The case study discusses family ownership in Peak Hotel case study. The assistant general manager is the son of the general manager. Three devastating issues are raised in the case study. Firstly, unfair environment is created by the assistant manager. The assistant manager is an authoritative leader because he dictates and controls the entire decisions in the group and task. He makes decisions and tells employees on what to do. The assistant manager told the food & beverage manager and Front Office manager that discussions with workers are far too time consuming and always unnecessary. He feels that the organization would run smoothly if each person minded his or her own duty and responsibility. He fancies to take a hands-on approach and is keen on taking a leadership role in negotiations and meetings with vendors. Secondly, narrow thinking in terms of targeting is the second issue affecting Peak Hotel. The assistant general manager states that no pay hikes will be included this year and that the training budget will be decreased to 1.5% of payroll. He has announced that he will start to replace more costly, experienced bar and waiting staff with cheaper workers, who have little or experience. The assistant manager believes that formal training of staff is irrelevant and because he views that 'learning by doing' is the way to reap benefits at the job. Employee dissatisfaction is the third issue affecting Peak Hotel. A review at TripAdvisor reports that there was only one worker on duty when clients arrived at the hotel. The customers had to wait nearly at least 15 minutes before being attended. The employees lack the motivation to serve the customers.
The theory of emotional intelligence by Psychologist Daniel Goleman helps to explain the issue of employees' dissatisfaction with their jobs. Goleman claimed that emotional intelligence instead of intelligence quotient (IQ) is the actual measure of human intelligence. He contended that qualities such as knowing one's emotions, acknowledging and sympathizing with other's emotions and controlling one's emotions are more significant than IQ. The theory helps to explain that the lack of awareness of employees' emotions will lead (Vratskikh et al., 2016). An understanding of the theory of emotional intelligence by the assistant manager will help him know how to treat the feelings of the staff. Mastering seven emotional traits suggested by Goleman will help improve employee turnover and job performance. A leader has the ability to impact organizational performance by setting a certain work climate.
Emotional intelligence theory explains intimidating environment and the role of EI in authoritarian leadership. The theory helps to explain that exercising authoritative leadership scares the employees from raising any issues that might otherwise be important. A meta-analysis was performed on 43 studies including some entailing job performance to assess the relationships between EI and specified work results using the largest group of studies. Emotional intelligence has become famous as a gauge for recognizing prospective effective leaders, and as a device for nurturing leadership skills. The most effective leaders combine at least four styles frequently substituting one for another more suitable style relying on the leadership situation (McCleskey, 2014). The theory explains that in case the assistant leader combines three more values to his current style, he may be able to become an effective leader.
The theory of Herzberg's two-factor theory which was inspired by Maslow's Hierarchy of Needs explains the issue of narrow thinking of in terms of targeting. AA (2017) asserts that out of the 138 questionnaires, 100 were returned after being filled. This represented a 71% response rate among the participants of the study (AA, 2017). The assistant manager feels that cost-cutting strategies will help to increase job performance. The theory helps to explain lack of motivation leads to low employee turnover and job satisfaction. Herzberg created a two-dimensional paradigm of elements affecting individuals' attitudes towards the job. Motivation and hygiene elements are the primary concepts of the theory. Motivation factors constitute recognition, fulfillment, responsibility and the likelihood of growth. Hygiene factors entail salary and working conditions, interpersonal relations and relationships with supervisors. The theory explains that understanding the hygiene and motivation factors towards the job will help increase employee satisfaction (Alshmemri et al., 2017). The theory explains that including motivations will help the employees increase their turnover.
Some of the recommendations required to solve the issues affecting Peak Hotel include:
The assistant manager should attempt to be an active listener. Humans do not actively listen but rather interrupt each other. The rewards of active listening are numerous. Active listening raises compassion and empathy which are regarded as the building blocks of emotional intelligence. Emotional intelligence acknowledges the emotional traits of empathy and compassion to nurture an individual like the assistant manager to become an effective leader.
Personal accomplishment is at the pinnacle of Maslow's pyramidal hierarchy of needs and particularly Herzberg's two-factor theory. This is why it is not shocking that majority of the staff develop a thirst for ongoing learning and development. Training employment opportunities give the opportunity to deepen the knowledge of workers and get specialized.
The assistant manager should increase the salaries. Salary is a hygienic factor suggested by Hezeberg. Increase in salary will motivate the employee to improve his turnover leading to increase in organizational performance. Employees are willing to improve their work efforts to ensure more turnover for the corporation.
The assistant manager should add more leadership style to become an effective one. The assistant leader possesses the authoritarian leadership style. He should add Transformational, visionary, charismatic and transactional leadership styles to become an effective leader. Combing these styles will help him know when to give the staff the opportunity to address their concerns and when to make the decision independently.
The assistant managers should read more books to gain more knowledge on emotional intelligence. Mastering these traits will help the leader understand when to sympathize with his employees.
AA, B. A. S., Azeem, M., & Bhutto, N. (2017). Determinants of Job Satisfaction among Dentists working in Teaching Hospitals in Karachi, Hyderabad and Islamabad. J Den Craniofac Res, 2, 1.
Alshmemri, M., Shahwan-Akl, L., & Maude, P. (2017). Herzberg's two-factor theory. Life Science Journal, 14(5).
McCleskey, J. (2014). Emotional intelligence and leadership: A review of the progress, controversy, and criticism. International Journal of Organizational Analysis, 22(1), 76-93.
Vratskikh, I., Al-Lozi, M., & Maqableh, M. (2016). The Impact of Emotional Intelligence on Job Performance via the Mediating Role of Job Satisfaction. International Journal of Business and Management, 11(2), 69.
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