Hotel Centennial: Leadership, Communication & Productivity Analysis

This presentation analyzes how effective leadership and open communication culture can increase the productivity of Hotel Centennial, a restaurant in Sydney. It identifies issues such as slow service and expensive menu items based on customer feedback. The methodology includes primary data gathered from an interview with Megan Sullivan, the General Manager, focusing on her leadership style and its impact on employee motivation and customer satisfaction. The findings highlight the importance of a charismatic and democratic leadership approach, open communication, and a focus on creativity and customer feedback in driving productivity and achieving organizational objectives. The analysis incorporates both qualitative and narrative data collected through unstructured questionnaires and a 360-degree feedback system to identify performance gaps and improve customer satisfaction.

How can effective
leadership and open
communication culture
increase productivity of
the hotel centennial?

 Authoritative leadership style tends to
generate increased productivity only during
short-term periods.
 Democratic/Participative Leadership style
contributes in growth of communication and
collaboration in the firm which in turn drives
productivity.
 Charismatic leadership style on the part of
the manager ideally contributes in enhancing
the level of energy in the organisation.
Effective Leadership helps in increasing productivity

 Existence of an open communication culture
ideally helps in exchanging of information
between the staffs involved along different levels.
 Open communication in the organisation reduces
the emergence of confusion and provides clarity
in meeting of departmental and organisational
objectives.
 Moreover an open communication culture in a
firm contributes in employee empowerment and
makes them accountable in meeting of stated
objectives and goals.
Open communication culture in
firm enhances productivity

 Some customers identified that though the
food quality was good enough yet the manner
in which the service was provided was quite
slow in nature.
 Other customers reflected that the menu
served to them at the hotel was of an
expensive nature.
 Customers also highlighted that the floor
staffs based in the hotel reflected attitudes
coupled with generation of services in a slow
fashion.
Problems/Issues Identified

 The relevancy of the leadership and organisational
culture would be analysed and inferences gained
based on carrying out an interview of Megan
Sullivan in that she is operating as the General
Manager of Hotel Centennial.
 Megan Sullivan’s leadership style reflects a
charismatic and democratic leadership style in that
she focuses on engaging both the internal and
external people like employees and community
members in fulfilment of stated objectives. Her
charismatic personality helps in motivating the
staffs to work productively in the firm.
Interview with Megan
Sullivan

 Data Collection Methods
◦ Secondary sources like books and journals are used for background
information.
◦ Primary sources like face-to-face interview is carried out of the Hotel
Manager.
 Type of Datasets
◦ Qualitative and narrative data are collected based on interviewing.
 Question Type
◦ Open-ended or unstructured questions were developed for carrying
out the interview.
 Data collection tools
◦ List of unstructured questionnaires
◦ Microphone and sound recorder.
 Sampling style
◦ Focused sampling approach is undertaken in selecting the Hotel
Manager.
Methodology

 Primary Data would be gathered based on
the conducting of an interview of the
General Manager Megan Sullivan.
 Ten unstructured questions would be
formulated for carrying out the interview.
Questionnaire Design

 Inference to the First Question
Megan Sullivan reflected that sustaining a charismatic personality like
maintaining a smiling face contributes in bringing energy among the
subordinates and colleagues operating in the hotel and in reducing
the level of stress.
 Inference to the Second Question
Megan Sullivan reflected that sustaining an environment of openness
in the organisation contributes in sharing of potential information
among the staffs and employees pertaining to different levels.
 Inference to the Third Question
Megan Sullivan highlighted that the degree of collaboration carried
out by the higher management with the subordinate groups
associated to kitchen and floor operations rightly contributed in
deciding and planning of day-to-day events
 Inferences to the Fourth Question
Megan Sullivan reflected that she focused on incorporating the
parameter of creativity while planning on the food menu at Hotel
Centennial.
Findings and Analysis

 Inferences to the Fifth Question
Megan Sullivan reflected that forms are to be used for collection of information
from customers for meeting the objectives of customer surveys.
 Inferences to the Sixth Question
Effective feedback can be rendered to the staffs based on their performance
levels and also in suggesting modes of improvement.
 Inferences to the Seventh Question
A target and objective oriented work culture is identified to generate greater
productivity in the long run.
 Inferences to the Eighth Question
Use of survey forms can also be used for gaining of needed information.
 Inferences to the Ninth Question
Megan Sullivan reflected that a 360 degree feedback system needs to be put
in place such that where feedback from the internal and external stakeholder
groups
 Inferences to the Tenth Question
Megan Sullivan highlighted that bringing about a change culture in the hotel
based on the use of survey, 360 degree feedback and monitoring mechanisms
would effectively help in identifying performance gaps and thereby in working
towards customer satisfaction
Findings and Analysis
(Contd...)

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merivale-team-lead-the-newly-reopened-hotel-centennial-sydney/
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woollahra
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References

 Q.1. How has the experienced gained by you helps in
energising performance in the hotel outlet?
 Q.2. How does an environment of open communication
contribute in developing employee productivity?
 Q.3. What is your take on improving the level of
collaboration inside the firm and how does it help in fulfilling
of business and institutional objectives?
 Q.4. What significance do you add to the parameter of
creativity in fulfilling of departmental objectives and in
generating customer satisfaction?
 Q.5. Do you give importance to the aspect of carrying out
customer surveys in effectively understanding the needs
and expectations of customers and thereby in designing
service and operational policies?
Appendix

 Q.6. Do you consider that monitoring of staff
performances are required to go hand-in-hand with their
empowerment in fulfilling of organisational objectives?
 Q.7. What significance do you adhere to target and
objective based culture in bringing about customer
satisfaction and in meeting of institutional objectives?
 Q.8. How do you intend to understand the expectations
and needs of the customers visiting the hotel outlet?
 Q.9. Do you intend to deploy a feedback mechanism in
the open organisational culture where feedback of
customers can be shared with staffs and employees?
 Q.10. How much do you understand that a change
mechanism brought about in the hotel would help in
enhancing the level of customer satisfaction at the
hotel?
Appendix (Contd...)