Research Objectives For Staff Management In Hospitality Industry

Literature Review

The assessment pertains to consider the staff issues in biggest nightclubs, bars, restaurants, and hotel in Sydney, Australia. It is evident the Sydney is known for its restaurant, bars, and nightclub and enjoys a global presence from all parts of the world. Yet bars and restaurant industry are facing a downfall in terms of industry profits (Fernando, 2018). Due to the Sydney lockout rule in 2014, the nightclubs and bars are closed at 1.30 or 3 am midnight. Further restrictions in nightclub and gaming machines had made industry revenue decreasing constantly recently in four years. Some small pubs and nightclub had been closed because of decreasing profit. The biggest players in a nightclub, bars, restaurant as well as hotels had also suffered a lot because of industry rules and regulations (IBISWorld, 2018). The topic is so vast that only one organization is considered in the hotel industry, Coogee Pavilion, Merivale. Other than that staff in big hotels, restaurant and even in nightclubs were resigning from their jobs because of no hike in salary, no training to new staffs from old staffs as well as behaviour among co-workers are not at all appropriate. The hotels, restaurants, and bars are also facing lack of manpower due to a decrease in industry profits. The context of the research helps to consider the problems faced by biggest player Coogee Pavilion, Merivale in Sydney, Australia. The proposed business problem will help the biggest empire of nightclubs, bars, restaurants, and hotels in Sydney to rethink its strategy of management of staff with proper service chain model while facing industry challenges (Gazija, 2011).

Literature Review pertaining to the problem faced by biggest empire Coogee Pavilion, Merivale in Sydney, Australia in managing staff properly will help in developing research questions and assist in framing decisions or actions requires to be implemented in future by these companies. According to the (J. Mount, 2012) Due to lack of business in recent five years, there is very less or no increase in salary, this is a reason why staff either resigning from the job in a short period of time. Other than that after realizing the fewer growth opportunities, staffs were becoming less productive hence giving less input. Further dissatisfied staffs of Coogee Pavilion, Merivale in Sydney always have a conflict with management. They did not interact with customers properly. It leads to more unhappy customers which later results in less revenue from unhappy customers.

The big hotels, bars, restaurants, and nightclubs have a complex form of servicing which involves dealing with customers, maintaining ambiance, cleaning work, housekeeping, maintenance work, and cooking operations etc. It can also be divided into outdoor and indoor activities. Human resource is vital for the hospitality industry, satisfied staffs deal with customers vibrantly.  According to the (D. Uyen, 2013),  management of a bar or restaurant should consider the flexibility in services and give adequate space to the staffs to work with their own will, but at the same time managers should also be competent to deal with the situation.  Most of the unhappy experiences which hotels, nightclubs or bars faced occurred during dealing with customers. It is important to properly utilize the strength of experienced staff. If the experienced staffs are valued, they are more productive and encourage others to work better. The problems faced by hotel industry to manage operations occur during peak hours, this time experienced staffs help to inspire new staff how to deal with customers or manage other important activities. The Coogee Pavilion, Merivale should plan their day to day activities accordingly so as to properly utilize the experienced staff. One problem which hotels faced is lack of interest for work among staffs. It results in wastage of time by experienced staffs. The work allocated to the staffs cannot be monotonous; it keeps on changing so that staff should be an enthusiast to work (Chebat, 2003).   

Management properly use the experiences and skilful staff

In Coogee Pavilion, Merivale, services cannot be operated without effective communication and coordination. According to the (espmetal.com, 2017), management is directly responsible to maintain communication with staffs. In big premises as the level of activities are also complex, sometimes staff face problem in performing the activities. The management should plan the activities and communicate with the staff concisely so that staffs can able to cope up with problems while performing its duties. Team Building is always a big issue in hotels which they do not consider that how it helps in coordination among staffs and management. It helps to deal with customers and help to maintain cordial guest-staff relationships. The Coogee Pavilion, Merivale focus on their ambiance, facilities, and food. But give little importance focusing on team building (Gazija, 2011). To have an open and cooperative line-up atmosphere can help to maintain cordial relations with customers and help to improve staff productivity. The big hotels, bars, or restaurant have faced several negative activities from staff while dealing with customers, which could affect the business in the long run. Now activities are not confined in the shell, it spread outrageously from social media, could negatively impact the business. So it is highly necessary to have proper coordination among management and staff to have a vibrant atmosphere which helps to generate customers (Järvi, 2018).

