Managing Communication and Collaboration with Remote Workers

This dissertation investigates communication and collaboration strategies for managing remote workers within the hotel leisure industry, focusing on Four Seasons Hotels and Resorts. It highlights the increasing prevalence of remote work and the challenges it presents for maintaining effective communication and collaboration. The study examines various methods employed by hotels, such as video meetings and internal messaging tools, to facilitate information exchange and team cohesion. It also explores the benefits of improved communication, including increased staff retention, enhanced brand image, and improved overall performance. The research methodology emphasizes the importance of data collection and analysis, covering both primary and secondary data sources, along with ethical considerations. Ultimately, the dissertation aims to provide insights and recommendations for hotels seeking to optimize communication and collaboration with their remote workforce, thereby enhancing productivity and customer satisfaction.

Top15904 Dissertation
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Abstract
Exchanging of information and making sure, listener has understood meaning and reason of
information, provided to them, is known as communication. Main aim for which this study has
been conducted is identifying ways by which the hotel leisure industry can manage
communication and collaboration with remote workers. This study discusses ways of managing
communication with remote workers and for this, it shows some ways or modes of clear
communication. Managing remote workers is not an easy task as both remote workers and
managers face problems while working from remote areas. It shows some benefits that hotel
industry can take by managing communication with remote workers. Some advantages that this
study discuss in a detailed manner include: increasing staff retention, improved image of brand,
competitive advantages and improved performance.
It shows reasons of following and considering all elements of research methodology. Data
collection and data analysis are 2 main elements of research methodology that enable scholar in
completing research study in a successful manner. It shows both types of data collection such as
primary and secondary and also shows criteria of selecting appropriate data collection. Data
analysis and ethical consideration in research study also enable scholars in improving image and
conducting study in the future with effectiveness.
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TABLE OF CONTENT
TITLE: Managing communication and collaboration with remote workers in this era..................3
CHAPTER 1: INTRODUCTION....................................................................................................3
Background of the study..............................................................................................................3
Aim and objectives......................................................................................................................4
Business problem.........................................................................................................................5
Rationale......................................................................................................................................5
CHAPTER 2: LITERATURE REVIEW.........................................................................................6
Ways in which the hotel leisure industry managed communication and collaboration with
remote workers............................................................................................................................6
Strategies can be used by Four season hotel and resorts for improving communication with
remote workers............................................................................................................................7
Benefits of effective communication and collaboration techniques with remote workers within
the hotel leisure industry..............................................................................................................9
CHAPTER 3: RESEARCH METHOOLOGY..............................................................................10
CHAPTER 4: RESULTS...............................................................................................................15
DISCUSSION................................................................................................................................24
CHAPTER 5: CONCLUSION......................................................................................................25
REFLECTION...............................................................................................................................27
REFERENCES..............................................................................................................................29
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TITLE: Managing communication and collaboration with remote workers in this
era.
CHAPTER 1: INTRODUCTION
Communication is the process of exchanging information by writing, speaking and other
medium. Communication plays a vital role as it makes employees and employers able in
providing detailed information and also make them able in understanding what is being said to
them. By getting detailed and accurate information, they find easier in performing functions and
accomplishing goals. There are number of benefits that companies can take if they focus on
making use of appropriate modes of communication. Some advantages of clear and concise
communication include: improving and maintaining relations, facilitating innovation, improving
productivity, increasing employees’ engagement and increasing customers’ satisfaction (Bardi,
2021). Nowadays, due to increasing competition and globalisation, hotels are allowing work
from home and remote working facilities to their employees. It makes them able in performing
their functions and providing services to customers, live in remote area. But managing
communication with them become difficult Therefore, hotels need to focus on selecting an
appropriate mode of communication. Poor communication with remote workers can affect
overall performance and productivity of workers that may affect image of company as well.
Moreover, it becomes important for employers to make use of an appropriate mode of
communication and improving performance accordingly.
Background of the study
Communication and collaboration are main key terms as well as skills that makes
employers able in improving their productivity and profitability as well. This study is based on
Four season hotel and resorts, UK. This present study is going to discuss some ways in which
hospitality industry or 4 seasons hotel and resorts communicate with their remote workers.
Managing remote workers in not an easy task but their performance can be improved if
employers make use of an effective way of communicating with them. Collaboration plays a
vital role and remote4 workers require collaboration with their colleagues and when they get it
then they find easier in performing their functions. Communication is linked with collaboration
as with clear and concise communication, employers can improve collaboration and can solve
miscommunication related problems. This study will further discuss some techniques that are
being used by Four season hotel and resorts in order to manage communication and collaboration
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with remote workers for improving their performances and making them able to satisfy
customers’ needs. It will further discuss some advantages that hotel can take by improving
communication and collaboration with remote workers. An ability to work remotely offers a
better work/life balance (Ford and Sturman, 2018). It is believed that when employees work
away from their office then they can control their life and can make a balance between personal
as well as professional life that is vital. But remote workers need to follow all rules and
guidelines, implemented by companies for remote workers in order to maintain discipline. On
the other hand, it can be said that along with benefits, remote workers find some difficulties due
to poor communication as they work far away from office. Therefore, as like others, they cannot
communicate face to face with their employers and colleagues. It becomes important for them to
be in touch with colleagues and employers and communicating in a continuous manner. For this
reason, they need to make use of an appropriate use of communicational modes.
