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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, realizes 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: The human resource department will need to conduct a thorough job analysis to redefine job roles according to the new standards of service required for a 5-star hotel. This analysis will help identify the skills and qualifications necessary for the new staff, ensuring that candidates fit the upgraded service model.
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Recruitment Strategies: The HR department may also need to alter their recruitment strategies. With a focus on providing a higher quality of service, they might seek candidates with specific experience in luxury service settings, possibly utilizing more rigorous selection protocols to find individuals who can meet the high standards of a 5-star hotel.
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 suggests individuals are motivated by five levels of needs, starting from basic physiological needs to self-actualization. By understanding where employees fall within this hierarchy, the HR manager can implement strategies that cater to these needs. For instance, ensuring staff have safe working conditions (safety needs) and recognize their achievements (esteem needs) can enhance motivation and performance.
Step 3
Describe one driving force and one restraining force for change that Ms. Zheng may have considered before adopting this business strategy.
Answer
i. Driving Force: The desire to enhance the hotel's reputation and attract more affluent customers can be seen as a driving force for the change. Improving the hotel's rating to 5 stars may result in higher revenue and customer satisfaction.
ii. Restraining Force: A potential restraining force could be the resistance from existing staff who may feel threatened by changes in job roles or increased performance expectations. This resistance can hinder the implementation of the new strategy.
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-step change theory is a practical framework for managing change effectively. For instance, Ms. Zheng can start by establishing a sense of urgency about the need for improvement to successfully transition to a 5-star hotel. Then, she can form a coalition of support among staff to facilitate the change process, and further, ensure that all staff are aware of the new expectations and provided the necessary training to meet them. This structured approach ensures that all aspects of change are considered and managed sustainably.