Investigating Staff Issues and Management Practices at Coogee Pavilion

This report examines staff issues within the Coogee Pavilion, Merivale, a prominent establishment in Sydney, Australia's hospitality sector. The study explores the challenges related to staff management, including high turnover rates, inadequate training, and conflicts among employees, particularly within the context of the demanding nightclub, bar, restaurant, and hotel industries. The literature review highlights the importance of proper staff utilization, effective communication between management and staff, and strategic manpower planning to address these issues. The research delves into various aspects of staff management, such as recruitment processes, training programs, and strategies for retaining employees, aiming to provide actionable recommendations for improving staff satisfaction, productivity, and overall business performance within the Coogee Pavilion. The report further discusses the need for management to assess manpower requirements, implement effective hiring criteria, and provide continuous training to new and existing staff. The implementation plan outlines the steps required for the Coogee Pavilion to address the staff issues.

Staff Issues in Coogee Pavilion, Merivale in Sydney, Australia

Table of Contents
Introduction...........................................................................................................................................2
1.2 Literature Review............................................................................................................................2
Management properly use the experiences and skilful staff...............................................................3
Communicate and Coordinate between Management and Staff.........................................................4
Management assess the need for additional manpower in the busy period........................................5
Process is applied for hiring staffs and what criteria are set by the management for hiring...............6
Management provide training to new staff with the help of experienced staff...................................6
Management deal with turnover and strategies they use to retain staffs............................................7
Conclusion.............................................................................................................................................8
Introduction...........................................................................................................................................9
Research Objective..............................................................................................................................10
Research Questions.............................................................................................................................10
Research Design..................................................................................................................................11
Sampling..............................................................................................................................................11
Data Collection Method.......................................................................................................................13
Data Analysis.......................................................................................................................................13
Finding the Research Study.................................................................................................................14
Implementation Plan...........................................................................................................................15
References...........................................................................................................................................15

Introduction
The assessment pertains to consider the staff issues in biggest nightclubs, bars, restaurants,
and hotel in Sydney, Australia. It is evident the Sydney is known for its restaurant, bars, and
nightclub and enjoys a global presence from all parts of the world. Yet bars and restaurant
industry are facing a downfall in terms of industry profits (Fernando, 2018). Due to the
Sydney lockout rule in 2014, the nightclubs and bars are closed at 1.30 or 3 am midnight.
Further restrictions in nightclub and gaming machines had made industry revenue decreasing
constantly recently in four years. Some small pubs and nightclub had been closed because of
decreasing profit. The biggest players in a nightclub, bars, restaurant as well as hotels had
also suffered a lot because of industry rules and regulations (IBISWorld, 2018). The topic is
so vast that only one organization is considered in the hotel industry, Coogee Pavilion,
Merivale. Other than that staff in big hotels, restaurant and even in nightclubs were resigning
from their jobs because of no hike in salary, no training to new staffs from old staffs as well
as behaviour among co-workers are not at all appropriate. The hotels, restaurants, and bars
are also facing lack of manpower due to a decrease in industry profits. The context of the
research helps to consider the problems faced by biggest player Coogee Pavilion, Merivale in
Sydney, Australia. The proposed business problem will help the biggest empire of nightclubs,
bars, restaurants, and hotels in Sydney to rethink its strategy of management of staff with
proper service chain model while facing industry challenges (Gazija, 2011).
1.2 Literature Review
Literature Review pertaining to the problem faced by biggest empire Coogee Pavilion,
Merivale in Sydney, Australia in managing staff properly will help in developing research
questions and assist in framing decisions or actions requires to be implemented in future by
these companies. According to the (J. Mount, 2012) Due to lack of business in recent five