This research study will discuss effectiveness of research methodology and ways in which
it makes researchers able in collecting as well as analysing data relevant to research topic.
Research methodology elements such as research approach, philosophy, strategy, data collection
and analysis methods play a vital role in successful completion of research study. It makes
scholars able in improving decision making process by collecting and analysing data. It will also
discuss effectiveness of collecting both primary and secondary data and ways in which primary
data can help scholars’ in accomplishing research goals.
Aim and objectives
Aim: “To identify the ways used by an organisation for managing communication and
collaboration with remote workers” on Four season hotel and resorts
Objectives
• To identify ways, the hotel leisure industry managed communication and collaboration
with remote workers.
• To investigate the methods and techniques used for communication and collaboration in
the hotel leisure industry for remote workers
• To determine the benefits of effective communication and collaboration techniques with
remote workers within the hotel leisure industry.
Research questions
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1. What are some effective ways in which four seasons hotel can manage collaboration and
communication with remote workers?
2. Which strategies can be used by Four season hotel and resorts for improving
communication with remote workers?
3. How can Four season hotel and resorts make themselves beneficial by making use of
effective communicational modes for communicating with remote workers?
Business problem
Increasing competition is one of the main business problem that is increasing pressure on
hotels and companies for more investment in innovation and technologies. For being in the
competition after Covid-19, hotels are striving hard and for that they are hiring skilled
employees. There are number of hotels that operate in number of markets and provide services to
people of remote areas. For providing better services, they hire remote workers but they find
managing communication and collaboration with them. Moreover, managing communication
with remote workers has become one of the main business problem in this competitive era. This
study will help out hotels including Four season hotel and resorts in managing communication
with remote workers and improving their overall performance.
Rationale
The reason of selecting this topic is to make hotels able in improving their performance
economy by satisfying customers’ need. It is possible when employers communicate and manage
collaboration with remote workers in an effective manner. This study can make companies able
in knowing effective ways by which they can manage collaboration and can provide detailed
information to remote workers in a clear and concise manner (Maican and et.al. 2019).
Communication is the common and important skill that everyone needs to possess. Therefore, by
conducting research study on this topic, I can improve my knowledge and can know better ways
of communicating with others. Hence, increasing knowledge and knowing ways to improve
communication skill is other main reason of selecting this topic. It can
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CHAPTER 2: LITERATURE REVIEW
Ways in which the hotel leisure industry managed communication and collaboration with remote
workers
According to the view of Garcia, (2020) remote working is increasing in now a days and it
is creating some communications and collaboration problems. These problems are affecting
overall productivity and performance of hotels. It is affecting customers’ satisfaction or
experience. Moreover, in this context, it can be said that hotels need to make use of effective
ways by which they can manage communication and collaboration with remote workers. In this
context, they stated that the best strategy that has been used by Four season hotel and resorts is:
conversion of in person meeting to video meeting. In this context, they also said that when
employees work remotely then it makes them feel alone physically and mentally that may affect
their job performance. Hence, by involving remote workers in video team meeting, employers
can provide all updated information regarding their job role and customers. There are 2
advantages of doing this as it makes remote workers feel valued and engaged and it solves
miscommunication problems that can improve their performance. Moreover, it is one of the best
way of communicating and collaborating with remote workers.
Powers, (2018) argued and said that hotel has focused on traditional way of collaboration
and communication with remote workers such as: internal messaging tool. There are number of
information that needs to be provided to all employees including remote working and it is not
possible to conduct video calling all the time. Hence, for shirt messages and conversation, hotels
have made use of E-mail for updating remote workers about strategies that they need to use. It
can help remote workers in knowing everything that hotel is going to change and things that they
are expected by employers. It helps them out in performing functions and also make them feel
valued when they are being treated in a same manner as like other employees. In addition, they
also said that for providing important details or information, employers can call directly to team
members of remote workers. It is the responsibility of team members to inform their mentee
about everything that can easier their work and helping them out in improving their performance.
But along with this, hotel can trust on team members and rather calling them all the time, they
should give responsibility to team members. It can make them responsible and they can perform
their functions without getting frustrated. Therefore, rather bombard team leaders with calls and
e-mails, employers should make team members feel trusted and valued.
