St. Pancras Renaissance Hotel Conflict Management Research Report

This research report investigates the significance of conflict management in enhancing the working environment of the St. Pancras Renaissance Hotel in London. The report begins with an introduction, outlining the research's background, aims, objectives, and research questions. It then explores the rationale behind the research topic and includes a Gantt chart and work breakdown structure for project management. The literature review covers the requirements of conflict management in an organization, the relationship between conflict management and the workplace environment, and the importance of a positive work environment in the hotel. The methodology section details the research design, approach, data collection methods, and analysis techniques. The report presents data findings, analysis, and a discussion of the results, followed by conclusions, recommendations, and anticipated limitations. The research aims to identify the importance of conflict management in the hospitality sector, specifically within the St. Pancras Renaissance Hotel, London, and offers insights into improving employee relations and workplace dynamics.

Research Report

Table of Contents
Title of research: .............................................................................................................................4
Introduction of the research: ...........................................................................................................4
Background of the research:............................................................................................................4
Statement of the research:................................................................................................................4
Aim of the research: ........................................................................................................................5
Objectives of the research...........................................................................................................5
Questions of research .................................................................................................................5
Purpose and scope of the research..............................................................................................5
Rationale for the research topic...................................................................................................5
Gantt chart and work breakdown structure......................................................................................6
Literature Review.............................................................................................................................8
The requirement of conflict management in an organization.....................................................8
Relationship between conflict management and enhancement of workplace environment .......8
Importance of positive work environment in St. Pancras Renaissance Hotel, London..............9
Research Methodology ...................................................................................................................9
Research Design .........................................................................................................................9
Research Approach....................................................................................................................10
Data collection .........................................................................................................................10
Questionnaire ......................................................................................................................10
Sample size ...............................................................................................................................10
Data Analysis.............................................................................................................................11
DATA ANALYSIS ........................................................................................................................11
Chapter 4: Data Findings, Analysis and Discussion......................................................................14
Chapter 5: Conclusion, Recommendations and anticipated Limitations.......................................20
Reflection..................................................................................................................................20
Conclusion.................................................................................................................................20
Recommendation ......................................................................................................................20

Title of research:
“To identify the importance of conflict management in order to enhance the working
environment of St. Pancras Renaissance hotel, London”. A case study of St. Pancras Renaissance
hotel, London
Introduction of the research:
Conflict management refers to a method used by large number of organizations in order to
reduce or manage the conflicts and disputes arise within the organization between employers and
employees. For every manager it is essential to have effective skills in order to reduce conflicts and
create healthy working environment (Al‐Hamdan, Nussera and Masa'deh, 2016). Conflicts affect
the performance of employees, therefore it is very essential to reduce such adverse situations. In
reference to St. Pancras Renaissance Hotel, it is very important for the management team of the
hotel to develop healthy working environment. With the aid of healthy and strong relationship
between employee and employers mangers can enhance the performance of overall organisation.
Background of the research:
Conflict management defines as a method adopted by organizations in order to identify and
reduce disputes arise within the organization effectively. In every business entity, conflict is one of
the common thing which affects the overall performance but cannot be avoided by anyone. In order
to reduce the negative impact, managers need to be highly skilled so that they can eliminate such
circumstances. Various methods can be adopted by the leaders in order to avoid conflicts which
includes collaborating, accommodating, compromising, avoiding and collaborating. Furthermore,
there is an accommodating manager in an organization who cooperates with there staff members in
an effective manner (Sharma and Dhar, 2016). It is one of the most significant approach where
expert handle the disputes and conflict. On the other hand, collaborating managers are the one who
avoid conflicts by becoming partners with other person. It is the approach used by management
team in order to eliminate difficult condition and find the best possible solutions. Similarly,
competing is a approach where employees attain their goals and objectives by win and lose
methods.
Statement of the research:
For sorting things in an effective manner, it is essential to have conflict management skills
within the organization. For this managers and leaders have effective skills and knowledge so that
they can resolve the issues arise in the company in effective manner. It is important for them to
know how to react in such situations. Therefore, it will aid in enhancing the efficiency of staff
members along with the performance of enterprises. In the present context of St. Pancras
Renaissance Hotel there are various problems associated with the sales of the hotel as well as

