Case Study

The Regency Grand Hotel

The Story

The Regency Grand Hotel (5 Star) run by a Thai Manager since last 15 years are very
successfully

All Employees (700) are happy

Excellent benefits, salaries, job security and large bonus

Acquired by large American Hotel Chain and Keep all the most employee

John Becker appointed as New General Manager

Case Summary

John applies Empowerment

- Guest Oriented and excellent customer service

Consider guest needs case-by-case

Reward and punisment (dont make the same mistake)

Only Complex Issues will be brought to the supervisors

John Reduce Bureaucratic rules

Decison making for Front liner (can do upgrade room)

Good decision doesnt get positive feedback

Supervisor upset about authorities power

Case Symptoms

Middle manager-supervisor upset and resigning

Employees difficulty in discriminating between major and minor issues

Lack of motivation and no positive feedback from high level position

Low Profitability and Drop the hotel images

Many employees resign

Case Diagnosis

The Cultural issue

The Leadership Style :

Different at the time of thai management

Before more directive and task oriented

New participative and people oriented

Empowerment of the front liner lead to low motivation of the supervisor and
middle manager

The Rule and goals was not properly defined

Employee failed to distinguish between major and minor issues

Which affected to hotel performance

Problem Solving

Develop the knowledge of the Thai Culture

Give performance based reward and benefits to the employees to enchance

their moral and performance

Clear job designs and job descriptions this will remove ambiguity whichs
decision to be made by manager or supervisor.

Dont Empower the front line employees

THANK YOU
ARIGATOU
DANKE !
XIEXIE