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Ewing, Men and O’Neil, (2019) supported above view and stated that Four season hotel
and resorts has used other ways by which they can improve collaboration and communication
with remote workers. In addition, they also said that remote workers feel alone when they work
from remote areas so, along with providing information related to hotel, it is important for
employers to make them feel valued and engaged. For this purpose, hotel engage remote workers
in virtual team building activities. According to this, employers build social and personal bonds
by engaging them in fun activities. It is believed that when employees feel valued and engaged
then they are more likely to stay with companies and it can increase staff retention rate. By
increasing retention rate of remote workers, employers can improve image in the market. Hotel
make use of activities in which they provide some information related to job roles in a funnier
way. Hence, this way helps them out in motivating employees and managing communication. It
improves their relation with employers that is vital for improved productivity.
Overall, it can be said that….is using some effective ways of managing communication
and collaboration with remote workers and improving their performance. It just needs to identify
some other digital ways by which it can solve problems that remote workers face regarding
communication.
Strategies can be used by Four season hotel and resorts for improving communication with
remote workers
On the basis of above discussion, it can be said that Four season hotel and resorts make use
of some effective strategies for improving communication and collaboration with their remote
workers. But along such strategies, this hotel should make use of other ways by which it can
solve all problems that remote workers face due to poor communication. In the regard of
effective strategies Dawson, Einion-Waller and Jones, (2020) stated that Four season hotel and
resorts should use for improving communication with remote workers is: asynchronous
communication. It is the type of communication in which employers or colleagues send
messages to remote workers without expecting an immediate response. It is considered backbone
of remote teams, especially for ones that have team members spread across different time zones.
The main aim of making use of this type of communication is to inform remote workers for
upcoming projects and just inform them about those activities that are not urgent. Employers just
need to leave message to team leaders of remote workers as well as individual remote workers
and workers can respond when their schedule allows them to do. Overall, it can be said that it
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can be used when employers need to provide information about topics that are not time-sensitive
or urgent.
Charalampous and et.al., (2019) contradicted and said that it is good only when there is no
urgency of information, but there are number of changes happen in hospitality industry. Remote
workers need to know about all changes that happen in hospitality industry and strategies that
will be developed by their hotel. By knowing about changing factors information, remote
workers can protect themselves against errors and mistakes. It can improve their performance
and productivity as well. so, for this reason, it is important for hotels to make an effective remote
working plan by including communicational odes that remote workers can use as per the current
situations. By making an effective remote working plan, employers can help out remote workers
in improving communication as they have all information as which communication mode they
need to use as per the situation and to whom they need to contact as per the situation. Along with
this, employers also need to educate employees regarding remote work policies, attendance and
digital team meeting. For making it successful, employers will require to develop a unified
platform that can handle all communication as well as collaboration needs. This unified digital
platform can be an effective way to implement communication plan for remote workers because
it contains analytical tools and features that are essential for improving collaboration.
Khan, (2020) argued this view and said that according to them allowing employees to give
feedback and making effective slack channel: updates for everyone as like Google doc,
employers can solve communication related problems that remote workers face. Google doc is
one of the effective tool that is accessible to all and changes made in this sheet is visible to all.
So, on the basis of this, employers can ask remote workers to update about what they are
working and changes that they have found while working. The main reason of this channel or
google doc is to increase competition among employees and updating remote workers about
important details. It can help employers in keeping their workers aligned. By allowing them to
give feedbacks on the basis of projects, employers can make immediate changes that can
improve productivity and performance as well. Along with this, hotel can make use of Miro that
is a super powered online whiteboard. As like google docs, it has some features as it allows
remote workers in creating content, uploading content and building templates for workflows.
Miro’s built in templates, embed links, chat live, vote and export materials can help out remote
workers in making decision and performing functions with effectiveness.
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Overall, on the basis of suggested strategies for managing communication with remote
workers, it can be said that it can make this hotel competition. If it follows all these strategies
then, it can increase staff retention rate along with improved communication.
Benefits of effective communication and collaboration techniques with remote workers within
the hotel leisure industry
On the basis of above discussion, it can be said that there are number of ways or strategies by
which hotel can improve communication as well as collaboration with remote workers. But along
with these strategies, it is important to identify benefits that hotel can take by making use of
these strategies and managing collaboration with remote workers. In this context Waizenegger
and et.al., (2020) stated that one of the main benefit of managing communication with remote
worker by involving them in video meeting is: to reduce errors. When employees are being
involved in video meetings for discussion on important topics then they learn some effective
ways of performing functions. On the basis of detailed information, given in video team meeting,
remote workers can decrease errors while performing functions. By decreasing errors, they can
satisfy customers to the great extent. When employees do not commit mistake then it leads
qualitative work and by getting qualitative products as well as services, customers are more
likely to retain with business. So, on the basis of this, it can be said that by managing
communication and collaboration with remote workers, employers can increase customers’
retention rate and can improve quality of products and services.
