1、Managing People and OrganisationF84T34Outcome 1-4Title: To the Sheraton Hotels human resources related aspects are studiedName: Class and Grade: SCN:Content ListIntroduction21.0 Characteristics and Purpose of Sheraton and its environment31.1 The functions and relationships of Goals, Objectives, and

2、Policies in Sheraton31.2 Open systems analysis in Sheraton4SWOT is superiority, weaknesses, opportunity and threat.4For example, in order to catching the opportunity of Dalian government planning to develop tourism industry, Starwood Hotels & Resorts Debuts the Sheraton Hotel as Part of the Luxury C

3、ollection Brand in Chinas Northern Coast.41.3 Interest and influence of stakeholders in Sheraton61.4 The formal and informal Organization in Sheraton61.5 Control strategies in Sheraton72.0 Factors that influence workplace performance82.1 Application of hygiene and motivate theory in Sheraton82.2 App

4、lication of Vrooms expectancy theory in Sheraton82.3 Methods to improve job performance in Sheraton92.4 Functions, effects and cost of teamwork in Sheraton92.5 Factors affecting team cohesiveness and performance in Sheraton103.0 Factors influence managerial performance in Sheraton113.1 Main roles an

5、d activities of managers in Sheraton113.2 Assessment facilities of managerial performance in Sheraton113.3 Introduction and practice of OHIO theory in Sheraton123.4 Introduction and practice of Hersey & Blanchard Situational theory in Sheraton143.5 Introduction and practice of Sheraton16Reference18I

6、ntroduction Sheraton Hotels and Resortsiss largest and second oldest brand. The hotel forms of Sheraton is diversified, such as business hotel and large resort, and they distributed around the world. The origins of the brand date back to 1937 whenandacquired the Sheraton Hotel in . Sheraton brand ha

7、ve been trying to maintain a high quality image, and there are over half of Sheraton Hotels being rated as five-star by local authorities in the world. This article is a study of HR related aspects of Sheraton. The research content include: Characteristics and Purpose of Sheraton and its environment

8、, Factors influence workplace performance in Sheraton，and Factors influence managerial performance in Sheraton.1.0 Characteristics and Purpose of Sheraton and its environment 1.1 The functions and relationships of Goals, Objectives, and Policies in SheratonGoal describing what your organization wish

9、es to accomplish, stemming from your purpose. Objectives are measurable specific goals, descriptions of exactly what is to be done, derived from goals. Objectives are clearly specific statements of measurable tasks that need to be accomplished to reach your goals. They are usually short terms with d

10、eadlines. And then the policies are according to the objective and goals to make the rules. GoalsThe customer goals are goals focusing in customers needs, benefits and services. The customer goals of Sheraton Hotels are providing good service for high-end business people.The product goals are goals

11、related to the range of products including quality, quantity and services on offer. The product goals of Sheraton Hotels are providing good service, such as room service, food service, recreational service,etc. The operational goals are goals covering areas like technology or machines used, staffing

12、 levels. The operational goals of Sheraton Hotels are providing good service with high staffing levels, advanced technology.The secondary goals are goals subordinate to the above three goals and relating to environment issues.ObjectiveThe objective of Sheraton Hotels now is setting up the internatio

13、nal club, its purpose is to attract that high-end markets. And then Sheraton Hotels plan to open up the Sheraton towers, providing special services to set up a luxurious and good image.SMARTThe SMART is specific, measurable, attainable, relevant and time-specific.PoliciesThere are several policies o

14、f Sheraton Hotels:a. The decision depends on the fact, computing and knowledge.b. The staff dont abuse of power and require special treatment.c. The manger dont blame the subordinates mistake arbitrarily.1.2 Open systems analysis in SheratonOpen systemOpen system theory is the interaction between th

15、e internal environment and external environment influence. Internal environment include inputs, process and outputs three links. There are some changes factors affect the enterprise in the external environment.PEST and SWOTPEST is political，economic，social，technological.For example, with the develop

16、ment of Chinese tourism industry, Sheraton plan to set up more hotels and large resorts in China.SWOT is superiority, weaknesses, opportunity and threat.For example, in order to catching the opportunity of Dalian government planning to develop tourism industry, Starwood Hotels & Resorts Debuts the S

17、heraton Hotel as Part of the Luxury Collection Brand in Chinas Northern Coast.The chartPolitical: As a result of our chairman has a political system is corruption, resulting in a decline in the business of the hotelEconomical: As a result of this political, resulting in fund shortageSocial: In Taiyu

18、an, most roads is broken, so they must repair the road, then the business is not goodTechnology: Our country technology is also not very developed, so in hotel has something just use people to doStrength: through this under repair the road and the hotel may be having more customers than before, beca

