Enhancing Diversity and Customer Satisfaction at CoffeeVille

This report delves into CoffeeVille's strategies for promoting diversity, inclusion, and customer satisfaction. It highlights the company's commitment to valuing employees from diverse backgrounds and fostering a culture of respect through detailed policies and training programs. The report also explores how these diversity initiatives impact customer satisfaction, emphasizing the importance of respect among staff members, celebrating differences, and implementing effective harassment and complaint resolution procedures. Key areas covered include recruitment practices, employee handbooks, and the management's role in creating a peaceful and mutually respectful work environment. The analysis underscores the connection between a diverse and inclusive workplace and enhanced customer experiences, contributing to CoffeeVille's overall success. This student-contributed document is available on Desklib, where students can find a variety of academic resources and study tools.

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Contents
I. ACTIVITY 1
II. ACTIVITY 2
III. ACTIVITY 3

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I. ACTIVITY 1
CoffeeVille admit that they appreciate that their employees are very important and they
are the most valuable resources that the company owns. As a company that has made a name in
providing the food production and service business, CoffeeVille has a very strict but practical
policy that seeks to enhance diversity. The policy is very detailed and looks into ways and means
of ensuring that each and every employee values and recognizes that they are in an environment
that has people who deserve to be accorded respect. The organization also ensures that they stick
to the policy when they hire new employees to their team. Therefore they make sure that the
employees that they hire are from a diverse backgrounds and that they are also vetted thoroughly
to ensure that they can be part of a team of person from different backgrounds (Barak, Findler
and Wind, 2016).
As it should be in every organization, CoffeeVille has a holistic approach towards how to
enhance diversity and the interpersonal relationships among the members of staff and all other
stakeholders. The organization has a very detailed employee handbook that stipulates how
employees are to coexist and carry themselves around the organization. Furthermore the
employee handbook of CoffeeVille lays down the company policies. Policies like CoffeeVille
being an equal opportunity employer, the remuneration policy, performance management,
employee leaves, work hours and so on. All these and more issues addressed on the employee
handbook are very pertinent in ensuring that the organization runs smoothly (De Anca and Vega,
2016).

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Coffeeville has a commitment towards cultivating, nurturing and conserving a culture of
inclusion and diversity through its well laid down strategies where new staff are trained on the
culture of embracing diversity coupled with refresher programs for existing employees. Human
capital in our hotel just like any other industry is the most essential asset we have, they carry the
image of the company to a greater extend (Downey, van der Werff, and Plaut, 2015) and
(Williams, 2015). The collective sum of individual differences, race, religious beliefs and culture
which employees have invested in our work and that represents a much more significant part of
of the company’s organizational culture and reputation as well. These key attributes are directly
related to the hotel’s success in many ways.
The organization embraces and encourages its employee’s differences through a series of
programs and training to create a peacefully and mutually respected environment. The
commitment of hotel management in supporting the embrace for diversity guarantees its success,
organization of the trainings and refresher programs needs a source of funding, with the
commitment of Coffeeville management to fully support and implement these strategies it will
be fruitful.
Coffeeville diversity initiatives are applicable to our enlistment and selection practices,
compensation and welfare, motivation and training, societal and recreational developments this
will help employees to showcase beliefs and traits unique to them which will be embraced by the
rest staff. The development strategy of a work a work environment that is built on the foundation
of diversity and equity that encourage:
a) Employee and employer benefits towards the communities we live in and to also
promote the understanding and the respect for social diversity.

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b) Employee participation and teamwork, permitting presentation of all groups and
employee perspectives.
c) Respectful communication and cooperation between employees
Based on the laid down strategies, the entire CoffeeVille workforce bears the
responsibility of treating others with dignity and with necessary respect expected of them at all
times. The workforce is also expected to show and exhibit some all-round conduct that will
depict inclusion during their day to day operations and engagements at work.
Employees at Coffeeville interact with people who are diverse in ways that have different
implications for interactions. The management of Coffeeville is committed to promote a peaceful
and workable environment amid these diversities. Diversity policy employed promotes its
competitiveness high rating as well as staff morale and dedication. Recruitment of new staff is
done in an open manner which sees recruitment of qualified staff to fill available positions.
Locating a diversity policy involves identifying potential differences that may arise and
setting up strategies to counter arising issues. Coffeeville factored in differences such as gender,
race, pregnancy, and political affiliations, religious and cultural beliefs. This primary step
enabled them to set up a diversity policy which is laid down to all employees who are expected
to adhere failure of which they will face strict disciplinary measures including termination of
contract.
The policy has enabled Coffeeville to plan and administer a management system and
culture that encourages diversity among the employees, a well laid down implementation
procedure ensures that the policy is enacted to meet its needs.
Endorsement of the work policy by the management and the manager responsible
saw the relevance of the policy to the work place. Supporting documentation such as ethics

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guide, code of conduct, work place behavior guidelines and guidelines for handling adverse
behavior is provided ensuring a smooth and timely completion of arising complaints and
harassment.
The relevance of the policy was done by ensuring its relevance to work culture at
Coffeeville, this was done by a prior research on possible areas where discrimination and
injustices could prevail. Adopting this in the policy ensured that there are no gaps in case an
issue arises thus smooth settling of any form of injustice and discrimination.
Coffeeville has a well laid down components of diversity policy which comprise
definitions of discrimination, harassment and behaviors that will not be tolerated in the
workplace. A well laid down procedure of the consequences of breaches of the policy which
involve facing a disciplinary panel. Management responsibilities are laid down for equal
employment opportunity that gives employees a sense of being in the culture of the hotel.
A well laid down procedure is established for the complaints and how they are to
be made and managed, the hotel has a great deal in applying the diversity policy in a manner that
the managers are aware of how to proactively comply with the policy and avoid noncompliance.
At Coffeeville age is not considered as a factor during recruitment when hiring an
employee, discriminating on the basis of age involves hiring only young people or not hiring
young people even though they have the required skills to perform the work. This is key in
ensuring commitment and motivation of workers to their work.
Personality is also accommodated at Coffeeville, employees are hired based on
their ability to perform the job. Rejecting a suitable applicant for the job based on personality
isn’t factored in at all, employment is done based on a person’s ability to perform the desired
task.

