Managing Expansion Change Case Study Example | Topics and Well Written Essays - 2500 words

Managing Expansion Change - Case Study Example A significant problem is that customers make regular complaints about service at the hotel. Moreover, the hotel has accrued significant debts, meaning that it has been operating below the break-even point. The aforementioned problems comprise part of what PDR Hotel & Resorts will inherit when it finally gets acquisition rights for Mortloch Hotel. To begin with, PDR Hotel & Resorts will have to make a turn around in the quality of services in order to boost customer confidence in the hotel. Secondly, PDR Hotel & Resorts will have to develop mechanisms to improve service delivery, among them deploying qualified personnel in the various departments who will embrace excellent human resource management skills. Thirdly, the group will have to focus on the customers' complaints and provide solutions since customers are the cornerstone of success of any business organization. Additionally, PDR Hotel & Resorts has to look into ways of solving any problems that arise due to debts. The significance of the above problems is that PDR Hotel & Resorts plans to buy Mortloch Hotel as part of its expansion programme, yet it is evident that the hotel currently has a clouded image. If the purchase is not critically appraised, PDR Hotel & Resorts may end up tarnishing its reputation in case the trend at the hotel continues even after the group acquires it. Therefore, when PDR Hotel & Resorts eventually acquires Mortloch Hotel, the group will have to prove indisputably that the hotel is in deed under new management, with new services that will leave customers craving to make subsequent visits. In order to facilitate an effective and problem-specific structure to increase revenue, it is imperative to improve quality and service while minimizing the running costs in order to eliminate debt. The theme of research on the process therefore lies around improving the customer base, staff management, service delivery, and ultimately, revenue collection and expenditure. There has to be a clear pattern of accountability in all departments in order to improve customer-staff relations. Additionally, the management has to work towards common objectives in order to improve service delivery and staff morale. Marchington and Wilkinson (2005) identified effective human resource management such employee participation as the best way to resuscitate a collapsing organization. This review presents the objectives of investing in Mortloch Hotel, the strategies to overhaul its management and limitations to the programme. Such strategies will include improvement of the hotel's facilities and staff training to boost service delivery. A review of ideas by other authors forms part of the discussion and analysis of ideas in this text. Objective of research As part of investment in an expansion programme that