Analyse the indicators and possible causes of performance problems at the Lakeland Hotel. Advise
the senior management team how they could build an effective High Performance Work System to
address the problems you have identified.
Your response should consider:
- The multiple possible causes of poor performance and how this shapes the approach to
managing performance within an organisation
- The concept and key components of a HPWS
- Possible barriers to the successful implementation of the system you recommend
Full Answer Section
- Decreased revenue or occupancy rates: Declining financial performance signifies problems attracting and retaining guests.
- Low productivity: Inefficient operations can lead to increased costs and customer dissatisfaction.
Possible Causes:
- Poor leadership: Lack of clear direction, communication, or recognition can demotivate employees.
- Inadequate training and development: Unprepared staff may struggle to deliver excellent service.
- Ineffective performance management: Without clear expectations and feedback, employees may not strive for improvement.
- Uncompetitive compensation and benefits: Low wages and limited benefits can demotivate staff and lead to high turnover.
- Toxic work environment: A lack of teamwork, stress, or bullying can significantly impact morale and performance.
Building a High-Performance Work System (HPWS):
A HPWS is a comprehensive approach to work design, human resource practices, and employee relations that aims to create a high-performance work environment. Here's how it can address performance issues at the Lakeland Hotel:
Key Components of a HPWS:
- High-involvement work design: Empower employees by involving them in decision-making, problem-solving, and task design.
- Skill development and training: Provide ongoing training opportunities for all staff to enhance their skillset and service delivery.
- Performance-based rewards and recognition: Link rewards and recognition to achieving performance goals and exceeding expectations.
- Work-life balance: Promote healthy work-life balance with flexible schedules, employee assistance programs, and fair workload allocation.
- Employee relations: Foster open communication, address employee concerns promptly, and encourage a collaborative work environment.
Addressing Performance Problems with a HPWS:
- High-involvement work design: Encourage employee feedback on service delivery, identify areas for improvement, and empower them to suggest solutions.
- Skill development and training: Invest in training programs for housekeeping, guest services, and management to enhance service quality and leadership skills.
- Performance-based rewards: Implement a system that rewards employees for exceeding guest expectations, exceeding sales targets, or demonstrating excellent teamwork.
- Work-life balance: Offer flexible scheduling options, childcare assistance, and employee wellness programs to reduce stress and improve staff morale.
- Employee relations: Build trust with open communication channels, conduct regular surveys to gauge employee satisfaction, and address concerns promptly.
Barriers to Implementation:
- Cost: Implementing a HPWS requires investment in training, employee development, and potentially, improved compensation packages.
- Resistance to change: Existing management styles and employee mindsets might resist change and require time to adapt to a new system.
- Leadership commitment: Successful implementation requires strong commitment from senior management to embrace and champion the HPWS philosophy.
Recommendations for Senior Management:
- Conduct a comprehensive performance improvement audit to identify the root causes of the hotel's problems.
- Clearly communicate the need for change and the benefits of a HPWS to all levels of staff.
- Develop a phased implementation plan, starting with smaller initiatives and building momentum.
- Secure senior management buy-in and ensure they champion the HPWS philosophy throughout the organization.
- Seek budget allocation to invest in training, employee development, and potentially, improved compensation packages.
- Monitor progress and adapt the HPWS based on employee feedback and ongoing performance metrics.
By building a robust HPWS, the Lakeland Hotel can address performance issues, create a more engaged and motivated workforce, and ultimately achieve significant improvements in guest satisfaction, employee retention, and financial performance.
Sample Answer
Analyzing Performance Problems at Lakeland Hotel and Building a High Performance Work System (HPWS)
Identifying Performance Problems:
Without access to specific data, we can explore some general indicators of performance problems at the Lakeland Hotel:
- High employee turnover: Frequent staff departures suggest low morale, dissatisfaction, or lack of development opportunities.
- Guest complaints: An increase in guest complaints points to issues with service quality, cleanliness, or staff training.