Hotel Clarion Is A Family Owned Business Tourism Essays

Hotel Clarion Is A Family Owned Business Tourism Essays Hotel Clarion Is A Family Owned Business Tourism Essay Hotel Clarion Is A Family Owned Business Tourism Essay Introduction Hotel Clarion is a three star category metropolis hotel located at near propinquity to Colombo and Bandaranaike Memorial International Airport. The hotel is household owned concern administrated under the Pathirana Group of Companies ; where all the managers and top degree directors are belong to the same household. Hotel Clarion has awarded as one of the Asia Greening Hotel in 2012 for the energy and H2O preservation and waste direction. Even though, the hotel do non hold a proper Vision or Mission, as they were unable to supply me the inside informations on those statements. Figure 1- Certificate of Asia Greening Hotels Kelvins: 67065_10152334116610472_231313724_n.jpg ( Certificate the hotel has received ) History of the Hotel See about the brief history of the hotel ; Hotel Clarion was started on 1999 as Hotel Kelaniya , with 10 suites and two response halls named Topaz and Sapphire. The hotel was refurbished and renamed as Hotel Clarion in 2001. The hotel soon owned five response halls, Sapphire A and B, Diamond A and B ; and Topaz. Furthermore during this renovation, the hotel has expanded the room capacity into 31 suites with 25 superior and 6 deluxe. Furthermore, the hotel consisted with four eating houses ; Tulips, Vibes, Pharoahs and Mahogany. In add-on, 180 roof top eating house, Poolside eating house and Bar are attractive dine countries in the hotel premises. Hotel Clarion offers diverse merchandise classs in present when comparing with hotels located in the locality. Summary of those merchandises are adverting below. Facilities Banquets Conferences Adjustment Vibes Music Sofa Tulips All right Dining Restaurant Serenade Private Dining Room The Mahogany Room Private Dining Room Poolside Restaurant A ; Bar 180 Rooftop Restaurant Stretch N Stride Fitness Centre Shoping Arcade: Shakya Studio, Lily Spa, Sha Flowers Administration Hotel Clarion is a household owned concern and board of managers is belonging to the same household while the in-between degree direction has hired from the exterior. The full hotel has divided into nine sections for the disposal intents. They are, Department of Administration, Department of Human Resources, Department of IT, Kitchen Department, Food A ; Beverage Department, Department of Housekeeping, Department of Gross saless and Marketing, Department of Maintenance and Department of Front Office Bar/Restaurants/ Banquet halls. Organizational Structure 1.5 Vision and Mission The direction of the hotel unable to bespeak vision and mission of the hotel as they do non hold formatted such paperss for their hotel. Discussion The variegation and motivational factors of the Hotel Clarion are willing to discourse in this chapter. 2.1 Reasons for Choice We have carried out some researches to happen out the environment of our organisation. Basically we focused on primary informations aggregation methods as the company did non agreed to supply us their statistical information about the accomplishments in past old ages. Therefore, we had to establish on primary informations aggregation methods. We carried out a study among employees and we find out some information through first individual observation and face to confront treatments. We carried out a study to roll up information from the grassroots level employees while roll uping information from managerial degree employees through face to confront treatments. Survey consequences: Employee Diversity: Basically we selected 20 employees for the study. The undermentioned factors have identifies by the study consequences. Chart 2.1.1 Employee diverseness on Gender Chart 2.1.2 Employee diverseness on Age Chart 2.1.3 Employee diverseness on Religion Chart 2.1.4 Employee diverseness on Ethnicity Chart 2.1.5 Employee diverseness on Marital Status Chart 2.1.6 Employee Educational Levels Chart 2.1.7 Employee diverseness on Income The bulk of the work force in the hotel is merely holding few months or 1 to two twelvemonth experience with the hotel other than the top direction. Around 20 % employees are new to the hotel industry as they are merely go throughing out from the Clarion Hospitality Training Institute ( pers.comm.Pathirana.2013 ) . The relevant study consequences are mentioned above while the sum could be seen in the Appendix. As we have references in the above the study indicated variegation factors within the hotel. The major ground for the choice this hotel is the factors above mentioned and to happen out the company civilization and factors that cater to this diverse work force. Guest Diverseness: As the top direction of the hotel did non let us to transport out a study with their clients, we had to depend on the statistical informations the mentioned in the face to confront treatment. Those may be non 100 % accurate due to the dissension they made to demo us the statistical information on their guest registries. However, the information we collected by the face to face treatments has mentioned as follows. Locals 50 % Foreigners 50 % Out of that 50 % Indian 26 % Pakistan 22 % Chinese 16 % British 16 % Russian 8 % Arabic 12 % Among locals the bulk of the invitees are function people. Weddings, Company maps, Trainings, MICE travellers are bulk among those. Furthermore, they cater to honeymoon twosomes as they offer particular bundles for nuptialss with all the demands ( pers.comm. Pathirana. 