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Case Study Analysis Name Institution Executive Summary Several experts operating successful hotels argue that clients are elated when hotels offer exemplary communication systems. It is clear that communication system allows clients to highlight their needs…
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Download file to see previous pages The report highlights significant limitations in the communication system of Hotel Griffith. It also identifies the approaches that could be instrumental in preventing conflicts in the organization. The recommendations that Griffith Hotel could use to solve the issues are also available. These recommendations include the introduction of new recruitment processes. This is because the current process has several limitations that derail the growth of the entire hotel businesses. For example, the current processes reduce the motivation levels among the personnel. Additional recommendations include punishing employees who are disrespectful while working. Table of Contents Contents Contents 3 Literature Review 6 Transcript of the conversation between Samantha and the Guest 8 References 10 Case Study Analysis Introduction Modern business need to create efficient communication systems. This is because such systems reduce conflicts within the respective organization. The foremost intention of this report is to underscore the negative aspects of poor communication systems in organizations, for example, the hotel industry. The final part of the report highlights recommendations that need to be adapted. Consequently, the report identifies problems that hotel under study faces. Other key issues are also evident in the report making it follow the traditional report structure. The report offers a comprehensive literature review on significant theories of interpersonal communication. Finally, the report presents a transcript of a conversation between an employee of the hotel and an Indian guest. Identification of problems and key issues This case study of Griffith Hotel presents several problems related to communication. The management of Griffith Hotel is conservative especially in the operational processes. This negatively influences its entire operations. For example, the social exchange theory suggests that the relation that people’s relations are based on their respective personal interests. The personnel within the company have personal interests that derail the communication process. For example, Simon, the Front Office Manager (FOM) believes that his views are appropriate. This is probably because of his maturity level and familiarity in the hotel industry (Hogan, 2008). Key issues within Griffith Hotel Case include the lack of an efficient coordination system in the hotel. Simon, the manger does not care to designate shifts among employees who can support each other. This creates continuous incidences of disagreement among the employees because they fail to understand one another. Additional issues related to the social exchange theory include the frequent disagreements between the management and the employees. This is because Simon fails to work with his subordinates appropriately. Instead, he orders them as if they were disobedient schoolchildren. Most of his employees complain that during their respective inductions, they are treated as though they were naughty schoolchildren. Simon employs ineffective communication strategies with his subordinates (Kusluvan, 2003). The hotel lacks efficient human resources that would enable Griffith Hotel realize high profit levels. The current employees are ineffective. For example, Michelle, Ronny and Bruno have the relevant experience to offer exemplary services. They fail to deliver because of laxity while working at the hotel. These employees do not seem to have the desired professionalism in this industry. This ...Download file to see next pagesRead More
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