Background

The ability to motivate your teams is essential in any business, particularly so in the hospitality industry. This is true because the service experience you deliver is directly related to the state of mind of the front-line associates who are delivering it. Very often in high-volume, high-pressure environments. Your business success is in their hands.

Having a deep understanding of motivation and motivational techniques is critical to your ability to lead and manage effectively.

Assignment

You work for a large multi-unit hotel management company. You have just accepted a promotion and transfer into another hotel in the company as the Front Office Manager. In this role, you are responsible for the front desk, bell service and concierge staff.

The General Manager of the hotel has assigned you the task of improving the morale and motivation of the front desk staff. There has been high turnover and the overall "feel" of the department is one that needs improvement.

For each of the areas below, consider how you would implement these various types of motivational theories discussed in Chapter 8 of the text. You should describe exactly what and how you would do so. At the end of your paper, in a "conclusions" section describe which of these theories and implementations would likely work best over the long term, and why. Each section should have a bold header, followed by your discussion.

• Carrot and stick approach
• Human Relations theory
• Maslow's Hierarchy of Human Needs.
• Theory Y
• Herzberg's Motivation-Hygiene Theory
• Reinforcement and Expectancy Theory
• Conclusions