Organisational Behaviour in Hospitality Industry

In: Business and Management

Submitted By karenpeng
Words 2049
Pages 9
Organisational Behaviour in Hospitality Industry
BY GORICA STANISIC NOVEMBER 20, 2013

Lashley and Morrison (2000) have produced definition of hospitality industry; which they see it as, compromises of commercial organisations that specialise in providing accommodation, food and drink through voluntary exchange, and highlighted that the issue of human exchange is a hart of the hospitality concept. Barrows and Powers (2009) have pointed out that hospitality industry includes hotels and restaurants and other kinds of institutions that offer shelter or food or both of them to people away from their homes. Research conducted by Hayes and Ninemeier (2009) have stated that hospitality industry has often been described as a people business. Hospitality industry is UK’S fifth largest employer and plays vital role in UK industry, employing more than 2.4 million people. Hilton Hotels Corporation is the leading global hospitality company with more than 3,000 hotels in over 74 countries (Hilton Worldwide; 2012).
Understanding group behaviour in an organisational environment is a challenge and great managerial tasks. A leading author, Mullins (2007) has pointed out that organisational behaviour is concerned with study of the behaviour of the people within organisation. In his research Singh (2007) argued that organisational behaviour is a way of thinking and it is directly concerned with understanding, prediction, and control of human behaviour and application of knowledge in the organisation.
Following, Fox (2006) has stated that organisational behaviour refers to people behaviour in the groups within the working environment and the behaviour at the organisational system level. The organisational behaviour is important for standpoint of practical and theoretical consideration in organisation, according to Mullins (2008). Furthermore, Singh (2010)…...

Similar Documents

Organisational Behaviour

...MGT219 Organisational Behaviour Case Study Gap, Next and Marks & Spencer in Sweatshop Scandal Story of case study Gap, Next and Marks & Spencer’s suppliers in India have been found paying low wages to workers and force them to work extra long hours. Workers told the Observer that the factories are usually hire them through middlemen, from whom they are paid “as little as 25p an hour, in the case of Gap and Next, and 26p an hour for M&S”, and they are forced to work 16 hours per day with only 2 thirty-minute breaks. For workers who refuse to do extra long hours would be asked to find new jobs or even get beaten up. "We need to work for the money and if we don't the company will kick us out, said Bitthu, 26.” Since workers have to work till late at night, their children are left at home along and many are roaming on the streets. A 6-year-old girl, Bubli, told the observer that her parents were both out working and they usually leave the house at 8am and return home after 10pm. Her 11-year-old sister was left in change while their parents were working. Because of the low wages, many families cannot afford £5.50 a month (which is 10% of their salaries) to send their children to school. However, all three companies claim that they are “totally committed to ethical trading” and abuses are not allowed in their supply chains, also, certain actions had been taken to solve these problems. (The Observer 2010) Sweatshop Definition The U.S. General Accounting......

Words: 4002 - Pages: 17

Organisational Behaviour

...Task 1.1 Draw on the content from module 1 and 2 to conduct a critical analysis of the two job related attitudes: job satisfaction and organisational commitment as they manifest in this case. Work related attitudes are thought of as an important measure of tendencies that an employee may have towards: another person, event, product or process (Marr 2002). The most commonly analysed attitudes at work are: Job satisfaction and organisational commitment. Job satisfaction being the degree to which individuals feel positively or negatively about their work (Wood et al 2013) and can be thought of as an emotional state resulting from a self evaluation of job experiences (Locke 1976) Organisational commitment is the sharing of beliefs and values of an organisation (Meyer & Allen 1991). Hulin (1991) noted considerable overlap between the two attitudes: job satisfaction and organisational commitment, the only difference being their targets, the target of job satisfaction being the satisfaction of one position and the target of organisation commitment being the organisations success (Hulin 1991) In the “Geeks of Chic’ case study there are many work attitudes displayed which indicate different levels of job satisfaction and organisational commitment. Organisational change through the amalgamation, downsizing, remuneration, promotion and hiring processes has been the contributing factor to the varying attitudes and commitment. The local government team is made of 6 people the......

