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The Wilton Hotel has decided to change its business strategy and upgrade from a 3 star hotel to a 5 star luxury resort - VCE - SSCE Business Management - Question 3 - 2009 - Paper 1
Question 3
The Wilton Hotel has decided to change its business strategy and upgrade from a 3 star hotel to a 5 star luxury resort. Ms. Zheng, the proprietor, realises that the ... show full transcript
Worked Solution & Example Answer:The Wilton Hotel has decided to change its business strategy and upgrade from a 3 star hotel to a 5 star luxury resort - VCE - SSCE Business Management - Question 3 - 2009 - Paper 1
Step 1
Discuss two ways this change in business strategy will affect the way in which the human resource department selects new staff.
Answer
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Job Analysis: To ensure that staff are appropriately qualified, Ms. Zheng will need to conduct a thorough job analysis. This involves detailing the new roles and responsibilities required for the upgraded hotel. By establishing specific job descriptions that reflect the expectations of a 5-star service level, the HR department can better target candidates who possess the necessary skills and experience.
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Enhanced Selection Methods: With the focus on improving service quality, the human resource department may adopt more rigorous selection processes. This could include situational interview techniques that assess candidates' ability to handle high-pressure scenarios. By doing so, they can ensure that new hires not only possess the requisite skills but also the attitude and adaptability necessary for a luxury environment.
Step 2
Explain a relevant motivational theory. Discuss how it might assist the human resource manager to motivate staff to improve their level of performance.
Answer
Maslow's Hierarchy of Needs is a relevant motivational theory that categorizes human needs into five levels, starting from physiological needs to self-actualization. Understanding these needs can assist the HR manager in structuring incentives and motivational strategies that resonate with employees. For instance, once basic needs (like competitive salary) are satisfied, the focus can shift to higher-level needs such as esteem and self-actualization by providing opportunities for professional development and recognition. This approach can promote a more engaged and motivated workforce, ultimately aligning with the hotel's goal of enhancing service quality.
Step 3
Describe one driving force and one restraining force for change that Ms Zheng may have considered before adopting this business strategy.
Answer
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Driving Force: Market Competition. The competitive landscape in the hospitality industry serves as a driving force for Ms. Zheng. To remain relevant and attract a discerning clientele, upgrading to a 5-star establishment aligns with market trends and customer expectations.
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Restraining Force: Resistance to Change. Current staff might be hesitant to adapt to the new service standards required in a five-star setting. This resistance could stem from discomfort with additional responsibilities or fear of job loss due to increased scrutiny on performance.
Step 4
Select and describe a change management theory. Discuss how this theory would assist Ms Zheng in implementing this business strategy.
Answer
Kotter's Eight Steps for Change Theory provides a structured approach to managing transformations effectively. The first step involves establishing a sense of urgency around the need for change, which Ms. Zheng can achieve by highlighting potential gains from becoming a premier destination. The subsequent steps involve forming a guiding coalition, creating a vision for success, and communicating the change effectively. By following this framework, Ms. Zheng can address any resistance and ensure that all staff are aligned and committed to the new direction of the hotel, facilitating a smoother transition to a 5-star service.