19、use the transportation is convenientWeaknesses: because of the under repair the road, so the business is not goodOpportunities: through this project, the hotel makes the advertisement for the people, and then the people can know this placeThreats: how too quickly to solve this problem.Company to pro

20、mote the culture and products, and than the economical is raising.External environment:Internal environment: Output: 1.3 Interest and influence of stakeholders in SheratonStakeholders are the external environment in the organization by the organization decision and action affects any related. For ex

21、ample:a. Shareholders : who make the decision of this company b. Customers: who buy the products of this companyc. Suppliers: who provide the raw materiald. Employee: who work or services for this companyThe interest of shareholders is earning more money and getting better reputation. In term of inf

22、luence, the important decision of company depends on their advice. The interest of customer is getting good service and good product. In term of influence, the sales of products depend on them.The interest of suppliers is earning more money by providing the raw material for the company. In term of i

23、nfluence, the quality of the raw material depend on them. The interest of employee is earning more money and getting promoted in the company. In term of influence, the quality of the service and product depend on them. 1.4 The formal and informal Organization in Sheraton The formal organization has

24、specific structure. But the informal organization don not have specific structure. The behavior of formal organization is restricted by the organization, but the behavior of informal organization is not restricted by the organization. The formal organization have goals, objectives, policies and core

25、 value, but the informal organization have not it.Include the definition, the Sheraton is the formal organization. Every formal companys organization has one or two informal organization. Sheraton Hotels have an informal organization, for instance, Sheraton hotel Qingdao has a cooking group establis

26、hed by staff who like cooking. 1.5 Control strategies in SheratonThere are four strategies:Bureaucracy, Output, Centralisation, Decentralization.I recommend decentralization. The characteristic of decentralization is aim at management goals semi-autonomous, emphasis on personal selection, training a

27、nd development, and rewards towards job security and career progression. For instance, when director of human resources of Sheraton hotel decide to resign and he has a great choice of successors, he could recommend successor to general manager, if the the staff who was recommended pass the assessmen

28、t, he would succeed. Thus, it is helpful to ensure job security and career progression. 182.0 Factors that influence workplace performance2.1 Application of hygiene and motivate theory in SheratonHerzberg Hygiene and Motivator theory：Motivator factors contain Achievement, Recognition, Work Itself, R

29、esponsibility，Promotion, and Growth. Hygiene factors contain Pay and Benefits, Company Policy and Administration, Relationships with co-workers, Supervision.Personally, promotion is a important factor of motivator. Staff could be encouraged effectively by promotional opportunities. There is a succes

30、sful case in Sheraton hotel, Sanya. Sheraton hotel provide opportunities of promotion as more as possible, and job performance of staff is regarded as main basis of promotional assessment. As a result, the enthusiasm of staff is motivated and the quality of service has improved, it is useful to enha

31、nce the turnover of hotel.While, company policy as a hygiene factor influence working satisfaction, and making a suitable and correct company policy is helpful for staff to stay motivated. For example, Sheraton hotel, Sanya has a perfect assessment system and a good policy of promotion. Employees wi

32、ll participate job evaluate at least once a year, it is easy for themselves to know the evaluation of their working performance from hotel and get some suggestions. This policy ensure the fairness of promotion and keep staff motivated. 2.2 Application of Vrooms expectancy theory in SheratonVrooms ex

33、pectancy theory: Strength of motivation=Valence x Expectancy. Strength of motivation refers to arouse the enthusiasm of people, the strength of the internal potential, valence refers to refers to reach the goal to meet the needs of the individual value, expectancy refers to the subjective probabilit

34、y to reach the goal.According to expectancy theory, Sheraton hotel, Sanya made a integrated employee incentive plan to commend employees who have made outstanding contributions to the hotel or completed the labor of duty well. These employees will get award certificate, prize and bonus, in addition,

35、 they will be nominated preferentially in the promotion. Affected by the plan, the enthusiasm of employees work has been aroused, and the right incentives has strengthened the organization cohesive force. All in all, this plan has a tempting valence and a realizable expectancy, so it can make a grea

36、t strength of motivation.2.3 Methods to improve job performance in SheratonJob rotation: In Sheraton hotels, EMT job sharing is implemented. As a result, a lot of talents of staff are improved in their capability of compound decision-making and a number of well-round servicing skills are trained. In

37、 some sense, this institution ensures Sheraton hotel advancing rapidly in the turbulent external environment. Reward: In Sheraton hotel, the material and spiritual material are closely bound together. As long as the employee has its own advantages and performs well, it will get an honorary award alo

38、ng with certain material rewards. The reward of this kind to a high degree motivates the employee in performance.2.4 Functions, effects and cost of teamwork in SheratonFunctionTeamwork provides structure: The employees of Sheraton hotel including managers and general staff become a team, and this te

