Question

When Nguyen joined Majestic Hill Resorts hotel about six (6) months ago as maintenance manager, he was eager to make some changes to earlier practices such as: his maintenance department shall be responsible to check all doors (including guests' rooms) to ensure that they could be locked properly and not solely relied on reports made by the house-keeping staff.

An incidence was lodged by a hotel guest, Nhat that he has lost some valuable items in his room when he woke up in the morning and found that his door was not locked properly. Nhat claimed that he has locked and put on the security chain (or latch) before he went to bed.

Upon investigation by the hotel security manager, Luong, he did not find any sign of forced entry or damage to the lock. He only noticed that the security chain could come off easily if it was not properly latched and also the door lock could not locked properly if the door was not pulled tight. However, when he checked with the house-keeping staff, Anh, who was responsible to perform room cleaning service a day earlier, she suddenly remembered that she has to pull hard a few times before she could lock that particular room occupied by Luong after she has done the necessary house-keeping. She did not report this matter to her supervisor as she remembered what Nguven has told his maintenance staff a few months ago that they should not rely on reports made by others before any action to be taken especially the door rocks and security chains in the guests’ rooms.

Question 1. Discuss the above case in terms of organizational structure and motivation. [ 20 marks

Question 2. What would you do if you were the general manager of Majestic Hill Resorts hotel? Justify your discussion with ANY TWO ( 2 ) related OB topics studied. Your answer should be different from the discussion provided in Question 1 as above. [ 20 marks )

Answer 1

Answer -1) Here the above case denotes a bureaucratic organisation led by the Nguyen. Basically a bureaucratic organisation is something when decisions are taken on authority and command. The instructions given by Nguyen were very clear that his maintenance department shall be responsible for all the doors and lock systems. They didnt include any participation of other departments .The organisation structure was very rigid and not flexible.Modern organisation theorists like Lim, say that efficient ORGANISATION structure is dependent on what strategies managers like Nguyen makes and amount of authority divided among employees. Clearly here Anh, the maintenance staff saw the problem with the lock and door, but didn't report it as she had low motivation because initially it was told that her reports would be given no value , so didn't feel any responsibility to do about it, but it was also not right by Ahn to neglect the issue . She should have informed this to her manager. This shows a lack of motivation

This is a clear example where Nguyen made the policies so strict that their was no horizontal or vertical communication between the employees or with the manager.

Answer-2) If I would have been the general manager of Majestic Hill Resorts Hotel , I would not be eager to make changes. I would first analyze what is customers want, what does the employees want and then take proper actions benefical for future

And secondly, i would make employees more committed towrads their job and stop mistreatment in the organistion.

The first point shall be decision making where managers should make decisions properly and not abruptly .Their decisions should be

Rational and logical and should be beneficial for the organistion as a whole

The second point will be to make EMPLOYEES more committed towarda their job, making them more satisfied with their and stopping mistreatment. When Nguyen authorized that maintenance department report's should be given of no value, somewhat they were mistreated because they are also a essential part of the organistion, and this was a insult to them.