years, there is very less or no increase in salary, this is a reason why staff either resigning
from the job in a short period of time. Other than that after realizing the fewer growth
opportunities, staffs were becoming less productive hence giving less input. Further
dissatisfied staffs of Coogee Pavilion, Merivale in Sydney always have a conflict with
management. They did not interact with customers properly. It leads to more unhappy
customers which later results in less revenue from unhappy customers.
Management properly use the experiences and skilful staff
The big hotels, bars, restaurants, and nightclubs have a complex form of servicing which
involves dealing with customers, maintaining ambiance, cleaning work, housekeeping,
maintenance work, and cooking operations etc. It can also be divided into outdoor and indoor
activities. Human resource is vital for the hospitality industry, satisfied staffs deal with
customers vibrantly. According to the (D. Uyen, 2013), management of a bar or restaurant
should consider the flexibility in services and give adequate space to the staffs to work with
their own will, but at the same time managers should also be competent to deal with the
situation. Most of the unhappy experiences which hotels, nightclubs or bars faced occurred
during dealing with customers. It is important to properly utilize the strength of experienced
staff. If the experienced staffs are valued, they are more productive and encourage others to
work better. The problems faced by hotel industry to manage operations occur during peak
hours, this time experienced staffs help to inspire new staff how to deal with customers or
manage other important activities. The Coogee Pavilion, Merivale should plan their day to
day activities accordingly so as to properly utilize the experienced staff. One problem which
hotels faced is lack of interest for work among staffs. It results in wastage of time by
experienced staffs. The work allocated to the staffs cannot be monotonous; it keeps on
changing so that staff should be an enthusiast to work (Chebat, 2003).

Communicate and Coordinate between Management and Staff
In Coogee Pavilion, Merivale, services cannot be operated without effective communication
and coordination. According to the (espmetal.com, 2017), management is directly responsible
to maintain communication with staffs. In big premises as the level of activities are also
complex, sometimes staff face problem in performing the activities. The management should
plan the activities and communicate with the staff concisely so that staffs can able to cope up
with problems while performing its duties. Team Building is always a big issue in hotels
which they do not consider that how it helps in coordination among staffs and management. It
helps to deal with customers and help to maintain cordial guest-staff relationships. The
Coogee Pavilion, Merivale focus on their ambiance, facilities, and food. But give little
importance focusing on team building (Gazija, 2011). To have an open and cooperative line-
up atmosphere can help to maintain cordial relations with customers and help to improve staff
productivity. The big hotels, bars, or restaurant have faced several negative activities from
staff while dealing with customers, which could affect the business in the long run. Now
activities are not confined in the shell, it spread outrageously from social media, could
negatively impact the business. So it is highly necessary to have proper coordination among
management and staff to have a vibrant atmosphere which helps to generate customers (Järvi,
2018).

Management assess the need for additional manpower in the busy period
According to the roomkeypms (2016), big organizations in the hospitality industry needs
more manpower to run the business smoothly. Due to high instabilities in the hotel industry
because of seasonal business or government regulations, maintaining an appropriate number
of staffs is very challenging. With few staff, the functions of Coogee Pavilion, Merivale
cannot be managed. Mostly in peak seasons, hotels, restaurants, and nightclubs may hire
temporary staff to manage their peak season. These temporary staffs do not guarantee that
they manage the complex activities in a restaurant or hotel smoothly. They care more about
the money than to deal with customers. It could sometime affect the reputation of the
business. The strategic planning of the manpower is necessary both in peak time as well as
slow period. The hotel or restaurant should an90oalyze its approx. the requirement of
manpower to conduct the business smoothly in peak times. Seasonal staffing could not be
helpful because of the high turnover in slow periods. The company loses lots of revenue in
recruiting and training staff. If hotel management can analyze the seasonal and permanent
staff requirement according to the level of business functions, it helps in maintaining the right
amount of manpower to work. The management can assess the need of additional manpower
by forecasting business or industry trend that how much industry will show growth in one
year and in season. According to industry trend and individual business requirement,
additional manpower could be assessed by hotels, bars, restaurants, and nightclubs. The hotel
management should analyze the ratio of seasonal and permanent staff requirement according
to the growth of its business (Khaleefah & Abdalaat, 2016).