Adisa, Ogbonnaya and Adekoya, (2021) argued and said that one of the main benefit of
managing collaboration with remote workers is to achieve targets. Hospitality is the industry
where changes may occur any time and employees have to strive hard for satisfying changing
needs of customers. Moreover, for this purpose, everyone has given some targets that they need
to achieve by the end of the month and for accomplishing targets, remote workers need accurate
and reliable information about customers and hotel’s strategies. When they get detailed
information by making use of E-mails and google docs, then they find easier in completing their
tasks. It improves their performance and they are more likely to achieve targets. When they
accomplish their goals and targets in a timely manner then it makes them feel motivated and
valued. They can open doors for promotional and other opportunities, given by their hotel.
Hence, on the basis of this, it can be said that improved communication with remote workers can
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be beneficial for both employees and employers. achievement of tasks in a timely manner can
make company able in taking competitive advantages and becoming the market leader.
Piumsomboon and et.al., (2017) supported this above view and stated that by creating an
effective remote working plan or creating digital platform for remote workers, employers can
increase sales and customers’ satisfaction. When remote workers know what are they expected to
do and to whom they need to report as per the situation then it saves their time. They do not need
to spend time over long calls as by contacting directly with responsible person, they can solve
their queries and continue their work. It can help managers in improving better decision on the
basis of employees’ performance. it solves situations of conflicts that may arise due to
miscommunication. By solving these problems and decreasing situations of conflicts, employers
can make its workplace productive. in addition, it is also stated that when remote workers are
encouraged to participate in virtual fun team working activities then it improves their relations
with other colleagues. This improved relation motivates them towards improving performance
and retaining with business for the long run. It raises their morale, self-esteem. It improves their
mood and with refreshed mood, they find easier in maintaining a balance between personal as
well as professional life.
On the basis of above discussion, it can be said that management of communication and
collaboration with remote working plan, video meeting, implementation of Miro as well as
Google Doc, hotels can take number of advantages. They can take advantages of competition and
can attract customers to the great extent. Improved communication and collaboration can
eliminate rumors and can make employees able to focus on their tasks only.
CHAPTER 3: RESEARCH METHOOLOGY
Research method: For completing research in an effective manner, researcher requires
collecting data and for that, they need to select the form of data collection. As per the data
collection form, research method is being divided into 2 types such as: qualitative and
quantitative. Qualitative deals with textual form of data in which researcher focuses on collecting
data that has no link with numbers. Those data that can be expressed in word or feelings form,
can be known as qualitative. For number of studies, researchers conduct qualitative research
because this type of research helps them out in understanding the main concept and thoughts. It
also makes researchers enable in gathering in depth insight about topic and making decisions
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accordingly. Some common methods that can be used for conducting this research method
include: literature review and critical analysis of articles.
Whereas, quantitative deals with numbers and data are being expressed in graphs and
numbers form. By conducting this research, scholars can test theories or assumptions. For this
research study, researcher has conducted quantitative research. The main aim of conducting this
research is to establish generalised facts about topic (Bird, 2017). It is believed that when
researcher knows facts about topic then they are more likely to accomplish goals and make
appropriate decisions. Some common ways by which quantitative research can be conducted in
an effective manner include: survey, observation, experiments and close ended questions. By
gathering data in number forms or knowing hotels in numbers that have made use of effective
communicational strategies, researcher can know importance and ways of managing
communication as well as collaboration with remote workers.
Research approach: After selecting the form, it is important for scholars to develop a
plan by which they will collect as well as analyse data. It can be done by selecting an appropriate
research approach because research approach is a plan of research. It consists of steps from broad
assumptions to detailed method by which scholars can collect and analyse data in an effective
manner. Inductive research approach makes researcher able in generating a brand new theory and
it starts with observation and on the basis of observation, researcher generates an effective brand
new theory for accomplishing goals or making decisions. It is believed that when researchers
generate a brand new theory as per his own then he is more likely to increase his knowledge
regarding research topic and it makes him able in accomplishing goals as well as becoming
successful in the future.
Whereas, deductive is all about development of an existing theory as this type believes
that people typically associate with scientific investigation. Researcher focuses on studying what
others have done rather focusing on his own research. By reading existing theories, scholars
make some appropriate changes and make them according to their research topic (Grinchenko
and Shchapova, 2020). For this research study, researcher has selected deductive research
approach for 2 main reason. One of the main common reason is: effectiveness and its suitability
with selected qualitative research type, Other main reason is time. Comparatively, conducting
deductive research approach is easier and time effective than inductive because in this approach,
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researcher does not require developing a brand new theory as they just need to observe previous
study and on this basis, they make decisions.
Research philosophy: Philosophy is all about belief and in context of research, it refers a
belief about strategies in that researchers have been asked to select ways of collecting as well as
analysing data. Interpretivism and positivism are 2 research philosophies. Interpretivism
philosophy believes that individuals in society play a vital role as they can influence decision
making process and they shape behaviour of society members. Whereas, positivism believes that
society plays a vital role and it has power to shape behaviours of people or society members.