performance of it’s employees (Alsharo, Gregg and Ramirez, 2017). In the present report, chosen
topic for is for identify the needs of conflict management skills in the organization.
Aim of the research:
“To identify the importance of conflict management in order to enhance the working
environment of St. Pancras Renaissance hotel, London”. A case study of St. Pancras
Renaissance hotel, London.
Objectives of the research
 To analyse the requirements of conflict management within the St. Pancras Renaissance
hotel, London.
 To understand the relationship in between the conflict management and enhancement of
workplace environment.
 To examine the importance of positive working environment within the company.
Questions of research
 What is the requirements of conflict management?What do you understand by the
relationship between conflict management and enhancement of workplace environment?
 What is the importance of positive working environment within the company?
Purpose and scope of the research
One of the major aim of this research is to identify the importance of conflict management
within the organization in order to increase the working environment of hotel. Thus, it is very
essential for every organization to manage conflicts effectively as it will aid both employees and
employers in order to enhance the performance (Bligh, 2017). According to this, employee get
encouragement to perform their task appropriately and within specific period of time.
Rationale for the research topic
In context of St. Pancras Renaissance hotel, there are some adverse situations arise within
the organization which affects the performance of staff members. Therefore, it will reduces the
profitability along with performance of the hotel. With the help of this managers will be able to
reduce the conflict and disputes situation arise within the organization as well as enhance their
performance (Bharwani and Jauhari, 2017). Apart from this, by eliminating such adverse situation
managers develop positive working environment in order to beat competition and attain their goals
within specific time period.
Gantt chart and work breakdown structure
Gantt chart- It refers to a 2-D graphical representation with the help of which
organizations develop a schedule for performing their task according to it. Gantt chart is mostly

used by project managers when they start a project and when it ends. Project can be short term as
well as long term oriented. when a project start and what is its end date. So this is useful to showing
time duration of a particular project. Vertical axis shows the list of various functions and on the
other hand horizontal axis defines the estimated time period in which work should be completed. A
project manager use Gantt chart in order to analyze the position of task allotted by them which is
required to be completed by staff members within given period of time.

Work break down structure – WBS refers to a systematic hierarchical structure with the
help of which they divide project goals into small sub section. These goals are distributed on the
basis of requirements of work which need to be completed within specific period of time. Different
tasks are allotted by project supervisor as well as provide their guidance to the employees in order
to remove defects while performing activities (Dalton, 2017). Three levels are involved in the work
break down structure which is internal, core and external level of the project. Managers need to
focus on balancing labour, cost as well as time occurred in order to finish the task in an effective
manner.
Literature Review
The requirement of conflict management in an organization
As per the thoughts of Thompson, J.D., (2017) Conflict management refers to a process with
the help of which managers can provide healthy and positive working environment for their
employees. With the aid of effective conflict management, management team will be able to
minimize the negative outcomes as well as promote positive response within the objectives. Its
main aim is to develop and increase the learning and enhance the performance. It is very common to
have disputes and conflicts within the organisation as every person have their own perception
towards a common point. It can be between employee-employee, employer-employee, top
management authority- employee. There are various types of conflicts which includes intra-
personal, intergroup, intra-group, interpersonal. It is very essential to have conflict management