According to the roomkeypms (2016), big organizations in the hospitality industry needs more manpower to run the business smoothly. Due to high instabilities in the hotel industry because of seasonal business or government regulations, maintaining an appropriate number of staffs is very challenging. With few staff, the functions of Coogee Pavilion, Merivale cannot be managed. Mostly in peak seasons, hotels, restaurants, and nightclubs may hire temporary staff to manage their peak season. These temporary staffs do not guarantee that they manage the complex activities in a restaurant or hotel smoothly. They care more about the money than to deal with customers. It could sometime affect the reputation of the business. The strategic planning of the manpower is necessary both in peak time as well as slow period. The hotel or restaurant should an90oalyze its approx. the requirement of manpower to conduct the business smoothly in peak times. Seasonal staffing could not be helpful because of the high turnover in slow periods. The company loses lots of revenue in recruiting and training staff. If hotel management can analyze the seasonal and permanent staff requirement according to the level of business functions, it helps in maintaining the right amount of manpower to work. The management can assess the need of additional manpower by forecasting business or industry trend that how much industry will show growth in one year and in season. According to industry trend and individual business requirement, additional manpower could be assessed by hotels, bars, restaurants, and nightclubs. The hotel management should analyze the ratio of seasonal and permanent staff requirement according to the growth of its business (Khaleefah & Abdalaat, 2016).

The hotel business is all about dealing with customers or guest all the time. Any hotel, restaurant or nightclubs do not want to lose their valuable customers. To have the right staff is very critical for the hospitality industry. The big organization finds it difficult to hire appropriate staff that positively stay and display the repute of a brand made by Coogee Pavilion, Merivale.  The hotel management should analyze the need of staff accurately and check the internal referrals before hiring from outside. According to the Alexander J. S. Colvin , (2016), Conflict and Employment Relations in the Individual Rights Era, in David B. Lipsky , Ariel C. Avgar , J. Ryan Lamare (ed.) Managing and Resolving Workplace Conflict (Advances in Industrial and Labor Relations, Volume 22) Emerald Group Publishing Limited, pp.1 – 30

Communicate and Coordinate between Management and Staff

 The internal recruitment would be more beneficial than outside recruitment at different levels. It also helps to reduce the cost of recruiting and training. But it does not necessary that internal recruitment will guarantee the success of the business. A mix of new and experienced employees is necessary to make a positive competition (Järvi, 2018). Mostly hotels or restaurants hire the employees on the basis of eligibility according to nature of work or requirement, but staff who are eligible does not necessarily competent or possess right attitude while dealing with guest or customers.  Most of the hotels do not assess the exact job requirement. The Coogee Pavilion, Merivale should mention the concise job description before hiring and do a background check which should be very essential in the hotel industry as they have to deal with customers as well as able to access their private belongings.

According to the on the job training is an essential part of hotels, restaurants, nightclubs, and bars to deal with customers or other activities. Without proper training, the new staffs are not able to perform well. Big hotels may hire professionals to train employee only in a certain area such as important information about Coogee Pavilion, Merivale, how to maintain cordial relationships with customers, a way of working, how to develop right attitude, etc. It might be costly for restaurants that are facing decreased revenue. The experienced staffs are valuable assets that help to provide on the job training to new staff efficiently (Chebat, 2003). The first most important thing for management is to introduce the new staff with co-workers, managers, supervisors, and other important persons. Induction is very significant which help to know the experienced staff with new staff. Here manager plays an important role to introduce the new staff and request from experienced staff to train new staff not as a duty but as a favor. The recognition from the management side would get assistance from the experienced staff in providing training to new staffs. Other than that classroom like atmosphere is required to give general information and conceptual knowledge of Coogee Pavilion, Merivale (Lin, Zhang & Liu, 2017).

