Human Resource and Organization Development: New Space Hotel Report

This report focuses on organization development (OD) interventions for New Space Hotel, a five-star establishment in Toronto. The study addresses issues such as improving the effectiveness of client-facing staff and enhancing the management of customized weddings and conferences. It details the process of identifying problems, selecting appropriate interventions, and implementing team-building strategies, including personality-based, activity-based, skills-based, and problem-solving approaches. The report highlights key levels for intervention and emphasizes the importance of sustaining OD interventions through continuous monitoring and evaluation. Furthermore, the report underscores the significance of career programs for integrating learning and development strategies to foster employee and organizational growth. The analysis covers the steps taken before deciding on suitable interventions, chosen interventions for building the team, and ways to sustain the effectiveness of the OD interventions for long-term success.

HUMAN RESOURCE AND
ORGANISATION
DEVELOPMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
TASK 2............................................................................................................................................3
TASK 3............................................................................................................................................5
TASK 4............................................................................................................................................6
TASK 5............................................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Organisation development helps in bringing effective growth of the business for longer period. It
increases the effectiveness of an organisation with help of human resource as it manage the
behavioural aspects of the people working in an organisation(Human resource and organisational
development, 2019). Present study is based on the company New Space Hotel that is a five star
hotel located in Toronto. There are 360 employees working in the hotel and several indirect staff.
Study includes developing plan for improving the effectiveness of Hotel's client facing staff and
improving management of Customised Weddings and conferences in many ways. Further hotel
has used different steps before deciding suitable interventions for the Team and details of the
chosen interventions for building the team is also given in the report. Report also includes
different key levels for choosing intervention in the plan and ways to sustain the effectiveness of
the OD interventions. There are various career program for integrating learning and development
strategy, so at the end importance of these career programs for employees and organisational
development have been explained in the given report(Wilton, 2016).
TASK 1
Developing plan for improving the effectiveness of Hotel's client facing staff
Developing plan is as follows:-
 While developing the plan to improve the effectiveness of Hotel's client it is necessary to
identify the problems that clients are facing during the services offer to them and build
trust by listening to there problems. Having clear idea about the problems client face can
help in getting awareness about the actual issues and further right steps can be taken to
overcome them(Analoui, 2017).
 For the same it is necessary to collect the information and identify that an intervention is
required or not. As the hotel is facing bad occupancy rate so management have to make
improvement in it so that this can be overcome in near future. Clients complain regarding
staff services is a major issue so different intervention technique can be applied to make
it solve. If staff is skilled and is able to solve problems of all the clients than this will
increase the efficiency of the New space hotel(Nieves & Quintana, 2018).
 Different resources are require to make the clients satisfy and employees have to be
trained so that they can use these resources and their interpersonal skills to solve various
1

problems and have a proper team management. For the same management have to
monitor there employees and time to time provide them training to develop there
skills(Nolan & Garavan, 2016).
 The most important issue that was analysed by project manager was that the management
is not providing a systematic training to there staff members that is the reason they are
not aware about there duties and taking thinks for granted. Training programs have to be
arranged so that there staff members are aware about the team work and use there
personal skills to communicate properly with the members and also with
clients(Nankervis & et.al.,2016).
 Staff have to work patiently and take feedback from the clients to know there
expectations so that clients get influenced and can become loyal towards the services
provided by New space hotel. To improve employees problem solving skills they have be
trained well by involving them in different activities and give them different tasks which
they have to complete on time. This will also help them to learn the ways of managing
time.
 All the team members have to work in coordination and a proper communication between
the members of the team can lead to effective team building. For this training must be
given so that employees leadership development can be seen(Anstey, Fletcher & Walker,
2017).
 At the end a close monitoring is essential that the intervention have resulted in some
improvement or not. If not then different strategy should be implemented to have positive
outcomes and bring new opportunity for the Hotel.
Improving management of Customised Weddings and conferences
New space hotel is facing management issues related to Customised Weddings and
conferences. Here are some ways to improve it:-
 Professionals can be hired to improve in the management of the events. Experienced team
leaders can make efforts to bring optimum results.
 Resources can be utilised in right direction and proper planning is require to make the
event successful. For the same identify the overall budget and people to be involved from
2

