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The Regency Hotel Case Study

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Case Assignment 2
The Regency
November 7, 2015
Michelle Archibald
HRES 1101
November 7, 2015
Michelle Archibald
HRES 1101

Case Assignment #2

One of Bangkok Thailand’s most prestigious hotels, The Regency, was established 15 years ago and was operated by a Thai General manager for the entire time. The hotel was sold to a large American hotel chain. When this was announced the current General Manger of the hotel decided to retire early leaving an open position which was filled by an American named John Becker.
John Becker believed in the empowerment of employees. He believed that all employees should be empowered to make decisions to the best of their ability to ensure the satisfaction of their guests needs. He was very successful running hotels in America this way, and expected The Regency to be just as successful. This is not however how the hotel was run by the previous management.
After Becker introduced this new policy to the hotel, the management seemed to have a mixed reaction to these changes, though no one protested it. Becker also asked that the employees and managers not come to him for minor problems, and to try and resolve them on their own. This request proved to be more difficult for the staff than Becker anticipated, for they found it hard to distinguish a minor problem from a major one. Becker began to get frustrated with the staff and the amount of times they would come to him with problems.
In the end the hotel and staff suffered from these changes, the hotel received bad reviews and many of the staff left due to stress.
The symptoms which indicate what problems exist in this case are: Under the old management the employees were afraid to take risks because they would be reprimanded. The staff always went to management to resolve issues and to make the decisions, in fact this was...

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