Due to the high rate of fluctuation and uncertainty of seasonal business, hospitality industry especially Coogee Pavilion, Merivale face a high turnover. Other than that if staffs do not find opportunities for growth in work as well in compensation are more likely to quit the job. The costs of losing valuable employees affect the business in terms of revenue, expertise, and time of training (Khaleefah & Abdalaat, 2016).  One thing these biggest empires knew that most experienced staffs may even share significant information to the competitors which they definitely want to happen. Employees not only need appropriate compensation according to market trend but also consider the professional development. Other than that if employees are not treated well from the management, they are more likely to quit the job. Thus employee engagement, flexible working hours, compensation, relationship, and development are essential steps to retain staffs (Mohsin, Lengler & Aguzzoli, 2015).

The literature review helps to state research objectives that help to consider the required steps to be implemented in the Coogee Pavilion, Merivale for managing staffs. From the study of the problem faced by the biggest hotels, restaurants, nightclubs, and bars especially Coogee Pavilion, Merivale in Sydney Australia, it is observed that hotel industry does not encounter all the problems because of the decrease in profits of the industry, Sydney lockout rule or other restrictions. These biggest giants in hotel, restaurant, and bars business were also facing the problem because of service chain model was not implemented or considered and they even not assess the need of more manpower in near future for the growth of a business. Management of Coogee Pavilion, Merivale should focus on building cordial relations with their staffs. The work allocated to the staffs cannot be monotonous; it keeps on changing so that staff should be an enthusiast to work. The assessment study is to focus on the staff related issues faced by the biggest bars, nightclubs, restaurants, and hotel especially Coogee Pavilion, Merivale in Sydney, Australia. The restrictions in Sydney nightclubs, bars as well as hotels might have decreased the profitability of the business and these nightclubs, bars, and restaurants are unable to maintain the existing staff.   Employee Engagement would increase employee productivity and give more input. Proper on the job training and off the job training by giving recognition to experienced employees. Strategic staff planning with clear job description helps Coogee Pavilion, Merivale to retain employees for the long term. Flexible working hours, variations in works, competent compensation are also required to be implemented. The Coogee Pavilion, Merivale need to identify the service chain model for managing staff properly.

This part of the assessment study will consider the research methodology to know the reasons for a problem with the staff issues in Coogee Pavilion, Merivale in Sydney, Australia. It was stated in the literature review that Coogee Pavilion, Merivale was facing a problem of staff management because of several reasons such as Government rules and regulation for gaming, alcohol consumption, night clubs timing, turnover etc. which decrease the profitability of the business (Gazija, 2011). Further, it was also observed that in Coogee Pavilion, Merivale in Sydney, Australia, management is not taking the effort to retain staff or positively motivate the staffs. The demotivated existing staff are not willing to work and become less productive and giving less input (Järvi, 2018). This research methodology helps to know the causes pertaining to the problems in managing staff. It was also stated in the literature review that the problem of staff management was not caused internally but also externally. The research problems help to frame the research question with the help of a questionnaire. In this research methodology, sample population is the some of the staffs and representatives of management of the Coogee Pavilion, Merivale in Sydney Australia. The staffs and management can truly reflect the problem of staffing in the Coogee Pavilion, Merivale . Other than that industry report, journals, articles from eminent personalities and government reports will help in considering the clear picture of the problem of management of staffs in biggest empires of night clubs, bars, restaurants, and hotel especially  Coogee Pavilion, Merivale in Sydney Australia (Ibisworld.com.au, 2018).

To identify the decrease of profitability of Coogee Pavilion, Merivale in Sydney Australia

To identify the reasons behind the issues of management of staff in Coogee Pavilion, Merivale in Sydney Australia

To identify the problems between management and staff in Coogee Pavilion, Merivale in Sydney Australia

To discover the hiring, training or development strategies adopted by Coogee Pavilion, Merivale in Sydney, Australia

To ensure effective communication and coordination is maintained between management and staffs in Coogee Pavilion, Merivale in Sydney, Australia

As per the research question of finding problem related to management of staff in Coogee Pavilion, Merivale in Sydney Australia, the qualitative research will be conducted to know the attributes of samples. The qualitative research helps to know the behaviour of staff and managers of the Coogee Pavilion. It helps to determine the extent of management and staff relations, communication between them, and coordination between them, training and development facilities, hiring and retaining strategies. Further the scholarly articles, journals, government reports and industry report related to night clubs, bars, restaurants and hotel in Sydney, Australia help to evaluate the research problem (Hoddy, 2018).