team and committee members so that they can be trained out for the activities that the
event will carry on(Brewster, 2017).
 Task must be assign to team members according to there skills and capability and they
have to draft a timeline for completion of tasks on time and with effectiveness.
 For attracting clients New space hotel have to work on digital technology and spread
awareness about there offerings with help of Conference website and apps(Brewster,
Mayrhofer & Morley, 2016).
TASK 2
Steps taken before deciding suitable interventions for the Team
Before deciding the suitable intervention plan following steps will be taken :-
 First off all the issues because of which New space hotel is facing customer
dissatisfaction and constant complaints regarding staff services is identified. The skilled
person who can help in this examination of different problem is searched so that the
person can facilitate these changes. Peter Clark appointed OD expert to solve the issues
and discusses the ways issues can be identified.
 All the problems are identified and different ways to solve the problem is being
determined. As Peter Clark was aware about the problems he discussed with the OD
expert that customers complaints regarding the staff members are increasing day by day
and for the same OD intervention is required(Prayag & Hosany, 2015).
 Different information is collected from the people working in New Space Hotel and there
feedback is taken regarding the ways that can help in improvement and can result in
better decision making. Stakeholders review was that reception staff is not having skills
and knowledge and on other hand management of customised weddings and conference
event is also lacking behind.
 After taking feedback OD expert have to work with the management and stake holders so
that correct decisions can be taken and an effective plan can be implemented to solve the
problems. The conclusion was that hotel is not investing in employees learning and
development and need to work on it(Brewster, 2017).
3

 This action is then implemented in work culture of the organisation so that suitable
changes can be carried forward and results in improvement in the issues that New space
hotel is facing. For the same a systematic evaluation have to be done by the management
by training there staff members.
 After implementation it is necessary that the the management and the stakeholders
evaluate the changes and monitor them whether they are benefiting in the progress of the
organisation or not. If there is no positive result the intervention plan have to be
improved.
 If the result is positive then it is implemented on all over the organisation and these
changes are taken is consideration for long period. In this way an positive organisational
change will result in revenue generation of New Space hotel.
Details of the chosen interventions for building the team
There are different interventions which can help in team building like group processes,
Skill based workshop, team building activities as they can help in building good relationship
within the team members and there roles and responsibilities will be cleared in there minds. All
the members will be able to solve the conflicts as they will work in team to have good outcomes
by customers satisfaction(Wilton, 2016). This will improve overall functionality of the
workplace and the chosen interventions are as follows:-
Personality based team building intervention:-
In this type of intervention psychometric questionnaire are used and focuses on
improving the team members interpersonal skills. After this results are communicated with the
team members and all the members work on there interpersonal skills and personality. In this
way they are able to increase the efficiency of the team and results in better
communication(Nolan & Garavan, 2016).
Activity based team building intervention:-
In this type of intervention different challenges and tasks are given to team and team
members so that they can participate in it for there physical development. This intervention
focuses on team work, problem solving, risk taking and developing trust between the members of
the team. All the members are given tasks and they work in completion of the challenges. This
4

results in effective work and brings out positive relationship among the members(Analoui,
2017).
Skills based team building intervention:-
Skilled based team building helps the members of the team by developing there skills so
that all the members can work together and communication can be improved between them. This
also results in development of leadership skills and all team members ability to deal with the
conflicts get increased. This results in a effective team work and brings opportunity for the
members to learn and practice for improving there skills(Nankervis & et.al.,2016).
Problem solving based team building intervention:-
With help of this intervention the team members become capable to solve various
problems and work together by facing different challenges while bringing possible solutions for
the organisational development. They work on efficiency of each member to solve the problems
in short duration and learn to work in team. In this way they focuses on team vision, relation
between the members and their roles and responsibilities to lead a high performance of there
team. This program is based on experiential learning and adult learning principles(Anstey,
Fletcher & Walker, 2017).
TASK 3
Key level of chosen intervention in the plan
The chosen interventions will be beneficial in plan as they will help in improving the
efficiency of the employees and will result in growth of the New space hotel in following ways:-
 Personality based team building intervention can help in improving the employees
interpersonal skills and are able to come up with new ideas for eliminating
communication breakdown. New space hotel have to invest for development of
interpersonal skills of employees as they will be interacting to employees in an effective
way and this will result in customers satisfaction(Brewster, 2017).
 Activity based team building intervention helps in developing decision making skills of
the employees and they work in team that help them to easily resolve any conflict. As the
employees work in team, trust and understanding is developed that leads to achievement
of tasks. They also learn to manage time and gain multitasking skills that increase the
5