within the organisation, as there are ample number of benefits with the help of which company can
develop positive brand image at the competitive marketplace. With the help of effective conflict
management, leaders and managers of the organisation will be able to identify problems, develop
positive working environment, aid in creating effective solutions, enhance the morale of employees
as it leads to creates more profit as well as increase personal growth within the company. For
instance, in St. Pancras Renaissance hotel, managers have good conflict management within their
organisation. There are various conflict management strategies in order to manage and reduce the
stressful working environment. These strategies includes; accommodating, collaborating, avoiding,
compromising and competing. For every organisation, it is very essential to manage the situation of
conflicts and disputes so that they can provide positive working environment to their staff members.
Relationship between conflict management and enhancement of workplace environment
As per the thought of Guest, D.E., (2017) it has been said that there is direct proportionate
between conflict management and enhancement of workplace environment. If an organisation is
conflict free then the working environment encourage the employees. There is equal or direct
relationship between both of them. For instance, if the management team of an organisation,
manage conflicts in a positive manner, then it will leads to enhance the performance of both
individual as well as organisation. There should be positive working environment within the
company, so that they feel motivated, stress free as well as corporative to work properly within the
organisation. With the hep of this, employees can increase the performance of the organisation
which is necessary for the success and growth of organisation. In an organisation every employee
have their own perception towards a single point and this difference creates conflict which affect the
whole working environment in a negative manner. All these negatively affects the performance as
well as growth of the company. In order to provide positive working environment, it is very
essential for the managers to solve conflicts on time and in effective manner. Therefore, it will
enhance the performance as well as productivity of the organisation at the competitive marketplace.
Importance of positive work environment in St. Pancras Renaissance Hotel, London
According to the thoughts of Bratton (2017)In every organisation, working environment
plays very essential role as it directly affects the performance of employees working within the
company. Along with this, in order to retain their potential employees in the organisation, managers
need to provide positive and effective working environment. It has been analysed that with the help
of effective working environment, employees perform with high efficiency and morale and enhance
the performance as well as productivity. If the managers provide positive working environment,
employees feel motivated and committed towards their work. Along with this, they will develop

high quality products and services. With the aid of healthy working environment, employees feel
stress free and motivated in order to perform their assign task and duties effectively. It will also
enhance the satisfaction level among employees and develop positive changes in the organisation.
In case of St. Pancras Renaissance hotel, workplace is safe and healthy and provide equal
distribution of work, which creates effective participation among every employees. Therefore, it
creates positive, supportive as well as friendly environment so that it leads to the growth of overall
organisation and individual as well.
Research Methodology
Research Design
It is one of the important element in research methodology, a set of procedures are known as
research design. The method of collecting data with various tools and techniques and also is a
blueprint of the research. The design of the study helps the researcher to enhance knowledge and
resolves the problem.
Research Approach
Research approach is a process of collection, analysing and interpreting of data. There are two type
of approach inductive and deductive research approach.
 Inductive : This is a research which is based on the observation and theories. No hypothesis
are used in the inductive study. Important tool of conducting a research . This research is a
learning from experiences. The present researcher use this approach (Kianto, Vanhala and
Heilmann, 2016).
 Deductive : The approach is related to quantitative research . This study is based on
numerical and statistical data collection. This research is based on the tools and techniques
which are conducted by the researcher, it is a study on secondary data and information.
Data collection
Gathering information and collecting data is know as data collection. This is a basic important part
of research. The raw information is collected through different ways like questionnaire, interview,
group discussion, these are some of the examples of this method. There are two main data collection
primary and secondary.

Primary Data : This is a initial stage of collecting the data and information from the respondents.
The primary data collection are observation, survey and experimental. It is time consuming and
costly, is a fresh data which collected for first time (Yoon, Jang and Lee, 2016).
 Secondary Data : This research is done on the secondary data which is collected by the past
experience researcher. It is time consuming and less costly. The secondary data collections
are journals, books, internet and online newspapers etc.

Questionnaire
The set of questions based on the research topic is called questionnaire. This is process of collecting
the information from the respondents. Through questionnaire the researcher gets help to resolve the
problem. Questionnaire is prepared to identify the problem of the research. It can be in a physical
pages format and also can be online.
Sample size
Sample size is choosing the number of population according to statistically tools and techniques. It
is based on the observation study and it constraint the budget of the research. This is necessary for
the researcher to make the sample size in the research study (Jung and Yoon, 2016). In the present
report, sample size is 15 and the questionnaire filled by the staff members of St. Pancras
Renaissance hotel.
Data Analysis
Data analysis means converting the raw data into important information. It is a process of checking,
analyzing and using certain tools to make informative study. This is way to making solution to the
problem. There are major two tools of analysing the data which are as follow :-
 Qualitative Research The qualitative research is a study of observation and behaviour of
the respondent towards the research topic. The sources through which this research is
conducted that are interview, group discussion.

