Improving Work Culture: A Case Study of Star Hotel

This report examines the negative work culture within Star Hotel, highlighting issues such as low salaries, a high proportion of part-time employees, and the subsequent impact on customer service and operational efficiency. The analysis draws upon management theories like equity theory to explain employee demotivation stemming from perceived unfairness. The report identifies problems including poor attendance, high staff turnover, and the resulting dissatisfaction among hotel guests. Key proposals for improvement include implementing equity in the workplace, increasing the base salaries of part-time staff, and hiring more experienced permanent employees. The report concludes that by addressing these issues, Star Hotel can improve employee motivation, enhance customer satisfaction, and streamline daily operations.

Running head: IMPROVING WORK CULTURE IN STAR HOTEL
Improving work culture in star hotel
Name of the student:
Name of the university:
Name of the Author:

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IMPROVING WORK CULTURE IN STAR HOTEL
Table of Contents
Introduction..........................................................................................................................2
Analysis of the problem.......................................................................................................2
Review of management theory........................................................................................2
Analysis of the problem...................................................................................................4
Relation with other problems.......................................................................................5
Key proposals for the problem............................................................................................5
Conclusion...........................................................................................................................7
Bibliography........................................................................................................................8

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IMPROVING WORK CULTURE IN STAR HOTEL
Introduction
In star hotels it have been seen that there is a presence of negative work culture among
the staffs. This is hampering the business of the hotel as better customer service is not being
provided to the customers of the hotel. With the absence of staffs in the hotel the daily functions
of the hotel is not being conducted in a proper way. It has been seen that the staffs in the
company do other jobs other than being a staff in the hotel. This is mainly due to the fact that the
staffs in the hotel have the responsibility of their family on their shoulders. It is very important to
note that most of the staffs in the hotel work two jobs every day. It is hard for the staffs to
maintain two jobs everyday so most of them do not get the chance to reach their hotel in time. In
many cases it has been seen that the staffs do not reach the hotel at all as they tell their
colleagues to cover their shift for them. The supervisors of the staffs are unaware of the fact
whether the employee will be coming to work on a particular day or not. There is absence of an
ethical workplace in the hotel and the staffs of the hotel do not take permission form their head to
take holidays. These are the certain problems among the employee which needs to be solved by
the hotel authority and management so that they can attract more customers to the company.
Analysis of the problem
Review of management theory
Equity theory can be associated with the problem among the staffs of the hotel. In the
present context of business it can be said that equity norms needs to be followed among the
employees in accompany so that an ethical workplace can be maintained by an organization
(Burrai, Font and Cochrane 2015). The motivation among the employees of the company is
maintained by the help of fairness. If certain employee of the company find out that they are
being paid less than an employee who is doing the same amount of work then they might feel

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demotivated in their work (Buzea 2014). With the absence of equity the performance of the staffs
of the hotel is coming down. The fact that the staffs of the hotel are doing multiple jobs is mainly
due to the reason that their base salary is very less. Although there are presence of certain perks
in the business yet it can be seen that the staffs in the hotel are not doing their work properly.
This means that the staffs in the hotel are not feeling motivated enough to perform their jobs in a
better way. In the present context of business it is very important for a company to keep their
employees so that they can increase their performance. The staffs of the hotel have not been
motivated enough in doing their job properly and there is an absence of equity in the workplace
of the hotel. With the absence of equity the staffs of the hotel do not feel like they need to reach
every day to their work and also tell their supervisors that they will not be coming to work on a
particular way (Arvanitis and Hantzi 2016).
Equity norms needs to be followed by the hotel if it wants to motivate its staffs to reach
their hotel their everyday and do their work in a proper way. The staffs of the hotel needs to be
paid adequately by the hotel and they needs to pay in comparison to the full time staffs in the
hotel. It might be the reason that the part time staffs in the hotel are paid less than half of the
salary of the staffs who work full time in the hotel. This leads to the belief among the part time
staffs of the hotel that the hotel is discriminate with them. The salary which is being provided by
the company to the part time staffs of the company is not enough to take care of the daily needs
of the staffs. If the staffs of the hotel are paid in adequate money than they might want to work
full time in the place. Since most of the staffs in the company are part time workers so the
company must implement equity norm in the workplace so that the staffs will be motivated to do
their work in a proper way (van Mourik 2014). The absence of equity in the workplace of the