Process is applied for hiring staffs and what criteria are set by the management for
hiring
The hotel business is all about dealing with customers or guest all the time. Any hotel,
restaurant or nightclubs do not want to lose their valuable customers. To have the right staff
is very critical for the hospitality industry. The big organization finds it difficult to hire
appropriate staff that positively stay and display the repute of a brand made by Coogee
Pavilion, Merivale. The hotel management should analyze the need of staff accurately and
check the internal referrals before hiring from outside. According to the Alexander J. S. Colvin ,
(2016), Conflict and Employment Relations in the Individual Rights Era, in David B. Lipsky , Ariel C. Avgar
, J. Ryan Lamare (ed.) Managing and Resolving Workplace Conflict (Advances in Industrial and Labor
Relations, Volume 22) Emerald Group Publishing Limited, pp.1 – 30
The internal recruitment would be more beneficial than outside recruitment at different
levels. It also helps to reduce the cost of recruiting and training. But it does not necessary that
internal recruitment will guarantee the success of the business. A mix of new and experienced
employees is necessary to make a positive competition (Järvi, 2018). Mostly hotels or
restaurants hire the employees on the basis of eligibility according to nature of work or
requirement, but staff who are eligible does not necessarily competent or possess right
attitude while dealing with guest or customers. Most of the hotels do not assess the exact job
requirement. The Coogee Pavilion, Merivale should mention the concise job description
before hiring and do a background check which should be very essential in the hotel industry
as they have to deal with customers as well as able to access their private belongings.
Management provide training to new staff with the help of experienced staff
According to the on the job training is an essential part of hotels, restaurants, nightclubs, and
bars to deal with customers or other activities. Without proper training, the new staffs are not
able to perform well. Big hotels may hire professionals to train employee only in a certain
area such as important information about Coogee Pavilion, Merivale, how to maintain cordial

relationships with customers, a way of working, how to develop right attitude, etc. It might be
costly for restaurants that are facing decreased revenue. The experienced staffs are valuable
assets that help to provide on the job training to new staff efficiently (Chebat, 2003). The first
most important thing for management is to introduce the new staff with co-workers,
managers, supervisors, and other important persons. Induction is very significant which help
to know the experienced staff with new staff. Here manager plays an important role to
introduce the new staff and request from experienced staff to train new staff not as a duty but
as a favor. The recognition from the management side would get assistance from the
experienced staff in providing training to new staffs. Other than that classroom like
atmosphere is required to give general information and conceptual knowledge of Coogee
Pavilion, Merivale (Lin, Zhang & Liu, 2017).
Management deal with turnover and strategies they use to retain staffs
Due to the high rate of fluctuation and uncertainty of seasonal business, hospitality industry
especially Coogee Pavilion, Merivale face a high turnover. Other than that if staffs do not
find opportunities for growth in work as well in compensation are more likely to quit the job.
The costs of losing valuable employees affect the business in terms of revenue, expertise, and
time of training (Khaleefah & Abdalaat, 2016). One thing these biggest empires knew that
most experienced staffs may even share significant information to the competitors which they
definitely want to happen. Employees not only need appropriate compensation according to
market trend but also consider the professional development. Other than that if employees are
not treated well from the management, they are more likely to quit the job. Thus employee
engagement, flexible working hours, compensation, relationship, and development are
essential steps to retain staffs (Mohsin, Lengler & Aguzzoli, 2015).

Conclusion
The literature review helps to state research objectives that help to consider the required steps
to be implemented in the Coogee Pavilion, Merivale for managing staffs. From the study of
the problem faced by the biggest hotels, restaurants, nightclubs, and bars especially Coogee
Pavilion, Merivale in Sydney Australia, it is observed that hotel industry does not encounter
all the problems because of the decrease in profits of the industry, Sydney lockout rule or
other restrictions. These biggest giants in hotel, restaurant, and bars business were also facing
the problem because of service chain model was not implemented or considered and they
even not assess the need of more manpower in near future for the growth of a business.
Management of Coogee Pavilion, Merivale should focus on building cordial relations with
their staffs. The work allocated to the staffs cannot be monotonous; it keeps on changing so
that staff should be an enthusiast to work. The assessment study is to focus on the staff
related issues faced by the biggest bars, nightclubs, restaurants, and hotel especially Coogee
Pavilion, Merivale in Sydney, Australia. The restrictions in Sydney nightclubs, bars as well
as hotels might have decreased the profitability of the business and these nightclubs, bars, and
restaurants are unable to maintain the existing staff. Employee Engagement would increase
employee productivity and give more input. Proper on the job training and off the job training
by giving recognition to experienced employees. Strategic staff planning with clear job
description helps Coogee Pavilion, Merivale to retain employees for the long term. Flexible
working hours, variations in works, competent compensation are also required to be
implemented. The Coogee Pavilion, Merivale need to identify the service chain model for
managing staff properly.

