The Chelmsford Hotel Essay Example

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Scenario A: What are the benefits and drawbacks of a family-owned business? From an HRM perspective how can the organization capitalize on the benefits and minimize or eliminate the drawbacks?

There exist a number of family owned businesses such as the one in this case The Chelmsford Hotel and they are faced with a number of benefits and at the same time with a number of drawbacks. A major benefit of a family owned business is that it has next-generation ingenuity. A great number of organizations are bound to loose their competitive advantage and mostly when the leaders lose their touch with the much younger generation in the market. A family business will likely keep its edge naturally and more so when they bring in the next generation to the business (Cadden & Lueder, 2012). For example this seems to be an advantage at The Chelmsford Hotel since they are already grooming their next generation to manage their business in the years to come. Based on the case study Michael who is Chad’s and Cindy’s son has already graduated with honors and he now works as the sales and operations associate at the Chelmsford Hotel. Brandon who is Michael’s brother is already enrolled in culinary arts program. The case study also states that Julie who is Jeff’s daughter is almost finishing her studies and Jeff believes that she will be the next CEO and thus the need of a solid background in all the aspects of managing the hotel. Another benefit is that there is a lot of loyalty (Cadden & Lueder, 2012). The family owned business seems to be ideal since the members of the family will form a grounded and loyal foundation. This case seems to be depicted well by Michael, Cindy and Jeff since they spend a lot of time in managing the business.

There also exists some drawbacks to family business and a major one is that possible inadequacies. This means that some family members may even be promoted even when they lack the essential skills for the job (Cadden & Lueder, 2012). This is evident when Mildred a long serving housekeeping employees states that “Jorge is a brother-in-law to Dale in catering, and Dale is Cindy Mitchell’s brother. So there you are. Of course Jorge got the job. He’s practically related to the top.” Another drawback is that there may be succession dispute among the family members. This drawback will eventually occur in the future since Jeff thinks that her daughter Julie is well suited for the CEO post and at the same time Cindy and Chad believe that their son Michael should be the one taking up that post.

A major way of capitalizing on the benefits and eliminating or minimizing the drawbacks is ensuring that promotion is done based on merit as opposed to promotion based on who you are related to on the top. By doing so, this will ensure that there are less conflict between the employees since the right mode and manner of promotion was applied when promoting employees. Additionally, the next generation of employees who are likely to take up the business should be groomed at an early stage by being engaged in the day to day running of the organization. This will play an essential role by ensuring that they have adequate knowledge to run the organization in the future since they will have a substantial amount of knowledge in relation to the business and be able to handle challenging situations when they arise (Collings & Wood, 2009).

Scenario B: What are the minimum employee behavior policies that need to be established? How would you recommend these new policies be implemented and communicated to employees?

An employee behavior policy mainly outlines the manner in which the employees in an organization irrespective of their title of description are expected to behave. The Hotel does not have structured management and employee policies in place and for the multiunit organization to be a success they need to ensure that structured management as well as employee policies. Some of the employee behavior policies that need to be established relate to the issuance of an employee handbook and the book will contain information related to the formulated policies and procedures that the employees are expected to follow at all times (Klerck, 2009). Another policy that needs to be addressed relates to the disciplinary and grievances procedure. Employees in an organization need to know that when they fail to adhere to the policies they are likely to face disciplinary procedures and this need to be done without favor since a great number of the employees are related to each other in one way or another. For instance, there need to be disciplinary actions for missing work and working to work late. In regard to the grievances there need to be an establishment of a formal way of reporting any kinds of grievances. This needs to be the case since when some issues are reported not much emphasis is put on the issue of the person being reported to have some relations with the person being reported. This formal grievances procedure will ensure that there is an effective culture at the Hotel in that issues raised will be dealt with in the most consistent and fair manner (Klerck, 2009).

Since the policies will be something new in the organization the change need to be communicated to the employees in the most effective way to ensure that there is a successful and smooth transition. The best way to communicate this changes and implementation of new policies is ensuring that you are clear and honest about the policies and the reasons for implementing the policies. There should also be a consideration of the emotional impact of the policies and the relationship between the policies and the employees. Additionally there should be a communication of how the policies will be implemented and what is expected of the employees. The policies implementation should also be communicated by those in leadership positions at the hotel and to achieve best results there should be a two way communication. The most effective way of implementing the above proposed policies is by publicizing the policies and this entails the writing down of the policies and then making them available to the employees. This step will be followed by training the employees about the policies. As an organization, the hotel and human resource manager has a role to play on offering adequate information, supervision, instruction and training to the employees in relation to the policies to be implemented. This will be followed by supervision to ensure that the policies are being implemented in the right manner by all employees (Anderson & Anderson, 2001). Follow-up will also be made to ensure that failure in adhering to the policies is addressed on a timely manner.