2013 ) . 2.1.1 Issues Harmonizing to the study we have carried out at the hotel, we able to place some people issues within the organisation. High employee turnover. Less English cognition. Employees emphasis. Negative attitudes of the employees. Lack of modern linguistic communication accomplishments. Problems with pass oning company ends and schemes to the grassroots employees through the in-between direction. The company civilization does non promote the junior troughs to make to the upper direction. *The of import factors we had made influence through the study will be discussed in following chapters with farther treatments. 2.2 Purposes The intent of this assignment is to happen out the HR patterns, motives and leading theories used in a culturally diverse organisation. In add-on we are about to discourse direction issues within the organisation with recommendations. 2.3 Schemes of Hotel Clarion The hotel has unable to use indicate schemes within the organisation as bash non follow proper theoretical direction scheme in practical. Even though, they have mentioned their future ends as follows. To be the best cordial reception service supplier in Sri Lanka. Enhance service quality Convert eating house Mahogany into an Indian eating house. 2.4 Diversification in the hotel Diversification is a combination of human features and it is the difference of societal and psychological behaviour of people. Each individual has ain singularity with comparison to others. This diverseness formats with societal groups they belong to, demographic fortunes and psychological behaviour of the personal formation ( Kandola, Fullerton, 1998, pg 8 ) . The human variegation within the organisation is one of the major human resource direction constituents which influence to the development of the organisation. There could place two variegation facts within the organisation. Those are employee diverseness and guest diverseness. Both diverseness factors are willing to discourse with the HR theories in remainder. The variegation within the organisation is act uponing through the company civilization. Cultural factors of the organisation would give first point consequence on those variegation constituents. In this mode most of the industrial personals keenly paid their attending in Diversity Management in their organisations ( Wood.1997, pg 93 ) . 2.4.1 Employee Diversification Diversification of the employees at Hotel Clarion is about to see under this bomber subject. The employee variegation of the hotel is formation with the diverse society the company makes contact with. The variegation work force of certain company is classs through social groups the company encourage to engage people. Employee variegation of the Hotel Clarion could be figure out as follows. The variegation standard s of the hotel are Gender, Age, Ethnicity and Religion. Entire employees 150 Diversity harmonizing to the Gender Female 30 % Male 70 % Diversity harmonizing to the Age 50 % of the employees are in 18 30 old ages age group 25 % employees are on 31 to 40 age group Diversity harmonizing to the Ethnicity Sinhala 95 % Tamil/ Muslims 5 % Diversity harmonizing to the Religion Buddhists 55 % Catholic 40 % Other 5 % The top direction is Buddhists. Harmonizing to the first variegation factor, out of entire employees 30 % is female employees. The ground for this is the attitudes of the society about the hotel industry. The bulk of Sri Lankan society has negative attitudes on touristry trade and most of parents do non give permission to their girls to prosecute in hotel trade. As a consequence, the bulk of employees in the Sri Lankan touristry industry became males. 2.4.1.1 Cultural Dimension Theory, Hofstede Hofstede has mentioned a model that assesses cultural variegation in different civilizations. Harmonizing to his theory on cultural diverseness people are different from each other in certain facts. Power Bolshevism Uncertainty turning away Maleness Temporal orientation Indulgence The POWER and MASCULINITY are the two factors that influence to this hotel. Likewise other Sri Lankan owned companies, the hierarchal power of the organisation is much act uponing to the employees. In other words Master and Servant construct is extremely performed inside the organisation. Besides senior status and direction positions are making spreads among the employees. 