Words: 3203 - Pages: 13

Hospitality Industry

...help drive revenues. Focusing on the strategy, marketing, HR and IT aspects of services management can help the hospitality industry immensely. This timely book covers the various aspects of the hospitality industry and services management. The first section describes the status of the hospitality industry in India. The first paper gives an overall view of the hospitality industry in India in terms of consumer adaptiveness, brand recognition, consolidation, demand/supply, HR, marketing, finance and infrastructure related aspects. The other papers in this section discuss aspects such as the role of environment safety and security, the role of organisational leadership in the Indian hospitality industry, and the growth and scope of the industry with special reference to the Indian tourism industry. However, there is a lack of flow in the text. The next section deals with HR issues in the hospitality industry, providing a lucid explanation of factors that go into choosing competency modelling techniques in India and the UK. The four papers in this section cover the issues of employee motivation and empowerment, the costs associated with staff turnover in the hospitality sector, and approaches to mapping competencies and identifying appropriate HR strategies in the sector. The third section is devoted to strategic implementation issues involved in the hospitality industry. The first paper explores the practical and research implications of a study undertaken to identify the......

Words: 470 - Pages: 2

Organisational Behaviour

...STUDENT DETAILS ACAP Student ID: 163306 Name: Helen Colleen Moir Course: Bassix ASSESSMENT DETAILS Unit/Module: Organisational Behaviour Educator: Dr Maria Mullins Assessment Name: Case Study Assessment Number: 2 Term & Year: Term 1, 2013 Word Count: 1999 DECLARATION I declare that this assessment is my own work, based on my own personal research/study . I also declare that this assessment, nor parts of it, has not been previously submitted for any other unit/module or course, and that I have not copied in part or whole or otherwise plagiarised the work of another student and/or persons. I have read the ACAP Student Plagiarism and Academic Misconduct Policy and understand its implications. I also declare, if this is a practical skills assessment, that a Client/Interviewee Consent Form has been read and signed by both parties, and where applicable parental consent has been obtained. Introduction This essay will look at Clothing Company Pty Ltd, an organisation that has undergone change since its inception. The culture of the organisation will be examined, as will the leadership style. This essay will also examine the relationship between motivation and performance with the Clothing Company (CC Inc.). This essay will examine how the management style impacts on an organisation undergoing change. CC Inc. was formed by 2 Australians in the 1970’s, both keen to earn a living while living at the beach (Waddell, Cummings, Worley......

Words: 2532 - Pages: 11

Organisational Behaviour

...Sample Assignment Assignment front sheet Qualification | Unit number and title | Pearson BTEC Level 5 HND Diploma Business | Unit 3: Organisations and Behaviour | Student name | Assessor name | Date issued | Completion date | Submitted on | 11th March 2013 | 4th April 2013 | | Assignment title | OB1: Culture and Management Style (1 of 3) | Learning Outcome | Learning outcome | Assessment Criteria | In this assessment you will have the opportunity to present evidence that shows you are able to: | Task no. | Evidence (Page no) | LO1 | Understand the relationship between organisational structure and culture | 1.1 | Compare and contrast different organisational structures and culture | 1 | | 1.2 | Explain how the relationship between an organisation’s structure and culture can impact on the performance of a business | 1 | | LO2 | Understand different approaches to management and leadership | 2.1 | Compare the effectiveness of different leadership styles in different organisations | 2 | | 2.2 | Explain how organisational theory underpins the practice of management | 2 | | 2.3 | Evaluate the different approaches to management used by different organisations | 2 | | Learner declaration | I certify that the work submitted for this assignment is my own......

Words: 1747 - Pages: 7

Organisational Behaviour

...accumulated from the efficiency savings to reward staff? Poor economic conditions in the past two year have provided a solid rationale for the psychological contract between Mark and this staff for no wage increase, but do employees still consider these reasons to be a sufficient cause not to have a wage rise now? Also, a lot of Mark’s deliberations are focusing on the underperformers and this may be blinding him to the justice of rewarding the higher performers. In the end, Mark chooses to design a reward system that will improve the behaviour of all employees. • Instigate a new performance review – all start with a clean slate. • A new incentive scheme that will focus on core behaviours and valued outcomes, like customer service and commitment • Explain the program to all staff and the ultimate need to improve customer service in order for the business to stay alive • Ensure that employees who perform valued behaviours and achieve valued outcomes can be rewarded throughout the year with cash or other prizes. • Non-financial considerations can also be effective. The introduction of an employee award scheme where employees can nominate each other and receive instant recognition would work. • Benchmark standards of customer service in relevant comparator companies • Introduce regular reviews of performance of all staff to ensure quality of customer service is being adhered to. • Move out staff who do not adhere to the new standards • Consider......

