the message was received and understood in best possible way. If the listener relays a message that is not identical to your message, then you know there was a miscommunication in transmitting the message.
- Listen to the other person when they are speaking. Instead of thinking about what to say next, take in what the other person is saying so that one is able to receive his message well.
As an HR Manager I would have to be a proactive person and build cross-cultural environment to eliminate any barriers that may arise and to keep the trend going on the hotel we would need to look at all kinds of needs and wants of the employees and making them mix with different cultures so smoothly that they have very limited amount of the barriers in communication
Organizations often ask employees to complete projects as a team. Working together has many benefits, including the possibility to create new friendships, a sense of group accomplishment and distribution of responsibilities. Teamwork may also cause tension and anxiety among employees because of poor communication. Effective communication can eliminate stress and negative feelings. Leaders of the team should encourage their employees to communicate with one another clearly while working together. This is especially important for smaller companies, whose employees often must work closely with one another. (Managing groups and Teams, 2010)
To have effective communication in the work place, team members must keep an open mind, engage in active listening and have a clear understanding of project goals and requirements.
Effective communication determines the success or failure of projects requiring teamwork, and ultimately, the business itself.
Teamwork offers advantages such as increase in productivity, sense of responsibility and improved staff efficiency. The key element of creating a good team is proper communication. To develop effective team communication, you need to understand how communication affects teamwork positively and negatively.
When communication channels in a team are properly established and information flows easily between teammates, then that increases the ability of staff members to interact. Team members learn how to interact more efficiently with each other to perform their job duties and are better able to understand the strengths and weaknesses of each teammate.
Poor communication within a team can cause misunderstandings that lead to internal conflict. A team that spends its time misinterpreting information and creating conflicts is not able to be a productive work unit. Developing a strong system of communication eliminates misinformation and cuts down on the possibility of conflict. The team can focus on company tasks as opposed to wasting time sifting through conflict.
(Root, 2015), (Gluck, 2015)
The strongest factor affecting the productivity of the new and existing staff is good teamwork. If done well it results in achieving customer satisfaction.
Clear roles and responsibilities help the management in knowing how the employee has performed. Surveys have pinpointed the strongest factor affecting employee productivity was people having a clear idea about what they were supposed to be doing. The more people knew their responsibilities, the higher the productivity.
Mt Taranaki Resort believes in clear and open communication. We also encourage employees to talk directly with their supervisor and colleagues and vice versa. If an issue or conflict does arise, it is recommended that the individual try to resolve the problem with those directly involved. The employee may also choose to involve his or her supervisor if necessary. In discussing the conflict please remember that the organizations confidentiality policy still applies.
If after this discussion the employee or supervisor feels the issue is still not resolved, he/she may request a meeting with the next level supervisor and Human Resources Coordinator or Executive Director. In the event that the employee prefers an individual meeting with the next level supervisor or any other senior management staff the supervisor will be notified. By exploring the issue in a professional and constructive manner; will be possible to find an appropriate way to resolve the problem.
Complaint Resolution Procedure Policy
The organization will act expediently if problems do occur and all individuals, whether staff or management, will be treated with fairness, respect, and consistency. All employees are encouraged to bring forward any complaints or recommendations dealing with safety, health standards, proper working conditions, performance appraisals, discipline and fair management practices, without fear of reprisal.
Any disputes, controversies or suggestions must first be handled between the employee and his or her immediate supervisor, unless they are serious enough to warrant intervention by the next level supervisor or other member of the senior management team.
An employee who has not obtained a solution within five business days of the circumstances that gave rise to the situation has the right to bring the matter to the attention of the next level supervisor. The Human Resources Coordinator and/or the Executive Director will be informed of the matter. That person will review the circumstances within five business days and will consult the Human Resources Coordinator or Executive Director as appropriate. Complaints should be in writing and include all relevant circumstances. The employee and supervisor will receive a solution or a written reply from the Department Manager within five more business days.
If the employee is not satisfied with the response, he or she has the right to discuss the issue with the Executive Director. If the Executive Director cannot fulfil the employee’s expectations and the conflict persists, the employee may decide to bring the matter, in writing, to the chair of the Board of Directors and the Executive Director will be notified. The Board of Directors’
(Sample policy experts, 2011)
A specific policy would be developed to meet the above goals prior to staff being appointed. The guiding principles would be ….
- Staff Induction
- Staff training
- Reporting process
- Safety is a staff priority
- All these can be presented under the CODE OF CONDUCT document
An organizational Culture which enables its employees to develop into Leaders is the one that will take the organization to the next level and in this communication plays a very important role. It is important to communicate the business vision to the employees by reducing the communication barriers as they can never be eliminated/ overcome permanently as the barriers could arise at any given situation. Team work is one of the important aspects of the industry without teamwork no organization can work through to the objectives, mission and vision. Conflict resolution is one of the major areas that need to be resolved on day to day basis as conflict could arise at no given time. A policy has been made and communicated to the staff at the time of joining or at the time of their transfer, so that there can be a resolution rather that a big case. Communicated and presented as KING & QUEEN HOTEL SUITE and MT TARANAKI RESORT’s CODE OF CONDUCT.
Al-Ababneh, M., & Lockwood, A. (n.d.). The Influence of Managerial Leadership Style on Employee Job Satisfation in Jordanian Resort Hotels. Jordan.
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Wood, R. C. (1994). Organizational Behavior for Hospitality Management. Oxford: Butterworth- Heinemann Ltd.
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