BX2195: Shangri-La Hotel Conflict Management Analysis Report

This report, prepared for the BX2195 course, delves into the complexities of organizational conflict within the hospitality industry, using the Shangri-La Hotel in Hong Kong as a focal point. It begins with an executive summary outlining the research's purpose, methodology, and key findings. The introduction sets the stage by highlighting the significance of the hospitality sector and the challenges posed by internal conflicts. The report then provides background information on the Shangri-La Hotel, followed by a literature review that explores the selected topic of conflict management. The core of the report involves a discussion and analysis of conflict situations within the Shangri-La Hotel, applying the literature review to the company. It examines the organizational structure, design, and conflict management strategies. Finally, the report provides recommendations for improvement, references, and appendices, offering a comprehensive analysis of conflict resolution in a hospitality setting. The study emphasizes the importance of effective conflict management for operational efficiency and productivity within the hotel industry.

Running Head: HOSPITALITY CULTURES AND PEOPLE
Hospitality Cultures and People
Name of Student
Name of University
Author’s Note:

HOSPITALITY CULTURES AND PEOPLE
Executive Summary:
Conflicts are natural and inevitable in any form of human interaction system.
Organisational conflicts are common in all sectors and the hospitality sector is no exception in
this regard. Proper and efficient management of operational conflicts in the hotel industry is
extremely important for its smooth running and efficiency (Yirik, Yildirim & Çetinkaya). The
following research looks into the scenario of organisational conflict in Hong Kong’s Shangri-La
hotel to determine the key factors and causes of conflict. Discussion of organization structure
and conflict is followed by a study of secondary research through academic literature. The results
show that effective management of the inter-organisational conflict plays a significant role in the
productivity of operations.
Introduction:
According to Afful-Broni & Tah (2015) the hospitality industry plays a significant role in
the development of tourism, experience of traveler’s and visitor’s, along with providing several
societal benefits such as improvement of the standard of living of its employees. However, there
are a number of issues that can challenge the operational efficiency of organisations in this
industry: Internal conflict is one such challenge (Pelit, Öztürk & Arslantürk 2011). The aim of
this study is to examine the reasons of conflicts and accordingly figure out effective conflict
resolution strategies in hotel management. The research primarily revolves around the Shangri-
La Hotel as the different conflict situations within the hotel’s internal management and force are
analysed to determine the reasons and outcomes.

HOSPITALITY CULTURES AND PEOPLE
Background:
Luxury hotels and resorts provide the most premium executive services in the hotel
industry around the world. They generally tend to the tourism and lodging experience of the
wealthiest section of society. The Shangri-La Hotel is a part of the Shangri-La International
Hotel Management Limited, a multi-national hospitality company based in Hong Kong. Founded
in 1971 by a Malaysian businessman Robert Kuok, the company presently has over 100 luxury
hotels and resorts around the world (Shangri-La, 2019). This report will attempt to examine the
organisational structure and design of Hong Kong’s Shangri-La hotel, and pay close attention the
issues of conflict, conflict management and resolution strategies.

HOSPITALITY CULTURES AND PEOPLE
References:
Afful-Broni, A., & Tah, I. S. (2015). Employee Conflict and its Management in the Hotel
Industry in Ghana: A Case Study at La Palm Royal Beach Hotel. JOURNAL OF
EDUCATIONAL POLICY AND ENTREPRENEURIAL RESEARCH, 2(5), 38-48. (Afful-
Broni & Tah, 2015)
Pelit, E., Öztürk, Y., & Arslantürk, Y. (2011). The effects of employee empowerment on
employee job satisfaction: A study on hotels in Turkey. International Journal of
Contemporary Hospitality Management, 23(6), 784-802. (Pelit, Öztürk & Arslantürk
2011)
Shangri-La. (2019). Shangri-La Hotels and Resorts. Retrieved 16 September 2019, from
https://www.shangri-la.com/en/hongkong/islandshangrila/ (Shangri-La, 2019)
Yirik, S., Yildirim, B. I., & Çetinkaya, N. (2015). A study on conflict management and conflict
resolution in hospitality organizations. International Journal of Arts & Sciences, 8(8), 77.
(Yirik, Yildirim & Çetinkaya)