Selection of research philosophy relies on the type of research strategy and the type of research
approach. All these elements of research methodology are interrelated with each other. For this
research study, researcher has selected positivism philosophy because it has suitability with
qualitative research and inductive research approach. By observing societies or population as per
the research topic, researcher can know as what people think and why they think like this. It can
help them out in accomplishing research aim.
Research strategy: After selecting the type of data, it is important to select one of the
best mode or source via which data can be collected. Selection of data collection mode also
depend on availability of finance, human and other resources. As in this study, researcher has
focused on collecting primary data, Therefore, for that survey questionnaire has been conducted.
questionnaire survey is one of the best technique by which researchers gather statistical
information about attitudes as well as actions of population by structured set of questionnaire.
The reason of conducting questionnaire survey is to obtain large amount of information from
large sample of people. As for this study, 30 employees of four seasons hotels and resorts have
been selected in order to know their views about ways of communicating effectively with remote
workers.
Data collection: It is stated that collection of data is important for research study as it
enables researchers in accomplishing the main research aim as well as making an effective
decision. After selecting the form of data collection, it becomes important for researchers to
select the type of data. Data collection is also being divided into 2 types such as: primary and
secondary. These both terms define themselves as with their name. In context of primary data, it
can be said that it refers data that researcher collects for the first time. When researchers collect
new data as per his own knowledge and developing questions then it is known as primary. The
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reason of collecting such type of data is to maintain privacy, confidentiality (Ryan, 2018). There
are less chances of breach or copying of data when this data is being collected. Some common
examples or ways of this data collection include: survey, interview, questionnaire and others. For
this research study, researcher has collected primary data by conducting survey with the main
aim of knowing facts of research topic.
Whereas, secondary type of data is the one that has been collected for the second or more
than one time. IT refers data that has been published on appropriate sites. When researchers have
lack of time then this type of data collection is being selected. There is easier access but there are
chances of copying or breach of data. Some common ways or examples by which researchers can
collect secondary data include: books and journals, library, articles review and others. It has
collected secondary data as well by analysing books and journals. In the form of literature,
secondary data has been shown as it can also help out in knowing about research topic.
Sampling: After selecting the form as well as the type of data collection, researcher
requires targeting people or selecting sample. This step is being followed only when researcher
collects primary data. For primary data collection, researcher requires sample or target people in
order to collect primary data. For conducting survey and questionnaire, researcher needs to have
someone who can answer them of their questions regarding research topic. The reason of
targeting people is to collect primary data that has not being collected before. A process by
which researcher target people is known as sampling. There are 2 types of sampling method such
as probability and non-probability. In probability type of sampling, people are being given equal
and fair opportunities to get selected. It makes researcher able to create a sample that is
representative in an accurate manner. For this research study, researcher has selected this
probability sampling in order to promote diversity and making people feel valued. Simple
random and survey are some examples. For this study, 30 employees of four season resorts and
hotels have been selected in order to know some effective ways by which their hotel can
communicate and collaborate with remote workers.
In non-probability, it is now known as what people will be selected by researcher select
people on subjective judgement rather than selecting them on random basis. In this type,
researcher set specific selection criteria and on this basis, they are being selected. This sampling
method can de-motivate people who are not being selected only because of not fulfilling
selection criteria. So, for this purpose, in this study, researcher has selected probability sampling
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method. It is believed that when people are being given equal opportunities then it makes them
feel valued. They are more likely to support researchers in making research study successful by
providing accurate and viable data. Some common methods of non-probability sampling include:
voluntary response sampling, convenience and purposive sampling.
Data analysis: After selecting the form of data, the type of data and selecting sampling
method, researchers are required to analyse data in an effective manner by which they can
accomplish research aim. In regard to data analysis, it can be said that it refers a way or process
by which collected data are being transformed in an accurate and effective manner. The reason of
performing this step is to improve decision making process and making research study
successful. there are 2 types of data analysis such as: qualitative and quantitative. Qualitative
data analysis tool is being selected when researcher has conducted qualitative study or gathered
data in textual or feelings form. Whereas, quantitative data analysis tools are being selected when
there is quantitative research study or data are being collected in the form of numbers. As this
study is quantitative Moreover, researcher has made use of quantitative tools (Dreyer, Macedo
and Velentgas, 2019). Quantitative data may be ordinal, numerical and nominal. There are
number of quantitative tools that are being used by researchers. Some common tools include:
SPSS, SAS, JMP, Excel, showing data in graphs or charts and others. Collected data will be
shown in graph and chart that will help out in knowing about some better strategies of
communication and collaboration with remote workers.
Ethical considerations: Ethics play a vital role in making decision as this moral principle
enable researchers in deciding between wrong and right conduct. When researchers can identify
what is wrong and what is right then they are more likely to improve their performance. One of
the main reasons of considering ethics while conducting research is: to protect researchers
against failure and errors. By knowing right conducts, researcher eliminates ways that can lead
error and it can make him successful (Sheard, 2018). There are number of ways by which
researchers can make research study in an effective and ethical manner such as:
 To protect personal as well as professional data.