The study will focus on staffs and management so sample population will be within Coogee Pavilion, Merivale. It is an organization based research problem of management of staffs, so research design is developed in a narrow way through sampling will also be narrow to know the actual reason of management of staff in Coogee Pavilion, Merivale in Sydney Australia. The data collected with the help of non-structured questionnaire for the reason that it helps to give freedom to give responses from the staffs and representatives of management in the same basis but with comments which help to evaluate the problem intensity (Etikan, 2017).  According to the nature of the research problem, the exploratory research study will be appropriate which helps to discover the facts in a descriptive way and helps to further carry out research or implementing solutions. The sampling procedure will be random sampling which states that the samples are chosen without any biases (Ellingsen, Størksen and Stephens, 2010). Random sampling is a process where the researcher chose the sample from the method of probability and generally, the researcher does not know the sample population. In random sampling, each sample population has an equal chance of being chosen for the research and it is usually in one step (Smith, 1999). The researcher chose the random sample in Coogee Pavilion, Merivale through random basis by giving questionnaire hand to hand and online. It is a will of the staffs and management to participate in research or not. The participants are not forced or manipulated to participate in a research study, Further, it is assured to the sample population that their identity will not be revealed or disclosed.

Though the research is focused on the narrow objective of management of staffs, the sample population size would be chosen 100 as Coogee Pavilion, Merivale is a big organization where approx. 800 staffs are working at a different level so less than 100 sample population will not reflect the true problem from the sample population and big sample population more than 100 results increase in time and budget in the evaluation. The research is based on the qualitative analysis so 100 sample population will be considered enough to know the responses from the participants and to analyze the attributes related to discrepancy part both from the staff as well as management (Panahbehagh and Smith, 2017). Here it should be noted that questionnaires are delivered either hand to hand or through emails, but it is a complete will of the sample population that they want to participate or not. So considering this point of view, more questionnaires will be distributed through random sampling and only 100 responses will be considered on a random basis. This form of sampling and getting responses will help to analyze the actual problem between management and staff. Further, it is also realized that sample population responses are not enough to know the root cause of the research problem, there are also other reasons which are present externally which affect the business as well as resources (Etikan, 2017). The Sydney Government regulations for night clubs, bars, restaurants, and hotels are also responsible for the management of staff in big organizations.

Data Collection is a method to gather information either from primary sources or secondary sources which help in analysing the data or information and making an appropriate solution for the problem (Wilde, 2010).

Secondary Data collection

According to the research problem, secondary data are collected from Sydney Government reports related to the Hospitality sector, Industry Reports related to biggest bars, night clubs, restaurants, and hotels, Journals for the hotel industry, government rules and regulations, scholarly articles pertaining to the management of staff in hotels etc.

Primarily Data Collection

According to the need of the research objective, primary data is collected within the Coogee Pavilion, Merivale in Sydney, Australia on a random basis from staffs and representatives of management with the help of a non-structured questionnaire.

According to the nature of the research, data analysis will be based on a qualitative analysis where responses are present in a form of non-numeric data. Here in this research, data are present in a form of statements which need to be described indefinite variables. The responses from the sample population will be analyzed by coding the responses in a definite variable. In this research study, a variable can be related to communication, coordination, training facilities, the attitude of management as well as staff, turnover reasons, market or industry trends, and government support or viewpoints on a different continuum. In a qualitative research analysis, researcher precise thinking and critical evaluation help to identify the relationship between variables and help to summarize the data (Robinson, 2011).

In Coogee Pavilion, Merivale, there is a gap between coordination between management and staff as well as between different levels of staffs. Miscommunication and incoordination make the condition worse.