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Staff at Coffeeville are hired, promoted, trained and rewarded based on merit
regardless of ethnicity this gives employees a sense of belonging and motivation towards their
job. With the laid down guidelines Coffee villa is working towards attaining a peaceful working
environment that people embrace diversity.

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II. ACTIVITY 2
Customer satisfaction is key for the success of every business, hotel staff and the
management always focus on retaining their customers as possible just like any other business.
With technological trends clients compare the service of different hotels to choose the best and a
good customer satisfaction rating guarantees more customers (Ferdman, 2018).
However, the unity of the hotel staff to a great extent affects their relationships with the
customers. A number of strategies has to be laid down by Coffeeville to ensure that diversity is
respected in their work team to ensure they have a good relation which translates to customer
satisfaction (Davis,Frolova, and Callahan 2016, p. 82). This will be achieved in the following
ways:
a) Encouraging respect among the staff members.
The golden rule in a diverse environment as Coffeeville is respect. Despite the differences
in beliefs employees should be obligated to respect each other. The members of the staff should
be able to understand that the differences in their religious beliefs, cultural bellies, race and
gender do not affect one’s skills or contribution in the work place through dedicated training on
tolerance and acceptance.
b) By celebrating diversity.
Many people focus on the differences that exist between each other. Coffeeville will
encourage a culture where the staff will focus more on their similarities this will help them come
together. This is achieved by creating a chance for the employees to celebrate their differences
and encourage self- expression to the maximum. A culture of encouraging employees to beliefs

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and traits unique to them should be created involving organizing a host party with a dress code
where employees choose what best defines them.
c) Offering diversity training on employees.
The hotel will work to create a diversity training program where employee’s takes once
they join Coffeeville coupled with refresher training to existing members to create an
environment where staff understand that diversity is embraced at the hotel.
d) The management to take a proactive approach.
The management needs to make a deliberate effort to create a peacefully and mutually
respected environment. Diversity management needs to be integrated into the company’s vision
and dedicate resources towards its implementation, a frequent check to ascertain its success is
essential in ensuring that the hotel is moving towards achieving its vision (Jauhari, and
Bharwani, 2017, p 162).
Harassment is an act of engaging in an act of making vexatious comment or
conduct that is known or ought to reasonably be known to be unwelcomed. The law therefore
prohibits harassment of any basis in the work place either by the customer to the staff or staff to
the customer. In any given business like Coffeeville complaints arise and well layout strategies
on handling these complaints and harassment is essential for business success. This will be
achieved by setting up a procedures on handling harassment and complaints. This involves:
a) Developing a self-resolution amongst employees
The hotel will set up a culture where employees will try to resolve the complaint
themselves try to resolve the complaint by themselves or addressing it to the person raising the
complaint directly. This resolves the complaint at the ground level before it escalates (Davis,
Frolova and Callahan 2016, p. 82).

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b) Developing a formal complaint procedure.
Two steps are involved in developing a formal complaint procedure, a preliminary
inquiry is done followed by a formal investigation into the complaint. A complaints department
will be set up in the hotel whose role will be to do conduct an investigation into the complaint
raised.
c) Determination of outcomes.
Outcomes of the complaints should be produced soonest to allow subsequent action into
the matter to ensure that a complaint of that nature doesn’t arise again within the hotel this
ensures that complaints are not recurrent and promote satisfaction (Jauhari and Bharwani, 2017,
p 162).

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III. REFERENCES
Davis, P.J., Frolova, Y. and Callahan, W., 2016. Workplace diversity management in
Australia: what do managers think and what are organizations doing? Equality, Diversity and
Inclusion: An International Journal, 35(2), pp.81-98.
Jauhari, V. and Bharwani, S., 2017. An exploratory study of competencies required to co-
create memorable customer experiences in the hospitality industry. In Hospitality Marketing and
Consumer Behavior (pp. 159-185). Apple Academic Press.
Bailey, C., Mankin, D., Kelliher, C. and Garavan, T., 2018. Strategic human resource
management. Oxford University Press.
De Anca, C. and Vega, A.V., 2016. Managing diversity in the global organization:
Creating new Business values. Springer. Pp 4-5
Barak, M.E.M., Findler, L. and Wind, L.H., 2016. Diversity, inclusion, and commitment
in organizations: International empirical explorations. Journal of Behavioral and Applied
Management, 2(2), p.813.
Williams, M., 2015. Generational Diversity Can Enhance Trust Across Boundaries. Pp 8-
9.
Downey, S.N., van der Werff, L., Thomas, K.M. and Plaut, V.C., 2015. The role of
diversity practices and inclusion in promoting trust and employee engagement. Journal of
Applied Social Psychology, 45(1), pp.35-44.
Ferdman, B.M., 2018. Incorporating Diversity and Inclusion as Core Values in
Organization Development Practice. In Enacting Values-Based Change (pp. 157-167). Palgrave
Macmillan, Cham.

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