2.4.1.2 Carmazzi s Model of Culture in Organisations Harmonizing to the Carmazzi s Model there are five different types of civilization. Multi-directional civilization The Blame civilization Live and allow unrecorded civilization Enriched civilization Brand congruent civilization The company civilization of the Hotel Clarion can be categorized as Live and allow unrecorded civilization class. It this sort of civilization people have mean communicating and interaction with others, they do non hold demand of larning new things or turn themselves due to the stagnancy and less creativeness. Though people are small airy they do nt hold a passion for their organisations. 2.4.1.3 Pull offing diverseness of work force The diverseness of the work force of an organisation is an indispensable factor for accomplishing the company ends and aims. Therefore, the organisation should provide all the variegation facts find within their work force. The civilization of the hotel is acute with employee variegation, though they do non see of any satisfactory attacks for those diverse work force. Maintains a friendly relationship with staff, dainty nonpartisanship to diverse cultural groups, address diverse cultural campaigners for the unfastened places, provide particular benefits to the culturally different employees, Identify the outlooks of different cultural groups are some indispensable facts I have identified when covering with diverse work force. The Hotel Clarion seems to be understanding with those facets. The Director Operations has mentioned some activities they have taken to provide those employees. The hotel provides appropriate sum of foliages for particular spiritual maps of employees. The Muslims acquire a leave for pray in the Friday afternoon. She farther mentioned one of the directors has permitted to utilize responsibility directors room in pray clip. The hotel direction does non maintain female employees for nightshifts except in particular occasions. The direction of the hotel maintains high motivational imposts within the organisation. Such as salary increase in each twelvemonth, honoring, advancing and particular benefits. Attention required employee variegation fortunes Religious variegation should pay more attending 2.4.1.5 Discrimination and Fairness Paradigm The Discrimination and Fairness Paradigm is the theory that can be applied for the work force in Hotel Clarion. It indicates that people should be treated every bit without sing their visual aspect or cultural differences. The occupations and undertakings of the people should be allocated harmonizing to the experiences and makings. Even though, this theory is non accurate in every clip. Therefore we identified there are some issues originated in the hotel with pull offing this diverse work force ( Refer. 2.1.1 ) . 2.4.2 Guest Diversification Under this bomber subject, the diverse clients the hotel caters to would be identified. Harmonizing to the research we have carried out, the hotel receive same sum of both foreign and Sri Lankan invitees. Furthermore, the invitees variegation could be categorized under these dimensions. Nationality, Ethnicity, Language, Expectations, Income degrees, Religion and Social Status. Harmonizing to the face to confront conversation with the Director Operations, we find out they fundamentally receive Asians and some sum of British and Arabic invitees in add-on. Therefore, they should understand the demands of different Asiatic civilizations, European civilization and Arabic civilization as good. When consider about the employees, we found that, the variegation of the employees are non sufficient to provide these diverse nationalities. Furthermore, with the diverse nationalities the diverse linguistic communication use is occurred. 2.4.2.1 Pull offing diverse invitees The hotel has taken several actions to provide those diverse invitees. Those some actions are in the execution degrees of company ends. Arab eating house Pharoahs has established to provide tourers from Arabic states. The music, nutrient bill of fares and Pyramid structured atmosphere are adding appeal to the eating house. Restaurant Mahogany was on renovation during our visit. It is about to change over into an Indian eating house. The ambiance of the eating house is artistic with sculptures and engravings. Hotel offers particular bill of fare and conducts events in spiritual gay seasons which cater to different spiritual groups among clients. Such as, Christmas carols Sinhala A ; Tamil New Year festivals, Deepawali eve, etc. The hotel caters to marrying maps with bundles and they handle any type of marrying. Such as Upcountry manner, Low state manner, Muslim nuptialss, etc. 2.4.2.1 Attention required invitees variegation circumstance Cater to linguistic communication diverseness Cater to different Income degrees Meet the different client outlooks Leadership of the Hotel Clarion There are a batch of definitions on Leadership. Harmonizing to Keith Davis, Leadership is the ability to carry others to seek defined aims enthusiastically. It is the human factor which binds a group together and motivates it towards ends ( Ghosh, 2000, pg 170 ) . This definition indicates that the leading is ability to actuate others to accomplish the ends and aims. Therefore, the leading is bind with motive and way of the organisation. Leadership theories The hotel