Star Hotels Case Study Feedback and the Decision to Act Case Study

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Star Hotels that needs to be addressed and data I used to make this diagnosis

There seem to be several problems evident with the Star Hotel. These include decreased customer loyalty; greater shareholder expectation, low levels of job satisfaction and commitment; high turnover and difficulty recruiting talent; and lack of an integrated "people strategy." Reducing to any one single explanatory factor, we may say that perhaps the main problem lies with the characteristics and performance of senior leadership who, in turn, fail to motivate their staff.

The performance management process itself, for instance, is only given to exempt employees, not to hourly ones, and there is no link to compensation. Leadership development too is shifty with developmental plans being optional at the discretion of department managers whilst approximately 35% of exempt staff have their own optional developmental plan. Small wonder then that the majority of employees (41%) have no confidence in their leaders and with a huge 62% lacking, or possessing unfavorable reaction to leaders in senior positions (such s the Vice President and above).

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56% consider the senior leadership to be making no, or ineffectual, effort to competing effectively; 57% are dissatisfied with the way company data is transmitted; The problem seems to lie with the leaders in senior divisions rather than with supervisors who 43%, 50%, and 47% say, consecutively, listen to them, leads by example and provides with feedback. There is lack of cohesion too in the workplace (45%) and lack of recognition of performance (54%) as well as lack of opportunity to improve skills (52%) and lack of promotion (41%). 40% also said that they lacked resources needed to perform their task, although training and required information was satisfactorily provided. The main problem, in short, is that motivation is lacking in the workforce and workplace due, primarily, to characteristics and performance of senior leadership.

Recommendation for how to address the key issue

I would restore fuzzy employee goals, lack of communication, and poor motivation by ensuring that senior….....

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