Words: 3944 - Pages: 16

Hospitality Industry

...The Hospitality Industry – Unit 1, Task1 In this booklet, I am going to be going in to detail of seven different businesses within the Hospitality Industry. I am going to be including; turnover, number of businesses, number of employees, products, services and facilities. The Hospitality Industry in the UK is a broad and varied Industry, ranging from worldwide corporations to single person organisations. People can do more than eighty different jobs within the Industry. There are twelve other different sectors of the Hospitality Industry: Sectors of the Hospitality Industry Hospitality Services Pubs, bars and clubs Gambling Contract catering Membership clubs Hostels Holiday parks Self catering Visitor attractions Tourist services Travel services Events You can see that from the twelve different sectors of the Industry, that it is a very large, vast and broad Industry. Each individual sector is big in itself, meaning that there are many holiday parks, membership clubs, hostels etc. There are different jobs within each sector and many people are employed within each sector. One Hotel: The hotel I have chosen is Q Hotels; they are a budget chain hotel all over the UK with 21 unique 4 star hotels. They are situated in many different areas of the UK, with some in the countryside and others in the heart of the city. The dedicated staff caters to every individuals needs, whether it is the fussy ones or arranging a conference of over 150 people.......

Words: 1245 - Pages: 5

Organisational Behaviour

...Organisational behaviour Module Code: SID: Date: Word count: MOD001120 3064 1 1.1 1.2 1.3 Introduction .................................................................................................... 3 Context....................................................................................................................................................... 3 Purpose of studying this topic ......................................................................................................... 3 Aims and objectives of assignment................................................................................................ 3 2 3 3.1 3.2 Methodology .................................................................................................. 4 Case description .............................................................................................. 5 Description of #company# ............................................................................................................... 5 Context....................................................................................................................................................... 5 4 4.1 4.2 4.3 4.4 Literature review............................................................................................. 6 Context..........................................................................................................................................................

Words: 3736 - Pages: 15

Organisational Behaviour

...People and Organisations (Organisational Behaviour: Culture) This report will discuss about two given articles; the key findings of each article, context of each article, the relationship between the context of articles, similarities and dissimilarities between both the articles and also attached with a summary of both the articles as an appendix. Findings of each article According to the research by MacIntosh & Doherty (2007), in a fitness industry organizational culture plays a major role for the client satisfaction and also in retaining them. Though the corporate values such as performance, peak attitude and fitness plays a major role in a fitness industry, the most significant value is the integrity of an organization with respect to the client’s perspective (MacIntosh & Doherty, 2005). Integrity of an organization is that it will do what it says enhancing client satisfaction and will help in keeping the clients for long time. Though performance is considered to be the major value in an organization culture, according to the findings of this article, it is perceived that it has less significance with that of client satisfaction. It may be an initial attraction for a client to join a fitness organization, but in order to retain them the attitude of the staff towards the client has a greater impart in client satisfaction and retention (McCarthy 2004). The client perception and the staff perception of organization culture have some variations which are expected......

Words: 1768 - Pages: 8

The Hospitality Industry

...brief description of the hospitality industry in UK along with its size, scope and diversity in order to convince the panel of potential investors to invest in the hospitality industry. My management consultancy firm was asked to produce a formal report focussing on the foreign business people to help them to decide whether to invest or not in particular sector of the industry for the coming London 2012 Olympic games. It will provide them a brief description of different ownership styles, management styles as well as organisational structure of several different sectors of the hospitality industry. Moreover, it will also provide the detail analysis of current trends, issues and recent developments within the industry. There are different sectors in the hospitality industry like hotels, restaurants, clubs and bars, contract catering, casinos etc. The particular sector that I am going to focus is the accommodation sector i.e. hotel and I am presenting the ideas that i have generated while doing the research. INDEX PAGE Executive Summary…………………………………………2 Definition of hospitality industry……………………………4 Scale, scope and diversity…………………………………...5 Organisational Structure……………………………………..6 Contemporary issues…………………………………………7 Changes in last 20 years……………………………………...8 Current trends…………………………………………………9 Conclusion…………………………………………………….9 Bibliography………………………………………………….10 Definition of hospitality industry Hospitality industry is a very broad industry. It is not always easy......

Words: 3081 - Pages: 13

Organisational Behaviour

...Discuss the importance of studying organisational behaviour in your own words. Give examples to support your answer. Organisational behaviour can be defined as a study of behaviours which deals with the collision that people, faction, individuals’ and arrangements have on human behaviour contained in an association or business. Learning about the organisational behaviours can tend to help in comprehending and foreseeing human actions in an organisation. To begin with, there are number of reasons that make organisational behaviour happens to be important in an organisation. Firstly, it is important so that the employees are in a better position to arrange and deal with the new environment of their workplace and also suit themself with the latest innovations and personnel’s and eventually leading the organisation to operate efficiently and effectively in day to day operations. For instance, if a group of employees have been recruited from a delivery department to a financial department then those employees have to adopt the new working environment and techniques and also be in a stable manner to effectively liaise with the new workforce. If failed to adopt that working environment can lead to heavy disruption in that department. Furthermore, nearly every organisation has only one definitive objective which is to maximize their profit level each year just through producing attractive goods and services that would satisfy the customers’ requirements. In order to promote a......