 To maintain confidentiality by not sharing data of organization and sample with other
researchers and organization.
 To select books and journals that is no older than 5 years.
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 To select books and journals or articles that have copyright and can protect against
security problems.
 To provide equal and fair opportunities to selected sample in order to promote diversity
and making them feel valued.
 To not hurt anyone in any manner and providing accurate information only for improving
image and making research study successful.
On the basis of above discussed ethics, it can clearly be said that by following all of these,
researcher of this study can accomplish the main aim of knowing better ways of managing
collaboration with remote workers.
CHAPTER 4: RESULTS
Theme 1: According to you what is the main problem that international hotels face with remote
working?
Participants Respondents Mean
Lack of communication 10 7.5
Isolation 7
Decreased work life balance 5
Increased distraction 8
Total 30 30/4
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Interpretation: 30 employees of four seasons hotel and resorts were asked about problems,
associated with remote working. Orange highlighted part denotes mean of this numerical
value. In this context, majority of employees or 10 employees said that lack of communication or
communicating with them is one of the main problem. 7 employees stated that isolation feeling
among remote workers is one of the main problem that lead number of other problems and 5
employees said that as per them decreasing work life balance of remote workers is the main
problem that they face. In addition, they also said that when employees find difficulties in
managing their personal and professional life then it makes them frustrated that affect
productivity of hotel. 8 employees said that distraction is the main problem that remote workers
face.
Theme 2: How can lack of communication or collaboration with remote workers affect
organisational performance?
Participants Respondents Mean
It decreases sales 10 10
Decreases customers’ retention 8
Staff turnover 12
Total 30 30/3
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Interpretation: After knowing problems, they were asked negative impacts of poor
communication with remote workers. In this context, 12 or majority of employees interpreted
that staff turnover is the main problem. When employees do not get proper information then it
increases errors in their tasks that affect their performance. Poor performance lowers their
confidence and they are less likely to stay with business. 10 employees said that
communicational problems with remote workers affect sales of hotel because of lower
performance of employees and as per the 8 employees, this problem decreases customers’
retention. When customers get low quality of products then shift brand and are less likely to visit
same hotel that affects image of hotel as well.
Theme 3: Importance of improving collaboration with remote workers?
Participants Respondents Mean
Increasing employees’ productivity 8 6
Increasing customers’ experience 7
Improve brand image 6
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Motivating employees 4
Decreasing errors 5
Total 30 30/3
Interpretation: After knowing communicational problems and their impact on organisational
performance, samples were asked about benefits that their hotel can take by improving
collaboration with remote workers. In this context, 8 employees stated that improved
communication can increase productivity of employees and 7 employees said that it can increase
customers’ experience. In addition, 6 employees said that by improving communication, their
hotel can improve brand image in the market because improved collaboration make remote
workers feel engaged and then they are more likely to satisfy customers. 4 employees said that
improved communication as well as collaboration can motivate employees and 5 interpreted that
it can decrease errors in production process and tasks, allotted to remote workers and it can
increase productivity of hotel.
Theme 4: What is current strategy of your hotel for improving communication with remote
workers?
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Participants Respondents Mean
15 minutes of video calling everyday 13 10
E-mail messaging for short messages 7
Contacting to team leader of remote
workers
10
Total 30 30/3
Interpretation: As the main aim of conducting this study and questionnaire survey is to help
hotels in improving communication with remote workers. As some questions have asked
regarding communicational problems and its impacts. So, it was important to ask about current
strategy that their hotel follows for better communication with remote workers. In this regard, 13
employees interpreted that their hotel provides important information to remote workers by video
calling of 15-20 minutes daily. It increases employees’ engagement and make them feel valued.
whereas, 7 employees stated that their hotel provide short information via E-mail as it is one of
the most common and official way of informing employees. They also said that remote workers
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have asked to revert back of e-mail so, it makes them ensure that workers have read E-mail. 10
employees said that employers have allotted team leaders for remote workers in order to guide
them and improving their performance. So, majorly information is being provided to team leader
and this strategy also help them out in improving communication.
Theme 5: Do you think that managing work life balance is difficult for remote workers?
Participants Respondents Mean
Yes 23 15
No 7
Total 30 30/3
Interpretation: It can be interpreted that 23 employees believe that remote workers find
difficulties in managing work life balance. In remote areas, they do not have their friends or
family members and also they have to work for longer hours. It increases frustration. In addition,
they also said that this leads isolation feelings and it is the reason as remote workers are less
likely to stay with business for the long run. In addition, 7 employees said that they do not
21

believe that working in remote areas can affect work life balance of remote workers as they are
free from coming office daily as like others. So, it increases flexibility and they can
communicate with their family members any time.
Theme 6: According to you what will be the best motivation for remote workers for improving
their performance and communication?