Scenario C: Create a staffing plan for the hotel/s that corrects current staffing issues and addresses staffing needs as the organization expands.

The following plan will be used to address the staffing issues and address the staffing need as the hotel expends further. Through this staffing plan the hotel and restaurant will have enough number of staff to cater for the needs of their clients and ensure satisfactory service to them (Holmes, 2012).

Skills required

Number of staff required

  • Excellent in management of the organization

  • An effective leader

  • Good in establishing relations

Vice President

  • Excellent in management of the organization

  • An effective leader

  • Good in establishing relations

  • Good communication

  • Negotiation

  • Organized

  • Good in conflict and problem management

  • Dual focus as well as discreet and ethical.

House keeping

  • ability to encourage other staff members

  • good organizational skills

  • sturdy communication skills

  • Attention to every detail.

  • ability to deal with emergencies and problems in the most effective manner and make effective decisions

  • numerical ability

Front desk

  • exceedingly skilled in registering, greeting, and assigning rooms to guests

  • ability to assist the guests in making or cancelling reservations

  • Skillful at computing bills and collect payments.

  • Hands-on experience in relation to the keeping of records in regard to the availability of room

  • Skillful in book keeping

  • Demonstrates the ability to appraise accounts and charges during their check out and

  • tremendously capable of addressing inquiries in relation to the services of the hotel, booking in of guests, and offering shopping, leisure, dining as well as travel directions.

Valet parking services

  • skilled in offering full parking services to the customers

  • In-depth familiarity of operating all kinds of vehicles

  • confirmed record of parking and taking automobiles to and from selected areas

  • offering detailed and accurate information about services

  • Ability to maintain a clean appearance in the assigned areas and surrounding area of the parking facility.

  • Wide-ranging knowledge of tackling the various service needs of the guests in an encouraging, expert and timely manner.

Engineering and facilities maintenance

  • Ability to work as a team with the other members in the department

  • A strong and analytical mind

  • Paying a lot of attention to details

  • Have outstanding communication skills and

  • Have a strong desire to learn.

Management and administrative staff

  • have knowledge as well as understanding of the mechanics of their specific role

  • Clear understanding of people and being able to efficiently work with others.

Room Service

  • Skillful in cleaning rooms based on standards

  • Capable at making certain each guest room adhered to the conventional level of sanitation

  • good communication skills and being friendly to the guests

  • Effectively handle the individual requests in a manner that guarantees the contentment of guests.

  • Ability to maintain a professional appearance as well as behavior at all times

  • Willing to assist other colleagues with their work duties to ensure effective delivery of their services to the guests.

Scenario D: What elements need to be included in a performance management plan? How should employee complaints be handled?

The elements that needs to be included in the performance management plan for the Hotel includes planning and expectations setting, monitoring, development and improvement, periodic rating as well as rewards as well as staff compensation. In relation to planning and setting of expectations the goals to be achieved need to be set, the means of evaluating the goals also need to be clear and the time frame also need to be outlined and followed (Nielsen, 2013). The other element is monitoring and the hotel need to make use of performance management tools as well as techniques that are available to keep track of the ongoing progress of the employees. The other element relates to development as well as improvement. After monitoring of the employees for a certain period of time and through the use of the various monitoring tools, the human resource manager needs to encourage further development and improvement. For those employees who are on target, the performance manager needs to encourage him or her to assist in exceeding and surpassing the identified goal. This will be based on the notion that successful performance management strives to achieve more (Holmes, 2012). This is followed by periodic rating. It is not advisable to wait until the final days of the performance management, in the interim period it is of great importance that some kind of rating or feedback is given to assist the employees in realizing where they are on the right track in achieving their final goal. The last element that needs to be included is the rewards and compensation. This stage seems to be the most essential one since the organization that want their employees to achieve and develop they should feel that they are being recognized and appreciated. This means that there should be offered with something so as to encourage them for the next performance management period.

