Factors Impacting Individual Conduct of Staff in Hospitality Industry

Research Skills

Table of Contents
Table of Contents.............................................................................................................................2
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Overview of case study..........................................................................................................3
Factors that impact the individual conduct of staff................................................................3
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Social learning theory was first given by Albert Bandura in 1960s which describes the influence
of individual experiences, action of others and environmental factors on the behaviours and
learning of an individual. This theory thus depends on three main concepts that an individual can
learn though observation if the internal mental state and motivation plays a positive role in
learning (Belgiawan, 2017). Effective learning can take place through attention, retention,
reproduction and motivation so that by observing the behaviour of others and the outcomes these
behaviours can be learnt and adopted. In this report the Bandura model of social learning will be
applied on the case study of The Principal Hotel London so that the factors that impact on the
individual conduct of staff can be studied.
MAIN BODY
Overview of case study
The Principal Hotel London, also known as ‘Russell Hotel’ was bought by IHG hotels in
2018 which is an international hotel chain delivering services across reception, food &
beverages, facilities, sales, housekeeping etc. After 3 months of acquiring the hotel, the
management of IHG hotels informed the staff that the hotel would be rebranded as a Kimpton
hotel which is one of its hotel brands. The staffs of Principal hotel is frustrated as the hotel will
be closed for months so that the staff can be retained on new policies and procedures and
changing computer systems. However, the staff members later on agree to the rebranding as it is
being commonly done in the hospitality industry as it help in increasing company profits.
Factors that impact the individual conduct of staff
Learning is complex process which can be influenced by a variety of factors that determine
the behaviour of an individual and also affect the thinking ability of a person. Observation of the
actions that are conducted by people who surrounds an individual plays an important role in
determining how and what they learn which also affect their decisions (Collins, 2019).
According to Bandura individuals learn through observation of the actions of others which help
in learning new information and behaviour that can improve their lives. Social norms are the
standards that can be used to judge appropriateness of the actions of an individual if they are
good or bad. These standards are being used by various companies so that they can promote
sustainable behaviour trough making pro-environmental social norms. This can help in