Participants Respondents Mean
Financial motivation 17 15
Non-financial 13
Total 30 30/2
Interpretation: It can be said in regard to the best ways of motivation, it can be said that there
are number of ways by which employees can be motivated. Majority or 17 employees believe
that by providing financial motivation in the form of rewards, incentives and bonus, their hotel
can motivate remote workers for accomplishing goals and collaboration. In addition, they also
22

said that financial motivation plays a vital role as it engages employees with business. Whereas,
13 employees said that as per them, remote workers should be provided non-financial rewards as
their employers should give job promotional opportunities and other advantages such as: health
insurance and others. By doing so, this hotel can accomplish its goals and can encourage remote
workers for collaboration and improved communication.
Theme 7: Do you believe that company should give free travelling and housing to remote
workers and their family?
Participants Respondents Mean
Yes 12 15
No 18
Total 30 30/2
Interpretation: Average or mean value of people in this data context is: 15. On the basis of
above graph, it can be said that majority of people or 18 employees believe that remote workers
should not be given free travelling and housing facilities for them and their family. In addition,
they also said that by doing so, they will discriminate their employees and it may de-motivate
other employees that may create some problems. 12 employees said yes as employers should
23

give both of these facilities to remote workers because remote workers feel isolated when they
live away from their family. It increases their cost of living so, for motivating and increasing
retention of remote workers, housing and free travelling facilities should be given. It can
motivate employees and they can retain with business for the long run. They will abide all rules
and policies of improved communication if they are motivated and engaged with business.
Theme 8: According to you which leadership style will be suitable for virtual team for
improving communication and performance?
Participants Respondents Mean
Transformational 17 10
Transactional 5
Participative 8
Total 30 30/2
Interpretation: In regard to leadership, it can be said that management and leaders are known as
2 main pillars of organisational success. Companies can become successful if they implement or
make use of an effective leadership style. In this regard, employees of four seasons hotel and
resorts were asked as according to them which style of leadership will be suitable for virtual
24

team. In this context, 17 employees said that transformational would be the best as it has been
proven from secondary research. In this style, leaders encourage employees for working in an
effective manner. 8 employees said that participative would be better as in this style, employees
are being given an opportunity to take participation in decision making process. 5 employees
said that transactional can also help leaders in motivating remote workers.
Theme 9: Suggest some effective strategies by that your hotel can improve
communication and collaboration with remote workers?
Interpretation: Along with close ended, some open ended questions were also asked from
sample. The main reason of asking such questions was to provide them an opportunity to share
their views openly and suggestion some better ways by that their hotel can solve
communicational problems that they face with remote workers. In this context, some employees
said that employers should embrace morning meeting in order to make them feel valued and
informing them about tasks that they need to do. It is true that structure of typical day in the
office cannot translate perfectly to the virtual office setting. Daily morning meetings is one of the
best ways of engaging remote workers. Other employees suggested that their hotel should make
use of Google doc and same features of application by that they can give updated information to
remote workers. Google doc is one of the software that gives all changed information, made in
this to everyone who has access to this. Remote workers should be given access to this by that
they can make themselves updated. It can save their time as by doing so, they will not require
calling to their employers again and again and it can solve distraction problems as well.
DISCUSSION
On the basis of above results and interpretation, it can clearly be said that poor
communication and collaboration with remote workers can create number of problems. Poor
communication increases errors in production process that affects quality of products and
services of hotel. Poor communication affects overall performance of employees and hotel that
affect image of hotel in the market. Overall, it can be said that communicational problems affect
productivity, image and customers’ experience so, four seasons hotels and resorts is striving hard
for improving communication with remote workers (Tuzovic and Kabadayi, 2018). On the basis
of above results, it can be said that this hotel makes use of some effective strategies for better
25

communication such as: it provides important information to them via video calling of 15
minutes every day, E-mails to remote workers about less important and short information and
others. All these strategies help this hotel out in engaging its remote workers and making them
feel valued. On the basis of results, it can also be said that motivation to employees is important
because remote workers are more likely to feel alone or isolated. So, for solving this problem and
making them feel engaged, hotel should engage them in fun activities and need to give free
travelling tickets to their family members at least once in a six months. When employees are
being motivated with both financial and non-financial rewards then they are more likely to
improve their performance and try to work in adverse situation. Motivation makes remote
workers able in improving performance and retain with business for the long run (Bogers, Foss
and Lyngsie, 2018).
It can also be said that, leadership styles also play a vital role in improving communication
with remote workers as leaders encourage them towards improving their performance. When
employees get proper guidance and encouragement then they find easier in performing their
functions. A successful and transformational leader appreciate employees on the basis of their
performance and try to motivate them with needs that remote workers has. It boosts confidence
of remote workers and it increases loyalty towards their organization. They ask for feedbacks
from their employees and also try to be available most of the time. This behaviour of employees
towards their hotel makes them able in improving collaboration and communication (Yu and
et.al., 2021). On the basis of results, it can be said that improved communication and
collaboration with remote worker has number of advantages such as: It can increase overall
performance of organisation, decrease feeling of isolation among remote workers, increase sales,
customers’ retention rate and improve image of organisation in the market.