The best way of handling employee complaint is by using the fowling steps and they include having a system in place, consider outsourcing the complaint process, impartial investigation, addressing the complaints and taking any necessary actions. In regard to having a system in place the employees need to be offered with various options of reporting the complaints for example in-person, by text, by phone or via emails (Gomez-Mejia, David & Robert, 2008). In regard to the outsourcing of the complaints process it assures and makes the employee feel comfortable and at ease for any fears of retaliation from the accused. Investigations also need to be done to look into the file complaint and issues related to theft, harassment; violence and discrimination should be addressed immediately. If the complaint is found to be true based in the investigations carried out the necessary actions should be taken based on the set company policies in place to avoid legal battles for instance of employees feel that they were terminated unlawfully.

Scenario E: How can these employee problems be resolved? What policies and procedures should be implemented to integrate the new employees and to create a high-performance work team at the Garden Terrace Restaurant?

There seems to be problems between the old and new employees since the old employee feels that they were not involved in the changes that were implemented and they also do not like the new servers. The new workers also have the feeling that their work experience is not being respected and they term the old workers as mean and not willing to help them and these problems needs to be addressed so as to achieve the best. The problems need to be addressed by first finding out what the real issue or problem is between the old and the new employees. This will entail meeting with the employees in a private room and setting some time on the current situation. Listen to what both parties have to say (Bowling & Beehr, 2006). This is followed with a clear identification of the steps to be followed in solving the problem. Offer the employees with an opportunity to state the proactive steps that they should take to end the problem. If the problem seems to be adverse it would be effective to use the services of a professional mediator to assist the new and the old employees in resolving the problems that exists between them. For instance, the new and old employees should do their allocated duties in the most effective manner since it seems to be a major issue. For instance, the reason for Greg and Estelle’s conflict is that Greg accuses Estelle’s of not doing her job of checking the plates properly which at times leads to incorrect guest order. The last step is the evaluation of the success of the recommended solution to the problem (Liu, Spector & Shi, 2007). In relation to this a follow up meeting should be set up between the new and old employees to determine if the problems between them were resolved. It would also be effective for the manager to keep a close eye and discuss with either of the parties who seems to be not keeping up with the deal. To ensure that new problems do not come up the restaurant need to focus on building a united team and this will be achieved since the staff will be closer together.

The following policies and procedures need to be followed to ensure that new employees at the restaurant are integrated and at the same time there will be a creation of a high-performance work team at the Garden Terrace Restaurant. Advice need to be offered to the new employees and their superiors. The human resource manager will inform the employees and ensure that they participate in the induction and on-boarding programs upon commencement. The new employees will also be expected to participate in the induction program and also in a work are orientation program. This will ensure that they bound with the already existing employees in the creation of a high performance work team since they will be interacting the other employees and seeking additional assistance, information and clarification where need be and mostly these should be done by a mentor assigned to the new employee. Another procedure relates to appropriate following of the procedures in place (Bond & Hollywood, 2009). In regard to these the new employees need to be inducted on how to use various resources and introduce them to the important relationships in an organization and offer advice of how to build relationship with others in the organization.


Anderson, D., & Anderson, L.A. (2001). Beyond Change Management: Advanced Strategies for Today’s Transformational Leaders. San Francisco: Jossey-Bass/Pfeiffer.

Bond, S. & Hollywood, E. (2009). Integration in the workplace: Emerging employment practice in age, sexual orientation and religion or belief, Employment research institute. Retrieved 15 March, 20015, from

Bowling, N. A., & Beehr, T. A. (2006). Workplace harassment from the victim’s perspective: A theoretical model and meta-analysis. Journal of Applied Psychology, 91(5), 998-1012.

Cadden, D., & Lueder, S. (2012). Small Business Management in the 21st Century. Washington: Flat World Knowledge.

Collings, D., & Wood, G. (2009). Human resource management: A critical approach. London: Routledge.

Gomez-Mejia, L., David, B., & Robert, L. (2008). Management: People, Performance, Change. New York, USA.

Holmes, L. (2012). The Dominance of Management: A Participatory Critique. Voices in Development Management. Farnham: Ashgate Publishing Ltd.

Klerck, G. (2009). Industrial relations and human resource management. London: Routledge.

Liu, C., Spector, P. E., & Shi, L. (2007). Cross-National Job Stress: A Quantitative and Qualitative Study. Journal of Organizational Behavior, 28(2), 209-239.

Nielsen, P. (2013). Performance Management, Managerial Authority, and Public Service Performance. Journal of Public Administration Research and Theory.