INP201 Reflective Journal: Teamwork and Leadership in Hospitality

This reflective journal entry details the author's experience as a General Manager at the Regent Park Resort in Sylhet, Bangladesh. The author reflects on challenges related to employee morale, workload management, and cultural differences within the team. The journal highlights the implementation of group discussions, team activities, and policies like the Fair Works Act to improve team cohesiveness and address workplace issues. The author emphasizes the importance of emotional intelligence, open communication, and rewards systems in fostering a positive and productive work environment. The entry discusses the impact of these strategies on employee satisfaction, performance, and the overall success of the organization, referencing relevant literature on conflict management and customer relationship management in the hospitality industry.

Running head: HOTEL AND HOSPITALITY MANAGEMENT
Hotel and Hospitality Management
Name of the Student:
Name of the University:
Author’s Note:

2HOSPITALITY AND MANAGEMENT
I have been working as the General Manager at the Regent Park Resort. This resort is
located in the heart of beautiful city of Syllet at Bangladesh. This hotel is richly adorned with
the beautiful scenic beauty all around. This resort attracts a large number of guests from different
cultural backgrounds.
I saw that the moral strength of some of the employees was down due to the huge stress
off work. As the hotel was getting a large number of guests, it was really becoming tough for
them to manage all the work. Thus many of the employees were feeling upset and were making
mistakes. I learned that dividing the work among small groups is always very useful for
finishing it within the right time. I have also realized how the team leaders support us and make
sure that all the tough works have been delivered properly. Team cohesiveness is one of the
important team aspects that I have seen in this organization. As the general manager, I wanted to
make sure that all the team members are sticking together and thriving towards attaining a
common goal. I initiated group discussion and team activities. All the team members were
involved in the decision making activities and asked to give their opinion. Group thinking was
an integral part of the organization. I made sure that all the employees are divided into groups.
This lessened the work load. However there were also group conflicts due to the cultural
differences. The team was of a moderate size of 10 members. The norms to be followed were
equal respect and opportunities for all the members. Five members had to take up the role of
housekeeping and the rest five would take care of the reservations and bookings.
I arranged for cross cultural workshops and asked all the employees to take part in the
same. I also introduced the policies like Fair works Act, anti discrimination act so that none of
the employees face any workplace harassments. In order to maintain a fair team environment, I
followed the rewards and recognition system.

3HOSPITALITY AND MANAGEMENT
This was creating a negative impact on the reputation of the hotel. As I was the General
Manager, I had to take some step. Though I had some problems in communicating with large
number of people, I made it a point to communicate with all employees personally. I arranged for
special training sessions that would help the employees to carry on their work properly. I asked
all the employees to openly talk about their problems and also give their opinion. I divided the
work among all the employees in such a way that none of the employees feel over burdened.
Thus, the employees were able to do the work properly and thus earn the overall good will of the
hotel.
Building up emotional intelligence is one of the most important things that I have
learned. The managers called each of us to the meetings and asked for our feedback. I was often
suffering from a bad mental condition. I could not manage the work properly and often there
were unwanted outbursts of emotions and anger. However I realized that this is affecting my
performance. I decided to take some rest whenever I am getting some free time from my work.
Emotional strength is one of the basic aspects of a proper working culture. Thus, I made sure that
I am being able to communicate with each of my team member and also boost up their emotional
strength. This made the employees happy and cheered up I made sure that all the employees are
getting proper rewards due to their efforts. This helped the employees in getting the motivation
to carry on with their work properly. This has really helped in the overall success of the
organization. As the employees were happy, they gave in their full potential and the work was
done properly.

4HOSPITALITY AND MANAGEMENT
References
Jung, H. S., & Yoon, H. H. (2018). Improving frontline service employees' innovative behavior
using conflict management in the hospitality industry: The mediating role of engagement.
Tourism Management, 69, 498-507. Available from
https://doi.org/10.1016/j.tourman.2018.06.035
McIntosh, A., & Harris, C. (2018). Representations of hospitality at The Special Needs Hotel.
International Journal of Hospitality Management, 75, 153-159. Available from
https://doi.org/10.1016/j.ijhm.2018.05.021
Rahimi, R., & Gunlu, E. (2016). Implementing customer relationship management (CRM) in
hotel industry from organizational culture perspective: case of a chain hotel in the UK.
International Journal of Contemporary Hospitality Management, 28(1), 89-
112.Available from https://www.emeraldinsight.com/doi/abs/10.1108/IJCHM-04-2014-
0176
Suess, C., & Mody, M. (2017). Hospitality healthscapes: A conjoint analysis approach to
understanding patient responses to hotel-like hospital rooms. International Journal of
Hospitality Management, 61, 59-72. Availablefrom :
https://www.sciencedirect.com/science/article/pii/S0278431916301591