 Quantitative Research The quantitative research is based on secondary data. This research
is done in a statistically data. On the other hand the study is done on the biases of past
experiences of the researcher. It is based on the content, hypotheses, individuals or group
idea.

DATA ANALYSIS
Questionnaire

Q 1) Do you have the awareness about the concept of conflict management?
a) Yes
b) No
Q 2) According to your thought, do you think with the help of conflict management company
can retain their potential employees?
a) Agree
b) Disagree
Q 3) Is there any relation between performance of employees and conflict management of the
company?
a) Yes
b) No
Q 4) How conflict management helps in improving the performance of staff members?
a) By developing good employee relation
b) By building conflict management skills
c) All of the above
Q 5) Do you thinks there is a good conflict management within St. Pancras Renaissance Hotel,
London ?
a) Yes
b) No
Q6) What are different consequences of conflicts in the organisation?
a) Improvement in quality of decisions
b) Adoption of organisational change
c) Increased productivity and efficiency
Q 7) What are different reasons of conflict management in St. Pancras Renaissance Hotel,
London ?
a) Differences in perception of employees
b) Personal characteristics

c) Excessive competition
Q 8) Provide recommendation to St. Pancras Renaissance Hotel, London
Questionnaire
Q 1) Do you have the awareness about the concept of conflict management? Frequency
a) Yes 10
b) No 5
Q 2) According to your thought, do you think with the help of conflict
management company can retain their potential employees?
Frequency
a) Agree 9
b) Disagree 6
Q 3) Is there any relation between performance of employees and conflict
management of the company?
Frequency
a) Yes 11
b) No 4
Q 4) How conflict management helps in improving the performance of staff
members?
Frequency
a) By developing good employee relation 5
b) By building conflict management skills 4
c) All of the above 6
Q 5) Do you thinks there is a good conflict management within St. Pancras
Renaissance Hotel, London ?
Frequency

a) Yes 5
b) No 10
Q6) What are different consequences of conflicts in the organisation? Frequency
a) Improvement in quality of decisions 6
b) Adoption of organisational change 5
c) Increased productivity and efficiency 4
Q 7) What are different reasons of conflict management in St. Pancras
Renaissance Hotel, London ?
Frequency
a) Differences in perception of employees 5
b) Personal characteristics 5
c) Excessive competition 5

Chapter 4: Data Findings, Analysis and Discussion
Theme 1: Concept of Conflict Management
Q 1) Do you have the awareness about the concept of conflict management? Frequency
a) Yes 10
b) No 5
Interpretation: Conflict management involves effective communication and problem
solving abilities to attain the companies goals. As per above mentioned graph out of 15 respondents,
10 says that they are aware about conflict management, the reason behind is that in the company
human resource management are conducting the sessions in the company due to such practices and
even employees will be in discipline and 5 thinks that they are not aware about this because not
having the knowledge about this practices, the major issue of conflicts between employees is
competition mentality among each other it will not easy to apply management practices.
Theme 2: Retaining the potential employees with the help of conflict management
10
5
a) Yes
b) No

Q 2) According to your thought, do you think with the help of conflict
management company can retain their potential employees?
Frequency
a) Agree 9
b) Disagree 6
Interpretation : The benefits of conflict management is that it is easy to attain the better
result and knowledge development, group harmony. According to above mentioned graph it can be
stated that out of 15 respondents, 9 thinks that this practices will help the company to retain the
potential employees because by applying conflict management theory employees will work for
longer period of time and 6 says that through this practices employees can not be retained because
in the company some issues are unresolved and it creates more trouble more stress among the
employees and goals are not able to achieve and due to to high rate of employees more conflicts are
increased.
Theme 3: Relation between performance of employees and conflict management
9
6
a) Agree
b) Disagree