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hotel is the main reason due to which there is presence of poor attendance and performance
among the staffs of the hotel.
Analysis of the problem
There are certain reasons owing to which this problem among the staffs in the hotel have
started:
Low salary: It has been stated that the most of the staffs of the hotel are university students who
have joined the hotel for doing a part-time job. The staffs in the hotel do their job at the hotel and
then they go for another job (Musa, Ahmed and Bala 2014). This is mainly due to the reason that
the staffs in the hotel are not paid adequately. Due to low wage the staffs in the company need to
opt for another part time job which is causing stress in them. When the staffs are doing their job
in another workplace then they are unable to concentrate on their work in the workplace. Hence,
they are unable to reach their workplace in the hotel on time. The staffs of the hotel must be
motivated enough so that they can contribute to the turnover of the hotel (da Borralha, de Jesus,
Pinto and Viseu 2016).
Presence of more number of part-time employees: The fact that the company is having bad
attendance of the staffs in the workplace is mainly due to the resin that most of the staffs in the
hotel are part-timers. Since the salary which is provided by the company to the part timers are
not enough so the staffs also go for some other kinds of jobs which takes up a lot of their time
and they are unable to reach the hotel on time (Mohsin, Lengler and Aguzzoli 2015). The hotel is
unable to provide better service to the staffs so they do not take their service seriously and they
do not contribute to the betterment of the workplace. The presence of part time and
unexperienced staffs in the hotel are the reason that there is absence of better customer
experience (Sangaran and Jeetesh 2015).

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Relation with other problems
Since the staffs in the hotel are not regular to their work so customers in the hotel are not
happy with the service which is being provided to them. In the present context of hospitality
business it is very important to address the fact of customer satisfaction. With the presence of
customer satisfaction it will not be possible for the hotel to attract more customers. It has also
been seen that the hotel is facing high turnover rate of the staffs which is a big reason for the less
attendance of the staffs in the hotel. With the presence of less number of staffs in the everyday
functioning of the hotel the customers in the hotel are not receiving the quality service which
they want (Mohsin, Lengler and Aguzzoli 2015). The hotel is losing a lot of turnover due to the
bad performance of the staffs. If the staffs of the hotel are not motivated enough to work then
they will not be doing their work in a proper way.
Key proposals for the problem
There are certain process by the help of which the problem which the hotel is facing at
present can be resolved. A three point plan needs to be followed by the management of the hotel
in order to address the current situation at hand:
 Inclusion of equity in the workplace of the hotel: It has been analyzed that there is an
absence of equity in the workplace of the hotel. Since the employees of the hotel are not
motivated enough to take care of their business and they do not care about the various
results of not coming to work on a regular basis it can be said that the staffs of the hotel
are not motivated enough (Guilding, Lamminmaki and McManus 2014). There are
various factors which affects the motivation of the staffs in a hotel industry. There are
presence of a lot of part time employees in the hotel workplace. With the inclusion of
equity management in the workplace the company will be able to retain the part time

