Moral and motivation report - Working with people in teams.
TERMS OF REFERENCE
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I Amanda Robinson, Assistant Personnel Manager with James Watt Hotel,
have been asked by the Personnel Manager to submit a report on the
subject of Moral and Motivation within the organisation. This report
is a result of problems that have been highlighted by a preliminary
survey conducted by an independent body. Report to be submitted by 28
January 2003.
PROCEDURE
After studying the preliminary report I spent 2 weeks researching the
problem of Moral and Motivation within the hotel. My research took the
form of observations and face-to-face interviews. Also researched were
the personnel records of staff within the hotel.
My observations gave me insight into how staff interacted with each
other, management and our customers.
Face- to- face interviews randomly selected from various departments
within the hotel gave me great insight into more detailed problems and
grievances felt by a number of staff.
My reasoning for researching personnel records was to collect
information on indicators of low moral such as level of absenteeism,
level of grievances, incidence of complaints and the high level of
staff turnover.
FINDINGS
The following problems have been identified from the preliminary
survey conducted by an independent body.
* Staff believe they are overworked.
* Staff believe pay is low.
* Staff believe promotion prospects are poor.
* Staff believe little/no training is given.
* Staff believe they are not encouraged to air grievances.
* Staff perceive a "them and us" attitude between them and
management.
* Staff believe communications are very formal.
* Staff are concerned that they are not consulted when new
investments/equipment is ordered.
* An analysis of customer complaints suggests "unpleasant
atmosphere" "miserable staff" and "poor service" throughout the
hotel.
The survey also revealed a wide cross-section of managerial styles.
Some members of management were only concerned about getting work
completed, with no regard to the welfare of employees, some were
concerned with only the welfare of employees with no concern for the
standard of work, and then a few were neither concerned for the
employees or the standard of work.
After spending 2 weeks conducting my own rese...
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...peak at length.
It helps employees to unload problems and it's believed that the
employee benefits psychologically. Outside agencies should be used to
give the interviews to eliminate interviewer bias.
EXIT INTERVIEWS- This is given when an employee is leaving the
organisation. This benefits the organisation as they receive a more
honest reply as the leaving employees feels he can speak more easily.
This can provide essential information on moral and motivation
problems throughout the hotel.
CONCLUSION
Simply by making a few adjustment in our working procedures can have
great impact on others. Simply by saying please and thank you can lift
a person's spirits. At the end of the day the loser is the hotel, as
customers just wont return. It is vital to remember that all changes
must be on going and monitored to judge their effectiveness. Remember
that a happy customer will tell only 3 people, whereas an unhappy
customer will tell nine other people. For the continued success of
this organisation we cannot ignore these problems.
For clarity on any aspect of this report please do hesitate to contact
myself, Amanda Robinson, Assistant Personnel Manager, ext 1888
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