productivity of there work. As hotel is facing many issues related to management of
customised wedding and conference event, leaders have to make such team where a
proper understanding is seen and they can mange there work on time with help of good
decision making skills(Brewster, Mayrhofer & Morley, 2016).
 Skills based team building intervention is helpful in development of leadership skills,
communication skills and team building that leads to overall development of hotel. As
Skills and knowledge of staff is lacking behind this intervention will improve it so that no
more complaints will be coming from client side and if it comes then improvement is
required by giving more training. Giving training will increase there knowledge and
awareness about the ways in which they can make there clients satisfied towards the
services.
 Problem solving based team building intervention helps in increasing the flexibility of the
employees for making creative solutions for a problem. As employees work in team so it
depends on the communication to make solution of various problems by sharing of ideas.
While working in team employees must be free to share their ideas and make good
decision for there team(Prayag & Hosany, 2015).
TASK 4
Ways to sustain the effectiveness of the OD interventions
There are many ways in which OD intervention can sustain in New space hotel for long
period:-
 A proper training programs must be organised by the management of New Space hotel so
that employees skills can get enhanced and they get the knowledge about the work
culture. They will be able to deal with the clients and this will result in customers
satisfaction.
 New Space hotel can conduct various activities like outdoor adventure, physical
challenges which can boost up there employees and increase there efficiency. In this way
employees will also have job satisfaction and they will be able to retain in the hotel for
long duration(Brewster, 2017).
 Competition in increasing and complaints regarding management of customised wedding
and conference event is coming so management have to work on digital technology to
6

attract there customers. Hotel have to develop there website so that it can become
attractive for the clients and business can rise in market for long period.
 Monitoring the efficiency of employees and controlling them time to time so that scope
of the hotel is achieved on time. Giving them right advice and helping them to make
improvement can motivate them to work more efficiently(Nieves & Quintana, 2018).
 Different career programs can be conducted so that employees skills can be enhanced.
 Taking feedback from clients and working on it to improve there representation and
service style can help in bringing scope for the business.
TASK 5
Career program for integrating learning and development strategy for hotel
Career programs are helpful in following ways:-
 Career programs help the employees to work more effectively as it enhance there skills
and working efficiency. They are getting different knowledge and leads to overall
development.
 It also helps in building the business management by having strong executive team in
workforce.
 Employees get aware about the business strategies and the ways it can be implemented
for over all development of the business(Wilton, 2016).
 New Space hotel have there own priorities on which they are running there business, so it
become easy for employees with help of career development programs to get aware about
these priorities can work accordingly.
 A good training results in effective work of employees as they are able to make good
strategy for overall development of New Space hotel.
 Career development programs also helps New Space hotel in retaining there employees
for long duration as it encourages the employees to learn about new roles and understand
new things that can develop there career in right direction.
 In every 4 months training programs must be there so that employees skills get developed
and they can use these skills to bring business for New space hotel(Analoui, 2017).
7

CONCLUSION
From the above study it has been concluded that New Space hotel is facing customer
dissatisfaction. For the same Hotel has hired an OD expert that can help in development of the
organisation by improving the effectiveness of Hotel's client facing staff and improving the
management of customised weddings and conferences. For the same problems have been
identified and different steps have been taken by the hotel for deciding suitable intervention.
These intervention have helped in building the team and resulted in effective work of the
employees. Report also concludes about the key levels of choosing intervention in making plan
and is very useful for increasing effectiveness of employees. Further different ways of sustaining
effectiveness of OD interventions that have been implemented for long period is being concluded
in the given report. At the end need of Career programs and there ways to integrate learning and
development strategy have been concluded in the given report.
8

REFERENCES
Books and Journals
Analoui, F. (2017). The changing patterns of human resource management. Routledge.
Anstey, E., Fletcher, C. & Walker, J. (2017). Staff appraisal and development. Routledge.
Brewster, C. (2017). Policy and practice in european human resource management: The Price
Waterhouse Cranfield survey. Taylor & Francis.
Brewster, C. (2017). The integration of human resource management and corporate strategy.
In Policy and practice in European human resource management (pp. 22-35). Routledge.
Brewster, C., Mayrhofer, W. & Morley, M. (Eds.). (2016). New challenges for European
resource management. Springer.
Nankervis, A. R. & et.al., (2016). Human resource management: strategy and practice. Cengage
AU.
Nieves, J. & Quintana, A. (2018). Human resource practices and innovation in the hotel industry:
The mediating role of human capital. Tourism and Hospitality Research. 18(1). 72-83.
Nolan, C. T. & Garavan, T. N. (2016). Human resource development in SMEs: a systematic
review of the literature. International Journal of Management Reviews. 18(1). 85-107.
Prayag, G. & Hosany, S. (2015). Human resource development in the hotel industry of
Mauritius: myth or reality?. Current Issues in Tourism. 18(3). 249-266.
Wilton, N. (2016). An introduction to human resource management. Sage.
Human resource and organisational development. 2019. [ONLINE]. Available. Through
<https://www.google.com/search?
q=human+resource+and+organisation+development&oq=human+resource+and+organisation+d
evelopment&aqs=chrome..69i57j0l5.14991j0j7&sourceid=chrome&ie=UTF-8>
9