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Regency Grand

In: English and Literature

Submitted By aksmenow
Words 289
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The Regency Grand Hotel, a five-star hotel in Bangkok, Thailand is noted to be one of Bangkok’s most prestigious hotels and its staff enjoyed the prestige of being associated with the hotel. The recent sale of the Regency to a large American chain of hotels and the appointment of a new general manager, John Becker, an American with 10 years of management experience with the hotel chain have significantly affected the hotel’s reputation and good standing in the hotel industry. Becker thought that the practice of empowerment would benefit the overall performance of the hotel. From his U.S. experience, Becker “found that empowerment increased employee motivation, performance, and job satisfaction, all of which contributed to the hotel’s profitability and customer service ratings” (McShane/Von Glinow, p.188-190). Not long after implementation of the practice of empowerment, Becker realized that contrary to his expectations, the business and overall performance of the hotel began to deteriorate. Guest complaints increased, employees’ mistakes increased, absenteeism increased, and employee turnover rate reached an alarming high. The good working conditions that were in place under old management had been severely strained. No longer did the employees appear united and supportive of the other.
Diagnosis:

Love 2 Drawing from the Multiple Levels of Analysis Anchor (organization, group, individual), at the organizational level of analysis, System Theory can be used to support the diagnosis that the downward turn in The Regency Grand Hotel’s business and overall performance of the employees were due to lack of planning with the introduction of empowerment to Asian employees. Becker was in Asia, not the U.S., he did not look at the possible and probable cultural differences between American employees and Asian employees; in respect to their...

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