Part – B
Introduction
This part of the assessment study will consider the research methodology to know the reasons
for a problem with the staff issues in Coogee Pavilion, Merivale in Sydney, Australia. It was
stated in the literature review that Coogee Pavilion, Merivale was facing a problem of staff
management because of several reasons such as Government rules and regulation for gaming,
alcohol consumption, night clubs timing, turnover etc. which decrease the profitability of the
business (Gazija, 2011). Further, it was also observed that in Coogee Pavilion, Merivale in
Sydney, Australia, management is not taking the effort to retain staff or positively motivate
the staffs. The demotivated existing staff are not willing to work and become less productive
and giving less input (Järvi, 2018). This research methodology helps to know the causes
pertaining to the problems in managing staff. It was also stated in the literature review that
the problem of staff management was not caused internally but also externally. The research
problems help to frame the research question with the help of a questionnaire. In this research
methodology, sample population is the some of the staffs and representatives of management
of the Coogee Pavilion, Merivale in Sydney Australia. The staffs and management can truly
reflect the problem of staffing in the Coogee Pavilion, Merivale . Other than that industry
report, journals, articles from eminent personalities and government reports will help in
considering the clear picture of the problem of management of staffs in biggest empires of
night clubs, bars, restaurants, and hotel especially Coogee Pavilion, Merivale in Sydney
Australia (Ibisworld.com.au, 2018).

Research Objective
To identify the decrease of profitability of Coogee Pavilion, Merivale in Sydney Australia
To identify the reasons behind the issues of management of staff in Coogee Pavilion,
Merivale in Sydney Australia
To identify the problems between management and staff in Coogee Pavilion, Merivale in
Sydney Australia
To discover the hiring, training or development strategies adopted by Coogee Pavilion,
Merivale in Sydney, Australia
To ensure effective communication and coordination is maintained between management and
staffs in Coogee Pavilion, Merivale in Sydney, Australia
Research Questions
Research objectives help to frame the research questions which are necessary to further carry
out the research and help in selecting the sample and method by which the research will be
conducted to analyze the problem and providing a solution to overcome with problems
(Denk, 2010). As per the literature review, the following will be the research questions
Research Question 1
How management properly use the experiences and skilful staff?
Research Question 2
How management and staff communicate and coordinate?
Research Question 3
How management assess the need for additional manpower in the busy period?

Research Question 4
What process is applied for hiring staffs and what criteria are set by the management for
hiring?
Research Question 5
How management provide training to new staff with the help of experienced staff?
Research Question 6
How management deal with turnover and what strategies they use to retain staffs?
Research Design
As per the research question of finding problem related to management of staff in Coogee
Pavilion, Merivale in Sydney Australia, the qualitative research will be conducted to know
the attributes of samples. The qualitative research helps to know the behaviour of staff and
managers of the Coogee Pavilion. It helps to determine the extent of management and staff
relations, communication between them, and coordination between them, training and
development facilities, hiring and retaining strategies. Further the scholarly articles, journals,
government reports and industry report related to night clubs, bars, restaurants and hotel in
Sydney, Australia help to evaluate the research problem (Hoddy, 2018).
Sampling
The study will focus on staffs and management so sample population will be within Coogee
Pavilion, Merivale. It is an organization based research problem of management of staffs, so
research design is developed in a narrow way through sampling will also be narrow to know
the actual reason of management of staff in Coogee Pavilion, Merivale in Sydney Australia.
The data collected with the help of non-structured questionnaire for the reason that it helps to

give freedom to give responses from the staffs and representatives of management in the
same basis but with comments which help to evaluate the problem intensity (Etikan, 2017).
According to the nature of the research problem, the exploratory research study will be
appropriate which helps to discover the facts in a descriptive way and helps to further carry
out research or implementing solutions. The sampling procedure will be random sampling
which states that the samples are chosen without any biases (Ellingsen, Størksen and
Stephens, 2010). Random sampling is a process where the researcher chose the sample from
the method of probability and generally, the researcher does not know the sample population.
In random sampling, each sample population has an equal chance of being chosen for the
research and it is usually in one step (Smith, 1999). The researcher chose the random sample
in Coogee Pavilion, Merivale through random basis by giving questionnaire hand to hand and
online. It is a will of the staffs and management to participate in research or not. The
participants are not forced or manipulated to participate in a research study, Further, it is
assured to the sample population that their identity will not be revealed or disclosed.
Though the research is focused on the narrow objective of management of staffs, the sample
population size would be chosen 100 as Coogee Pavilion, Merivale is a big organization
where approx. 800 staffs are working at a different level so less than 100 sample population
will not reflect the true problem from the sample population and big sample population more
than 100 results increase in time and budget in the evaluation. The research is based on the
qualitative analysis so 100 sample population will be considered enough to know the
responses from the participants and to analyze the attributes related to discrepancy part both
from the staff as well as management (Panahbehagh and Smith, 2017). Here it should be
noted that questionnaires are delivered either hand to hand or through emails, but it is a
complete will of the sample population that they want to participate or not. So considering
this point of view, more questionnaires will be distributed through random sampling and only

