The Roaring Dragon Hotel is a three-star hotel that is located in the southwest part of China. Since the 1980’s the state-owned-enterprise has enjoyed a long colorful history and reputation as on of the regions premium hotels. The General Manager Tian Wen is not an assertive manager. Many times he will be at the office which is in another city. On average Mr. Wen shows up at the hotel once a month. In 2002 he decided that it was time to expand their hotel and make the jump to a five star hotel. Wen hired a consulting company to conduct an evaluation of his hotel from top to bottom. Everything from the service to the procedures was included in the evaluation. He also wanted to make sure that his employees would be able to make the jump to a premium hotel. The results of the evaluation were shocking to Mr. Wen. The results showed that his staff was lazy and incompetent. There was no way that he would be able to make the transition to a five star hotel without firing most of the six-hundred employees or spending a large amount on re-training the existing ones. It was found that employees were reading newspapers, drinking tea, conducting personal business and even leaving the premises while on the clock.
The article I read is asking how can these things happen without anybody noticing?
I think this happened because of several reasons. Firstly, I believe that their culture over there has a lot to do with it. While I don’t agree with the employee’s behaviour, I realize that their culture has a lot more relaxed approach. I assume that this had a snowball effect towards the employee’s work ethic and habits. Secondly, I believe that there was not enough direct supervision for the employees. It said in the article that there were approximately two supervisors for ever one-hundred employees. It also said that employees could go days and even weeks without seeing their supervisor. With that much unsupervised time the temptation is too great to slack off and not accomplish the task at hand. Lastly, I believe that there was no motivation for the employees. Because the hotel was government funded there was no motivation for the employees to perform in order for the company to succeed. No matter how the hotel did the government would keep throwing money at them.