Words: 579 - Pages: 3

Organisational Behaviour

... CONTENTS PAGE Title Page 1.0 Choosing a different Organizational Culture and Structure 2 1.1 Organizational Structures 4 1.2 Organizational Culture 7 1.3 The Relationship between Organisational Culture and Structure 8 1.4 Individuals Behaviour in the Workplace 8 2.0 Leadership Styles 9 2.1 Organisational Theory and Management 11 1.0-Choosing a different Organizational Structure and Culture When considering changing an organizational structure and culture of a company it is best to first to consider the external environment that the business operates in. Insurance Group PLC (IGP) operates in the insurance market, so therefore it is needed to consider structures and cultures that will allow the business to be flexible to its climate. The insurance market is susceptible to change, for example in the last past 3 years we have seen changes in the law banning......

Words: 3947 - Pages: 16

Organisational Behaviour

...what they need, without paying too much and they will always receive the best quality and service. Within Thistle Hotels there are 5727 bedrooms, 265 meeting rooms and 13 Otium Health & Leisure Clubs. Hospitality Assured have given full accreditation and Thistle Hotels are the first full service hotel group to receive this in the UK. The company is run like few other hotels, GLH own each Thistle Hotel and then they are leased out to another company/person, who is expected to run each hotel within the guidelines of GLH management but also gives each party benefits. They call there managerial model, general management with an entrepreneurial approach. They want The person in charge of GLH is Mike Denoma, who is the chief executive who joined the company in 2012. He has numerous other members of the management team around him. See appendix 1 As is the case with any company that has a parent company, Thistle Hotels decisions are made by GLH Hotels. As a whole GLH are trying to give the responsibility of running each hotel back to the General Management teams. It is up to each GM to understand they also are fully accountable for the delivery of profit or loss. GLH will always help the management with understanding consumer trends and up to date with current industry processes. The management therefore has the time to make sure there staff are happy and everything is running correctly, this is important to the staff to show them that the management are approachable......

Words: 1839 - Pages: 8

Organisational Behaviour

...NAME STUDENT NR PROGRAMME ASSIGNMENT 1 DATE VISVANATHAN NAIDOO 132124 PGDBM ORGANISATIONAL BEHAVIOUR 01 APRIL 2016 Table of Contents Question 1...................................................................................................................... 1 Question 2................................................................................................................ 2 – 3 Question 3................................................................................................................. 4 - 8 Question 4............................................................................................................... 8 - 10 References ................................................................................................................... 11 Question 1. The applicable leadership theory portrayed by Norman Brinker was the Leadership substitute. It is at times leadership will be unnecessary due to the presence substitutes. This model suggests that under certain conditions managers do not play a leadership role because members perform at a high level without a manager influencing them. Brinker’s philosophy is that “winners attract winners”. He surrounded himself with people who believed in themselves and are successful. People who are terrific individuals and who want to perform better thus making success contagious. He developed a culture driven by integrity, teamwork, passion and commitment to all patrons to......

Words: 1853 - Pages: 8

Organisational Behaviour

...(1996, page 43) once stated that “the great enemy of communication is the illusion of it”. It is important to constantly review the communication systems to ensure the correct and clear messages are efficiently transmitted in the correct way, as the circumstances under which a business communicates constantly change. For ‘Amway’, this means that different communication media are required for a range of purposes. Therefore communication skills are one of the most important key skills every business must learn. Motivation has been defined by Drever (1974, page 15) as “phenomena involved in the operation of incentives and drives”. It is a process present in everyday life function with a role of satisfying unsatisfied needs and directing behaviour. Without motivation, employees would simply not care about outcomes, accomplishments and success. Over the years many researchers focused on understanding what motivates employees to work effectively. The reason is that as Pepitone and Bruce (1998) stated, “employees are the greatest assets of the organization”, and they have their own drives and needs and so the manager must recognise these needs in order to motivate them to work the best of their abilities. Motivation uses motivators to make the employees achieve certain goals set by the business, which can be intrinsic or extrinsic. Intrinsic motivator, is driven by an interest and enjoyment in the task itself, existing from a person’s desire to do something, without being......

Words: 3412 - Pages: 14

TECNO T371 - 2.4 Dual Sim Mobile Phone - GREY -11% KSh 2,399 KSh 2,699 (14 Offers from KSh 2,399 ) (2) Buy now | Mr. Mercedes | Detective Conan The Raven Chaser 2009 m-HD BluRay AAC x264-ghost.zer...