CHAPTER 5: CONCLUSION
It has been summarised from the above study that communication and collaboration with
remote workers is vital for organisational success. Hospitality is the industry that got affected the
most after Covid-19 crisis and it has changes the way of performing functions. Most of the
companies has changed their ways of working as it has shifted from tradition to digital.
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Employees are working from home and remote areas in order to provide effective services to
customers. it has shown that working from remote areas is difficult task as employees face
number of problems such as: feeling of isolation, problems in maintaining work-life balance and
others. This study has further discussed consequences or negative impacts of poor
communication and collaboration with remote workers and ways in which it affects performance
of hotel and employees as well. Along with this, this study has shown some strategies and better
modes by which hotels can communicate and improve collaboration with their remote workers
and can make them able for improving their performance. Some effective ways of improving
communication that this study has discussed include: video calling with remote workers,
engaging employees in fun activities and communicating with team leaders of remote workers.
This study has also shown importance of research methodology and effectiveness of its all
elements. It has shown some ways in which selection of suitable data collection make
researchers able in collecting accurate data and on this basis, they make decision. Data analysis
also plays a vital role as it converts all collected data in more reliable and accurate form and
accuracy of data is considered the main key of successful research study. Conducting primary
research by conducting survey questionnaire is also one of the best ways of collecting data. It
also helps researchers in knowing facts and detailed information of research topic. Results and
findings are known as the element that helps researcher in making final decision. This study has
discussed some other ways by which remote workers can be encouraged towards accomplishing
their goals and providing qualitative services to customers. Some additional strategies and
services that this study has shown for better communication and improved performance of
remote workers include: implementation of transformational leadership style, financial and non-
financial rewards, flexibility in working hours, promotional and other opportunities. It has lastly
shown ways in which research study can be developed successfully.
It can also be said that clearly that Four season hotels and resorts can become the market
leader if it follows all these suggested strategies for improving communication with remote
workers.
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REFLECTION
On the basis of above discussion, I can say that this research study increased my knowledge
to the great extent as it increased my knowledge regarding communication and collaboration. I
learned number of strategies or ways by which companies can communicate with their
employees and remote workers.
Description I just want to share my experience of conducting research study and in this
regard, I can say that this study made me able in knowing that working from remote areas is not
an easy task as employees face number of problems such as: feeling of isolation, poor
collaboration and others. Some communicational strategies that can help companies in solving
all these problems and for which I researched include: video calling to employees, E-mail
messaging to them for informing about short messages, hiring team leaders who can inform and
lead remote workers (Chang, 2019). I also came to know that without technology, it is not
possible for hotels to improve collaboration and communication. This study has increased my
knowledge and effectiveness of motivation to employees as how financial and non-financial
rewards help employers in engaging remote workers and how it can motivate remote workers
towards accomplishing goals.
Feelings: On the basis of experience, I can share my feelings regarding this research study
and I feel that conducting of this research study was great opportunity. It increased my
knowledge to the great extent as I found that for accomplishing any type of goal, employees
require motivation and it should be related with their needs. Employees have different needs as
some wants to be promoted, some wants performance appraisal and others and this study has
discussed all ways by which all these needs of employees can be satisfied. So, in this regard, I
can say that I came to know importance of motivation in both personal and professional lives.
Evaluation: I can say that initially, I was not able to conduct questionnaire survey but my
ability to work in adverse situations and communication skill encouraged me towards conducting
this study in a successful manner. This study has addressed number of factors that may help hotel
in managing communication and collaboration with remote workers. One of the main elements
was leadership style. This research study helped me out in understanding roles of leadership style
and ways of selecting appropriate style as per the current situation. One of the best leadership
style that is suitable in most of the situations and managing remote workers is transformational. I
found that in thus style, leaders guide their employees and help them out in accomplishing goals.
28

This leadership style encouraged me for increasing skills and knowledge that are required for
becoming an effective leader. Overall, I can say that this study helped me out to the great extent
and increased my knowledge regarding communication and collaboration (Matheus, C.C. and
Gaugler, K.M., 2020).
Analysis: Apart from this, I can say that this study made me able in knowing an effective
way of conducting research. As the topic of this study has wide scope and by conducting this
study, I came to know different ways of collecting data. I found importance of data collection
and analysis as well. With data analysis, as a researcher we find easier in accomplishing goals
and making decisions on the basis of accurate and reliable data. This study increased my
communication skill as I conducted survey questionnaire in which I gathered data regarding
research topic and by engaging in this activity, I grabbed opportunity of interacting with different
behaviour of people (Ansdell, 2017). Results and findings part of research study play a vital role
as it makes us able in knowing all about of research topic according to which, we find easier in
accomplishing goal and improving image.
Conclusion: Overall, I can say that it was a great opportunity for me and I believe that I can
conduct such types of research studies in the future with effectiveness.
29

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