100 responses will be considered on a random basis. This form of sampling and getting
responses will help to analyze the actual problem between management and staff. Further, it
is also realized that sample population responses are not enough to know the root cause of the
research problem, there are also other reasons which are present externally which affect the
business as well as resources (Etikan, 2017). The Sydney Government regulations for night
clubs, bars, restaurants, and hotels are also responsible for the management of staff in big
organizations.
Data Collection Method
Data Collection is a method to gather information either from primary sources or secondary
sources which help in analysing the data or information and making an appropriate solution
for the problem (Wilde, 2010).
Secondary Data collection
According to the research problem, secondary data are collected from Sydney Government
reports related to the Hospitality sector, Industry Reports related to biggest bars, night clubs,
restaurants, and hotels, Journals for the hotel industry, government rules and regulations,
scholarly articles pertaining to the management of staff in hotels etc.
Primarily Data Collection
According to the need of the research objective, primary data is collected within the Coogee
Pavilion, Merivale in Sydney, Australia on a random basis from staffs and representatives of
management with the help of a non-structured questionnaire.
Data Analysis
According to the nature of the research, data analysis will be based on a qualitative analysis
where responses are present in a form of non-numeric data. Here in this research, data are

present in a form of statements which need to be described indefinite variables. The
responses from the sample population will be analyzed by coding the responses in a definite
variable. In this research study, a variable can be related to communication, coordination,
training facilities, the attitude of management as well as staff, turnover reasons, market or
industry trends, and government support or viewpoints on a different continuum. In a
qualitative research analysis, researcher precise thinking and critical evaluation help to
identify the relationship between variables and help to summarize the data (Robinson, 2011).
Finding the Research Study
In Coogee Pavilion, Merivale, there is a gap between coordination between management and
staff as well as between different levels of staffs. Miscommunication and incoordination
make the condition worse.
The Coogee Pavilion, Merivale in Sydney, Australia is a big organization in hotel industry
whose business was affected by Sydney Lockout rule and other regulations related to gaming
machines and consumption of alcohol, light and music system etc.
The decrease in profit of Coogee Pavilion, Merivale in recent five years resulted in high
turnover of staffs of ground level for the reason that there is a less increase in compensation.
Due to lack of staff, existing staff were given more responsibility. This resulted in less
productivity from experienced employees.
Coogee Pavilion, Merivale in Sydney, Australia was so busy in focusing on profits that they
neglect the professional development of staffs at every level and hire more seasonal staff at
peak time that is not properly trained.
The seasonal staff and annoyed experienced staff were not dealing with the customers
appropriately. Unhappy customers were also a reason for decreased profit.

Implementation Plan
Implementation Plan helps to process the research study in a systematic way.
Identify Research Problems
Plan Research Objectives
Classify Research Questions
Plan Research Design
Formulate Sampling
Prepare Questionnaire
Collect Data
Analysis of Data
Finding
Implement the solution if any
PROJECT SCHEDULE:
List of Activities No. of days Start Date End Date
Identify Research
Problems
2 days 1 Nov. 2018 3 Nov. 2018
Plan Research
Objectives
3 days 4 Nov. 2018 7 Nov. 2018
Classify Research 3 days 8 Nov. 2018 11 Nov. 2018

Questions
Plan Research Design 6 days 12 Nov. 2018 18 Nov. 2018
Formulate Sampling 2 days 19 Nov. 2018 21 Nov. 2018
Prepare Questionnaire 2 days 22 Nov. 2018 24 Nov. 2018
Collect Data 4 days 25 Nov. 2018 29 Nov. 2018
Analysis of Data 2 days 30 Nov. 2018 2 Dec. 2018
Finding and implement
of solution
2 days 3 Dec. 2018 5 Dec. 2018
GANTT CHART:

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