Posted: July 12th, 2023

Enhancing Motivation and Communication in the Front Office Department of Trader’s Hotel

The main objective of this paper is to identify and make an in-depth analysis of an organisational behaviour problem in one organisation and provide a step-by-step solution on how to solve or improve the situation.
The Trader’s Hotel (not its true name) is a 3.5-star hotel with 101 rooms located in Central CBD, Sydney. It is one of the B hotel partners that offer affordable and comfortable rooms located in business areas. It offers a variety of rooms depending on what the guests need and it is known for its tag line “Value for money without compromising the quality of service”.
The organisational structure of the hotel starts with General Manager who is responsible for overseeing the entire operation of the hotel, its partners, and as well as the financial aspect. Next in line are the Department Heads and since it is a small hotel, the Front Office Manager is in-charge mostly of everything including Housekeeping, Human Resources, and Finance Department. Then there goes the staff. Housekeeping, Maintenance, Reservations, Marketing, and Guest Service Agents or also known as Receptionists act as the front liners or the first in the line of service of the hotel.
This in-depth analysis will focus more on the Front Office Department. As one of the Guest service agents who works there, I experienced the problem firsthand. It is a small group with 8 employees who are being rostered in 3 shifts (7 am to 3 pm, 3 pm to 11 pm, and 11 pm to 7 am). While working there, a lack of motivation amongst the employees which results in absenteeism is present and it reflects in the work as well, to the point wherein some are making even the smallest mistake. Employees are not motivated to do the work properly and attentively. Maintaining work attendance is difficult. Some of the employees only lasted for a few months and decided to leave, some tend to go on leave without prior or advance notice which causes other employees’ distress because the shift needs to be covered and one person needs to make a sacrifice which would have a domino effect. Often miscommunication is also present. Because the operation is 24 hours nonstop, no proper meetings and calibration of the team are made. No team building and getting to know your colleagues, nothing. Hence, some are not updated with the new rules and regulations and tend to make mistakes, resulting in huge complaints, loss of profit, and damage to the hotel. No proper training is given to the new employees, they will just buddy up in a few days to see how it works and that’s it, they’re on their own. Teamwork is not present often as everyone has their agenda. INTRODUCTION:

The main objective of this paper is to identify and make an in-depth analysis of an organisational behaviour problem in one organisation and provide a step-by-step solution on how to solve or improve the situation.
The Trader’s Hotel (not its true name) is a 3.5-star hotel with 101 rooms located in Central CBD, Sydney. It is one of the B hotel partners that offer affordable and comfortable rooms located in business areas. It offers a variety of rooms depending on what the guests need and it is known for its tag line “Value for money without compromising the quality of service”.
The organisational structure of the hotel starts with General Manager who is responsible for overseeing the entire operation of the hotel, its partners, and as well as the financial aspect. Next in line are the Department Heads and since it is a small hotel, the Front Office Manager is in-charge mostly of everything including Housekeeping, Human Resources, and Finance Department. Then there goes the staff. Housekeeping, Maintenance, Reservations, Marketing, and Guest Service Agents or also known as Receptionists act as the front liners or the first in the line of service of the hotel.
This in-depth analysis will focus more on the Front Office Department. As one of the Guest service agents who works there, I experienced the problem firsthand. It is a small group with 8 employees who are being rostered in 3 shifts (7 am to 3 pm, 3 pm to 11 pm, and 11 pm to 7 am). While working there, a lack of motivation amongst the employees which results in absenteeism is present and it reflects in the work as well, to the point wherein some are making even the smallest mistake. Employees are not motivated to do the work properly and attentively. Maintaining work attendance is difficult. Some of the employees only lasted for a few months and decided to leave, some tend to go on leave without prior or advance notice which causes other employees’ distress because the shift needs to be covered and one person needs to make a sacrifice which would have a domino effect. Often miscommunication is also present. Because the operation is 24 hours nonstop, no proper meetings and calibration of the team are made. No team building and getting to know your colleagues, nothing. Hence, some are not updated with the new rules and regulations and tend to make mistakes, resulting in huge complaints, loss of profit, and damage to the hotel. No proper training is given to the new employees, they will just buddy up in a few days to see how it works and that’s it, they’re on their own. Teamwork is not present often as everyone has their agenda.

FYI: OB topics are Motivation (week 5) and Communication (week 7)

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Enhancing Motivation and Communication in the Front Office Department of Trader’s Hotel

Abstract:
[Write a concise summary of the paper.]

Introduction
1.1 Background and Context
[Provide an overview of Trader’s Hotel and its organizational structure.]
1.2 Purpose of the Study
[Explain the main objective of the paper.]
1.3 Significance of the Study
[Discuss the importance of addressing the identified organizational behavior problems.]
1.4 Scope and Limitations
[Specify the focus and limitations of the study.]

Literature Review
2.1 Motivation Theories and Concepts
[Discuss relevant motivation theories such as Maslow’s Hierarchy of Needs, Herzberg’s Two-Factor Theory, Expectancy Theory, and Goal-Setting Theory.]
2.2 Communication in the Workplace
[Explain the importance of effective communication, common barriers to communication, and strategies for improving communication.]

Analysis of Organizational Behavior Problems
3.1 Lack of Motivation and Absenteeism
[Analyze the factors contributing to the lack of motivation among employees and the resulting absenteeism.]
3.2 Poor Work Quality and High Turnover
[Explore how the lack of motivation impacts work quality and leads to a high turnover rate.]
3.3 Miscommunication and Lack of Information
[Examine the consequences of miscommunication and inadequate information sharing within the Front Office Department.]
3.4 Inadequate Training and Knowledge Gaps
[Identify the issues related to training and knowledge gaps among employees.]

Proposed Solutions
4.1 Enhancing Employee Motivation
[Provide step-by-step solutions to improve employee motivation, such as recognition and rewards, growth opportunities, and creating a positive work environment.]
4.2 Improving Communication
[Suggest strategies to enhance communication within the department, including regular team meetings, open-door policy, and effective use of communication tools.]
4.3 Addressing Training and Knowledge Gaps
[Outline solutions for improving training programs, assigning mentors, and conducting knowledge assessments.]

Implementation Plan
5.1 Step-by-Step Approach
[Present a detailed plan for implementing the proposed solutions, including specific actions and timelines.]
5.2 Timeline and Resource Allocation
[Discuss the allocation of resources, both human and financial, necessary for implementing the solutions.]
5.3 Change Management Strategies
[Describe strategies for managing change effectively during the implementation process.]

Assessment and Monitoring
6.1 Key Performance Indicators
[Identify measurable indicators to evaluate the effectiveness of the implemented solutions, such as employee satisfaction, work quality, and turnover rate.]
6.2 Data Collection and Analysis
[Explain the methods and tools to collect and analyze relevant data for evaluating the impact of the solutions.]
6.3 Feedback and Continuous Improvement
[Discuss the importance of gathering feedback from employees and stakeholders and using it to continuously improve the implemented solutions.]

Conclusion
7.1 Recap of the Problem and Proposed Solutions
[Summarize the main organizational behavior problems and the proposed solutions.]
7.2 Anticipated Benefits and Outcomes
[Discuss the expected benefits and outcomes of implementing the proposed solutions.]
7.3 Importance of Sustaining Motivation and Communication
[Highlight the importance of maintaining and sustaining motivation and communication within the Front Office Department for long-term success.]

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