Windsor Suites & HotelsAn organizational behavior study

and recommendations proposal

Presented byAhmed KamalJulian WardenVivek Adhikari

Agenda Company Background Data Collection Review of the stated problems Underlying causes of the stated problems Analysis and recommendation of possible

solutions Conclusion

Company Background Located in the heart of Bangkok 26 years in the Industry 458 rooms Swimming pool Fitness center Spa 10 large function rooms.

Data Collection Interview and interaction with the

following:

1. Mr. BurathMangalakiri. (Resident and Training Manager)2. Mr. Paul Philippou. (Assistant Resident Manager)3. Ms. BoonchaluayJomdej. (Director of Sales (MICE)

Review of the stated problems Staff unable to solve individual customer

problems though an inability to identify and clarify customer expectations.

Staff unable to differentiate between customer opinions and real issues that, unsolved, would result in the customer having a negative experience.

Staff not pro-actively engaging customers in an attempt to provide superior service.

Review of the stated problems Staff not being able to recognize how to

manage individual customers. Misunderstandings between staff and

customers resulting in extra time and unnecessary resources being employed to solve issues.

Underlying Causes of the problem

English Language ability.

Lack of motivation to learn a foreign language

Lack of a clear and defined Vision.

Recommendations: Vision and Strategy Mystery Shopping Gamification Strategic use of Human Capital Training and Development Staff Selection and ‘FIT’ Field Trips Employee Tolls Lead by example Fun Events

Vision and Strategy

Not having a clear vision that all staff can understand and align to, can result in ambiguous behavioral expectations, fragmented decision making, inequalities between departments and the company being seen as directionless

Mystery Shopping

Mystery Shopping

Though enforcement of improved standards and behavior can be lead and managed though supervisors, it is essential to check what the actual customer experience is and to assess if Windsor is consistent with performance and customer experience targets

Gamification

Individual visual measures could trigger intrinsic motivation as employees feel peer pressure and drive to achieve.

Strategic use of Human Capital

Given the available labor pool and benefits available, costs must be tightly controlled, it is recommended that Windsor strategically employee staff with a high standard of English ability at all key customer touch-points.

Training for Skill There are some training modules in place

already at Windsor, carried out by Senior Management

The opportunity cost of not outsourcing more structured training, particularly English language training may be high,

Especially when the most effective use of senior management time and resources is considered.

Training for Skill The objective of training programs is to

replicate working conditions but to set the scene so that students challenge themselves and practice in a ‘safe environment.

Equally important are clarifying tools enabling students to proactively manage discussions to limit miscommunication, clarify exact issues and causes, and build and add to the skills they have learnt.

Staff selection and ‘FIT’ Until an effective assessment and hiring

procedure is in place, it is likely that, even with training, challenges with some employees will remain to the detriment of departmental goals and company vision.

Staff selection and ‘FIT’ In order for an effective evaluation to take

place, it is recommended that the below areas be assessed for all open positions in the recruitment process.

Role specific technical or specialist skills

Interpersonal skills

Problem solving skills

Field Trips Attract employees to become part of learning Allow employees to get deep understanding

and ability to recall experience

Competition in hospitality business is fierce

Visits to Competitors

Corporate events

Field Trips

Employee Tools Reduce misunderstanding and to expedite

problem solving

Reference tools that contain both language and other useful information / iPad

Handbooks containing key vocabulary with pictures

Access to books, videos, handbooks and eLearning materials

Employee Tools HANDBOOK

ENGLISH THAI

Hair dryer = เครื่องเป่าผม Kherụ̄̀xng pèā p̄hm

Fun Events People learn more effectively when they

are relaxed Creating a fun working environment Implementing learning techniques:

Role plays Painting competitions Watching English movies Speech competitions etc

Fun Events

Supervisors to lead by example Great workplaces arise from great leaders

Role model

Create an encouraging atmosphere

Energy and enthusiasm to drive the change

Supervisors to lead by example

Conclusion Windsor Suites prioritize establishing a

corporate vision, clear to both management and staff that can be shared both externally, with potential customers, and internally, with employees.

Since Windsor operates in an Environment where communication is key to success, communication problems that stem from motivation, attitude and culture need to be addressed.