39、am was divided into many kinds of departments and headquarter, and then they become a structure. Teamwork promotes coordination: Every department of Sheraton hotel exchange information from each other and accomplish instructions, it is helpful for hotel to provide good service.EffectDecision-making:

40、In Sheraton hotel, decision-making process need statistic analysis, field visits and group discussions etc. It is useful to make a correct decisionQuality: Sheraton hotel encourage staff work in group, and staff could help and remind each other in the course of service, consequently, the quality of

41、service has been improved a lot.CostTraining: In Sheraton hotel, new employees need attend orientation in the first month to learn servicing skills and foster a spirit of teamwork.Need for supervision: Sheraton hotel has their own performance review system and discipline to ensure employees can prov

42、ide high quality service in the course of teamwork.2.5 Factors affecting team cohesiveness and performance in SheratonCommunicationsThe members of open, democratic leadership team have more chance to express their opinion fully, and they have strong consciousness of communications. Because of stayin

43、g motivated, they have high cohesion and good job performance. Communication environment of Sheraton hotel is open, democratic and innovative, therefore, managers and employees could communicate and have active interaction, it has nice effect of team cohesiveness and performance. Roles and Responsib

44、ilitiesStaff doing his duty responsibly could make a positive facilitation of team cohesiveness. For instance, discipline inspection group of Sheraton hotel works responsibly and strictly to ensure every staff of the hotel does his duty during the working time. It is helpful to supervise the employe

45、es having good performance and improve the work efficiency. 3.0 Factors influence managerial performance in Sheraton3.1 Main roles and activities of managers in SheratonAs a manager, it is necessary to have the natures, roles and activities. For instance, natures include planning, commanding, contro

46、lling, coordinating and Organising. Separately, the planning is providing a clear methodology for achieving the target. The commanding is ensuring employees are directed to enable them to fulfill their duties. Controlling means keeping managers and departments within budget. Whats more, coordinating

47、 means ensuring resources are at the correct place to meet demands. Organising refers to structure human resources and run and develop the structure ( Jin, Z. 2007).There are three types of roles and activities, they are respectively interpersonal, informational and decisional. First, interpersonal

48、refers to figurehead，leader and liason. Second, informational means monitor, disseminator, and spokesperson. Last, decisional includes entrepreneur, disturbance handler, resource allocator and negotiator.For example, as the manager of the Sheraton hotel, Qingdao, Neil McDonald made a plan about incr

49、easing 20 percent of turnover during the World Horticultural Exposition opening in Qingdao. In order to keeping high quality of service when the hotel face passenger flow peak, he made a decision about overtime working policy. Furthermore, Neil McDonald increased the budget of overtime pay to motiva

50、te employees. In this case, the manager have planning and controlling natures and play the decisional role.3.2 Assessment facilities of managerial performance in Sheraton There are six assessment facilities of managerial performance, and they are productivity levels, level of staff turnover, absente

51、eism, budget performance, motivation and morale of staff and success of their training and development.For instance, the turnover of the Sheraton hotel, Qingdao had been increased about 30 percent during the World Horticultural Exposition opening in Qingdao. And the success is closely related to the

52、 plan that the manager ( Neil McDonald ) made. The great productivity level could reflect the good managerial performance of Neil McDonald.And for another example, the manager of the Sheraton hotels, Qingdao strongly promote EMT job sharing in departments. As a result, a lot of talents of staff are

53、improved in their capability of compound decision-making and a number of well-round servicing skills are trained. In this case, the success of their training and development could reflect the outstanding managerial performance.3.3 Introduction and practice of OHIO theory in SheratonThe OHIO theory i

54、s the theory of leadership behavior is divided into “production guide” and “employee orientation”. The “production guide” emphasis on technology and production, paying attention to the completion of production tasks and achieve the goals of organization. Employees are regarded as achieving the goal

55、of organization and leadership tools. “Employee orientation” has been described as attaching importance to interpersonal relations, namely the employees as a real person, respect their personality differences and value their personal needs, personal creation and achievement. According to the feature

56、s of different leadership can be divided into the impoverished style, perish style, middle of the road style, country style and team style ( Marchington, M. and Wilkinson, A. 2005).For example, as the manager of the Sheraton hotel, Qingdao, Neil McDonald choose the team style. He encouraged staff te

57、am work and took different advice, then he made the decision through meeting and discussing. This approach not only motivate employees but also improve the work efficiency.The Chart ConcernStyle For productionFor peopleImpoverished styleLow (1)Low (1)Perish styleHigh (9)Low (1)Middle of the road styleMiddle (5)Middle (5)Country styleLow (1)High (9)Team styleHigh (9)High (9)3.4 Introduction and practice of Hersey & Blanchard Situational theory in SheratonDifferent readiness of employees for different styles