The Coogee Pavilion, Merivale in Sydney, Australia is a big organization in hotel industry whose business was affected by Sydney Lockout rule and other regulations related to gaming machines and consumption of alcohol, light and music system etc.

The decrease in profit of Coogee Pavilion, Merivale in recent five years resulted in high turnover of staffs of ground level for the reason that there is a less increase in compensation.

Due to lack of staff, existing staff were given more responsibility. This resulted in less productivity from experienced employees.

Coogee Pavilion, Merivale in Sydney, Australia was so busy in focusing on profits that they neglect the professional development of staffs at every level and hire more seasonal staff at peak time that is not properly trained.

The seasonal staff and annoyed experienced staff were not dealing with the customers appropriately. Unhappy customers were also a reason for decreased profit.

Implementation Plan helps to process the research study in a systematic way.

Identify Research Problems

Plan Research Objectives

Classify Research Questions

Plan Research Design

Formulate Sampling

Prepare Questionnaire

Collect Data

Analysis of Data

Finding

Implement the solution if any

PROJECT SCHEDULE:

References

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Denk, T. (2010). Comparative multilevel analysis: proposal for a methodology. International Journal of Social Research Methodology, 13(1), pp.29-39.

Ellingsen, I., Størksen, I. and Stephens, P. (2010). Q methodology in social work research. International Journal of Social Research Methodology, 13(5), pp.395-409.

Fernando, G. (2018). NSW inquiry reveals just how ridiculous Sydney’s night-life has become. Retrieved from https://www.news.com.au/finance/business/nsw-inquiry-reveals-just-how-ridiculous-sydneys-nightlife-has-become/news-story/1531272c97617327010f10134db015a6

Gazija, M. (2011). Importance of staff training in hotel industry Case Study: Hotel Dukagjini. ILIRIA International Review, 1(2).

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Mount, D. (2012). Examining the Service Recovery Paradox and Double Deviation by Problem Type in a Large Sample Hotel Study. Journal Of Hotel & Business Management, 01, p.1.

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Khaleefah, Q., & Abdalaat, A. (2016). The Impact of Financial and Moral Dimensions of Hotel on the Staff Turnover Intention: A Field Study on Five Stars Hotel in Aqaba Special Economic Zone Authority (ASEZA). International Journal Of Academic Research In Business And Social Sciences, 6(12).

Lin, Q., Zhang, L., & Liu, J. (2017). Research on the Present Situation and Countermeasures of the Training of Common Staff in Star Hotels. Destech Transactions On Social Science, Education, And Human Science, (eemt).

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Pubs, Bars, and Nightclubs – Australia Industry Report | IBISWorld. (2018). Retrieved from https://www.ibisworld.com.au/industry-trends/market-research-reports/accommodation-food-services/pubs-bars-nightclubs.html

Robinson, O. (2011). Relational Analysis: An Add-On Technique for Aiding Data Integration in Qualitative Research. Qualitative Research in Psychology, 8(2), pp.197-209.

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Skills Hotel Managers Should Have. (2017). Retrieved from https://espmetalcrafts.com/blog/entry/8-skills-hotel-managers-should-haveHoddy, E. (2018). Critical realism in empirical research: employing techniques from grounded theory methodology. International Journal of Social Research Methodology, pp.1-14.

Smith, L. (1999). An evaluation of programmes for staff motivation in NHS and hotel ancillary staff. Facilities, 17(7/8), pp.264-271.

Ibisworld.com.au. (2018). Pubs, Bars, and Nightclubs – Australia Industry Report | IBISWorld. [online] Available at: https://www.ibisworld.com.au/industry-trends/market-research-reports/accommodation-food-services/pubs-bars-nightclubs.html [Accessed 5 Dec. 2018].

Uyen, Do., (2013). IMPROVING THE EFFECTIVENESS OF STAFF TRAINING IN A HOTEL. Bachelor’S Thesis In International Business, 1(1), pp. 13-16.

Wilde, M. (2010). Local Journal Utilization Report: Supporting Data for Collection Decisions. Collection Management, 35(2), pp.102-107.

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