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employees in the hotel. If the part time staffs are paid adequate amount of money then
they will be able to maintain their daily lives in a proper way and they will not have the
need of joining another part time job to meet their ends.
 Increasing the base salary of the part time staffs: The hotel can come up with the plan of
increasing the base salary of the employees so that they do not have to look for other
jobs. If the employees are focused on one job then they will be doing their work in a
proper way and there we maximum attendance of the staffs in the hotel. With the increase
in the base salary the staffs of the hotel will also be motivated enough and they will be
coming to work on proper time (Xiang and Li 2017). In the context of hotel industry it
can be said that high base salary attracts a lot of staffs in the industry and the hotel will
not be having problems with customer satisfaction.
 Hire experienced permanent staffs for the hotel: Since there are a lot part time staffs in
the company who do other jobs the hotel can hire permanent staffs. Experienced staffs
will be knowing their role properly and will also be changing the work culture. The staffs
who are experienced have better idea about how the work needs to be done in the hotel.
With the inclusion of experienced staffs in the workplace the hotel will be able to gather
some ideas from the employees regarding the various process by the aid of which the
customers in the hotels can be satisfied. Other staffs in the hotel will also be able to learn
a lot of things from the experienced employees (Ahmad and Scott 2014). The
experienced employees can provide proper advices to other employees explaining them
the various process by the aid of which the employees of the company will be helpful.

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Conclusion
To conclude it can be said that the hotel needs to change their management system so that
a proper ethical management is performed by the company in the workplace. In the context of
employee motivation there are lot of steps which needs to be implemented by the hotel which
have been explained above. The staffs in the hotel needs to be motivated by the company so that
they can perform their job in a better way. With the implementation of the various process which
have been stated above the hotel will be able to retain more employees and also increase the
number of permanent staffs in the workplace. The daily operations of the hotel can also be done
in a proper way and the customers of the hotel will also be satisfied by the service which will be
provided to them by the staffs of the hotel. The problem which have originated in the workplace
of the hotel among the staffs is mainly due to poor management of the hotel. The various steps
which have been taken by the hotel in engaging its employees was not up to the mark and the
staffs of the hotel did not feel that they belong to the hotel. The salary of the employee along
with equity was not maintained by the hotel leaders in a better way. With the implementation of
the various recommended policies the hotel will be able to solve the problem of the employees in
a better way.

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Bibliography
Ahmad, R. and Scott, N., 2014. Managing the front office department: Staffing issues in
Malaysian hotels. Anatolia, 25(1), pp.24-38.
Arvanitis, A. and Hantzi, A., 2016. Equity theory ratios as causal schemas. Frontiers in
psychology, 7, p.1257.
Burrai, E., Font, X. and Cochrane, J., 2015. Destination stakeholders' perceptions of volunteer
tourism: An equity theory approach. International Journal of Tourism Research, 17(5), pp.451-
459.
Buzea, C., 2014. Equity theory constructs in a Romanian cultural context. Human Resource
Development Quarterly, 25(4), pp.421-439.
da Borralha, S., de Jesus, S.N., Pinto, P. and Viseu, J., 2016. Job satisfaction in hotel employees:
A systematic review of the literature. Journal of Spatial and Organizational Dynamics, 4(1),
pp.4-20. da Borralha
Guilding, C., Lamminmaki, D. and McManus, L., 2014. Staff turnover costs: In search of
accountability. International Journal of Hospitality Management, 36, pp.231-243.
Mohsin, A., Lengler, J. and Aguzzoli, R., 2015. Staff turnover in hotels: Exploring the quadratic
and linear relationships. Tourism Management, 51, pp.35-48.
Musa, B.M., Ahmed, I. and Bala, A., 2014. Effect of motivational incentives on staff turnover in
hotel industry in gombe state. Journal of Business and Management, 16(3), pp.36-42.

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Sangaran, G. and Jeetesh, K., 2015. The effects of job satisfaction towards employee turnover in
the hotel industry: A case study of hotels in Kuala Lumpur City Center. J Tourism Hospit,
4(142), pp.2167-0269.
van Mourik, C., 2014. The equity theories and the IASB conceptual framework. Accounting in
Europe, 11(2), pp.219-233.
Xiang, M. and Li, L., 2017, May. The Optimal Design of Hotel Staff Incentive Compensation
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