Clarion is a household owned company which does non let foreigners of their lineages are non allowed to make to the top direction. Therefore the Trait theory on leading is applicable for the company. This theory is reasoning leaders are bond non made ( Ghosh, 2000, pg 178 ) . There were a batch of trait theories invented in the universe by several people. Ordway Tead and Chester Barnard protuberant farther, as they suggested a list of qualities necessary for trait leaders. They are, Physical and nervous energy required for a occupation Emotional stableness Objectivity Motivation Knowledge of human dealingss Communication accomplishment Empathy Teaching ability Technical command Social accomplishments ( Ghosh.2000.pg 179 ) In add-on to the usage of trait theory is detering the junior directors and in-between degree directors ; it courses to the turnover of managerial degree employees in the hotel. Although, some top directors have the above making mentioned by Ordway Tead and Chester Barnard, the bulk does non pattern those and employees are non in a comfort with the top direction. hypertext transfer protocol: //www.tutor2u.net/business/people/motivation_theory_maslow.asp hypertext transfer protocol: //www.simplypsychology.org/maslow.html The Middle and Lower direction of the hotel are fundamentally following Management Leadership theory. They fundamentally play director function supplying counsel, supervising, organisation and penalty if needed. Leadership manners See on the usage of leading manners of the organisation the major Leadership manner we could place within the organisation is Autocratic manner. The top direction of the organisation is a dictator managing the full map. The president does non sing others sentiments in determination devising and directing. Therefore, the major leading manner of the organisation became Autocratic manner. It is non surprising affair as the bulk of Sri Lankan owned companies are fluxing Autocratic manner. In instance of that the hotel does non let the new thoughts to blossom. In instance of that, they do non pattern most of the new elements in cordial reception trade. The high turnover, employee emphasis, negative attitudes of employees and deficiency of bring forthing new thoughts are negatively originated through this bossy manner. Motivation of Hotel Clarion Motivation is a stimulation of people to make expected undertaking or work. Every director in an organisation has duty to actuate his immediate subsidiaries. The top degree direction used to actuate all the employees of the organisation. In another words Motivation is engage with the leading as every leader used to excite followings to accomplish certain end. Harmonizing to the Arnold, there are three constituents of motive as Direction, Effort and Persistence. It means what is individual seeking to make? How difficult he is seeking? How long he is maintaining seeking? Motivation theories The Herzberg s Two Factor Model is applicable for the Hotel Clarion. This theory was invented in 1050 s. Herzberg mentioned that the hygienic factors such as salary, supervising, working conditions are forestalling dissatisfaction of occupation. Hence they do non supplying the satisfaction. Therefore Herzberg said those hygienic factors are non motivations. He farther mentioned that Achievements. Recognition, Responsibilities and Promotions are motivations that have ability to make occupation satisfaction. The occupation satisfaction is effected by two groups of factors. Those are intrinsic to work itself and extrinsic to the occupation. He farther said occupation context is similar to the difference between intrinsic and extrinsic incentives ( Ghosh, 2000, pg 143 ) . The intrinsic motivations are wagess that correlated with work wagess. Extrinsic incentives are external wagess that do non give satisfaction in the clip of public presentation. The hotel follows this theory for motivate employees with one-year salary increases for best performing artists and they conducts one-year award ceremonial to honor the best employees. Those employees are choosing by the immediate director. Report to General Manager and eventually Chairperson is carry oning an interview to choose the employees out of the nominations. The rewarding ceremonial is carry oning to look up to effectual employees. They selection standards s are adverting as follows. Criteria s of choice Knowledge and accomplishments Efficiency / Output Dedication / Passion to work Loyalty to the company Honesty Communication / Team work Customer orientation Leadership / Growth Training / Learning Under those standards s they fundamentally rewarded employees under five classs. Outstanding Employee of the twelvemonth Outstanding Department of the twelvemonth Outstanding Gross saless Person of the twelvemonth Outstanding Supporting Service of the twelvemonth Outstanding Executive of the twelvemonth Figure 2.6.1.1: Award victors with the Presidents Kelvins: 621439_10152228065750472_364094695_o.jpg Figure 2.6.1.2: Employee of the twelvemonth Kelvins: 679799_10152228066035472_116593174_o.jpg Recommendations