Q 3) Is there any relation between performance of employees and conflict
management of the company?
Frequency
a) Yes 11
b) No 4
Interpretation : Performance of the employees are the major part of the company
development so due to which conflicts management practices will get not achieve higher progress.
The above graph represents that out of 15 respondents, 11 believes that performance of the
employees will affect the companies growth because both are interlink between each other and 4
says that performance doesn't affect the performance of the employees and also thinks conflict
management and performance of employees are not having the relation between each other.
Theme 5: Improving the performance of the staff member by using conflict management
Q 4) How conflict management helps in improving the performance of staff
members?
Frequency
a) By developing good employee relation 5
b) By building conflict management skills 4
11
4
a) Yes
b) No

c) All of the above 6
Interpretation : Performance appraisal is important tool in the company but by applying
this conflict practices into the company the employees will be aware will resolve their problems
according to the skills and understanding. As per the above mention graph it can be stated that the
performance of the staff is measured according the work so the out of 15 respondents, 5 says that
performance of the employees can be improved by the conflict management practices by
developing good employee relation and 4 thinks that it can improved by building the conflict
management skills and 6 respondent point of view is that both the above mentioned skills can
improve the employees skills and talents. The working environment will affect the employees
performance and will affect the company performance.
Theme 6 : Different consequences of developing conflicts management approach
Q6) What are different consequences of developing conflicts management
approa6h in the organization?
Frequency
a) Improvement in quality of decisions 6
b) Adoption of organisational change 5
c) Increased productivity and efficiency 4
5
4
6
a) By developing good
employee relation
b) By building conflict
management skills
c) All of the above

Interpretation: According to above representative graph, it is analyses that total 15
respondent fill form of this. 6 out of 15 respondent says that improvement of the quality of the
decision is necessary. Some 5 out of 15 respondent says that it is necessary to adoption the
organizational change is necessary. Last 4 out of 15 respondent says that through this productivity
and efficiency is also increased. So it is the statement which found from our respondent. So the
ration of improvement in quality of decision is more than others. So it is different consequence of
developing conflicts management approach.
Theme 7 : Reasons of conflict management in St. Pancras Renaissance Hotel, London
Q 7) What are different reasons of conflict management in St. Pancras
Renaissance Hotel, London ?
Frequency
a) Differences in perception of employees 5
b) Personal characteristics 5
c) Excessive competition 5
Interpretation : According to above representative graph it is analyses that total 15
5
5
5
a) Differences in perception of
employees
b) Personal characteristics
c) Excessive competition

respondent fill form. 5 out of 15 respondent says that the reason of conflict management is
differences perception of employees. Some 5 respondent out of 15 respondent says that a here are
several employees and they they have different characteristic. They thought that different
characteristics-of employees is the reason of conflict management. Last 5 out of 15 respondent says
that the reason of the conflict management of excessive competition. These are the reasons of
conflict management is personal characteristic, excessive competition, difference in perception. the
ratio of these three is equal so according to the respondent.
Chapter 5: Conclusion, Recommendations and anticipated Limitations
Reflection
From the overall journey of my experience for conducting all research. I found many
problems and various factors like some factors are positive and some factors are negative. Through
all these things or factors I improve my skills like communication skills. During this research I deal
with many peoples in a day. Different people have different personality. I also learn through this
research how individual can conduct with different personality, how interact with many people.
these factors help me everywhere. Through this research I develop my personality and confidence
also. It is also beneficial for my future growth.
Conclusion
From above report it has been analyzed that social media platform has a major impact when
a fresh product have been introduced in market. While growing business, a marketer has to adopt
various strategies for promoting goods, provide after sale service while building effective
relationship with existing and attract potential consumers who are going to use products. A
marketer should plan systematically while conducting a market research. As per current trend most
of the buyers are using smart phone technologies, marketing executives should adopt strategies for
instance promote their goods through online medium like WhatsApp, Twitter, You-Tube and many
more, where consumer actively using these applications on daily basis. There are chances where
customer might view the product in small advertisement on You-tube. These initiative taken by
supervisor helps in productive result in growing business to achieve goals set by organizations.
Recommendation
As per the above detailed information, the conflict management practices play an important
role in every company but according to St. Pancras Renaissance Hotel, London this practices
should be applied so that the employees of the hotel should adopt this practices because to enhance
the skills and more over the important thing is that the environment culture affects a lot (Kumar,
2019). The goal of the company is to achieve the maximum profit so conflict affects the team. So
St. Pancras Renaissance Hotel in London should apply conflict management practices because the

worker and the manager should work unity and resolve the issues smartly.

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