BU7039 Understanding and Managing People
BU7039 Understanding and Managing People
The current essay is going to evolve people management strategies for the organisation of Coffee and Cake (Coffee & Cake). Employee management strategy is the key factor for the organisation because employee management practices impact organisations to achieve long and short-term goals. People management strategy needs to involve acquiring, talent acquisition and optimising (Gilch & Sieweke 2021). A well-designed management team needs optimal performance, morale and effective relationships. As a result, employee relationships with managers and executives eliminate potential challenges. On the other hand, leadership strategy ensures that employees can evaluate their skills that benefit the business. According to the case study of Coffee and Cake (C&C), the organisation is located in Central London and increased profit from the fast-growing coffee chain market in the UK. After 2015 the organisation faced multiple challenges because of competitors that started to raise financial problems. The COVID-19 pandemic was another issue for Coffee and Cake which faced financial difficulty and insolvency. The problem arose due to poor management of people. As a result, staff turnover, negative customer feedback and other unfair issues have been raised on Glassdoor. The ambition of new leadership will resolve the problem in the upcoming next 3 years so that people management strategies benefit organisations, increase productivity, motivate communication and retain talent acquisition. Therefore, the essay will shed light on various challenges and alternative solutions for C&C.
Main body
Question 1:
Challenges of the UK hospitality sector
The UK hospitality sector is a vital part of the country’s economy because the hospitality sector increases the overall economy. The hotel market in the UK is based on 5 stars. In 2022, the UK market size of the hotel industry was valued at 16.42 billion British pounds. In 2023 the market size was 19.76 billion British pounds (Statista, 2023). After the Covid-19 pandemic, the hotel industry has captured market growth once again. Instead of significant growth, the UK hospitality sector is currently facing various challenging situations both internally and externally. The internal and external challenges impact organisation performance. The challenges are identified due to economic conditions, the COVID-19 pandemic, political instability, work-life balance, and pay and benefits.
Figure 1: Market size of the hotel industry in the UK from 2013 to 2022
(Source: Statista, 2023)
External challenges
Political instability: Political instability has created major uncertainty and volatility in the hospitality sector (Burnett & Johnston 2020). The reason for political instability has been identified due to Brexit. Due to Brexit, consumer lost their confidence because it has been created this option of supply chain has. In 2016 the UK decided to leave the European Union which impacted the tourism industry. The uncertainty and anxiety in business dealings with the current hospitality sector. Travel and tourism have decreased because Brexit impacted not only tourist engagement but also had to attract workers outside of the UK.
Economic condition: The current economic condition is the major part that affects the hospitality sector. The economic downturn has created a lack of interest in tourist engagement. Behind the economic uncertainty, Brexit is the primary reason for consumers not being attracted to the service (L et al. 2023). The Brexit movement impacted the intermediate value of the British pound. After the vote to leave the EU, the British pound has dropped significantly against both the Euro and the US dollar.
COVID-19 pandemic: The worldwide pandemic impacts the hospitality sector because strict lockdowns and social distancing reduce customer engagement (Dube et al. 2021). Additionally, due to the Pandemic, most of the employees lose their jobs. The pandemic restricted various operations. As a result, consumers lost their confidence to take the service of hospitality.
Intense competition: The UK hospitality sector especially for coffee shop market is now highly competitive. There are lots of restaurant and coffee shop businesses available that are putting pressure on C & C.
Technical factor: Most of the hospitality sector now prefers technical assessment on food delivery. Technology also attracts consumers in the hospitality business because consumers get quality services such as pre-booking, cancellation of booking and internal accommodation (Ranasinghe et al. 2022). The increase in technology has created an opportunity to profile better online feasibility and ensure data security. However, technology investment is cost-effective and digital disruption may create a violation of data security.
Challenges of the labour market: The hospitality sector of the UK is facing the challenge of retaining skills because Covid-19 created a strict lockdown where management did not provide necessary skills to employees. (Baum et al. 2023). Additionally, the hospitality industry increases wages to attract talented workers from other countries. A high turnover rate has been found for the C&C in 2019. The labour market shortage of skilled workers due to Brexit and competition has created an issue.
Internal challenges
Relationship with management: Lack of training employees cannot provide a positive environment and cannot deliver quality work. Management’s lack of training guidance impacts the relationship between management and employees (Agarwal 2021). As a result, employees lose morale, performance and job satisfaction. Poor relationship management leads to conflict and reduces productivity. The case study of C&C the Glassdoor review has found the issues.
Lack of work-life balance: Employee work-life balance is a crucial element because it boosts employee morale. Lack of training and terrible work-life balance employees cannot get a proper break. The Glassdoor review has identified 8 and 9 hours of shifting and not given a 30-minute break.
Lack of communication: The management is not well trained in the hospitality sector of the UK. Lack of communication skills, employee motivation level decreased and organisation culture violated organisation performance (Paais & Pattiruhu 2020).
Pay and benefits: The employee payroll system is crucial that satisfy employees’ job roles. In the hospitality sector of the UK lack of payroll system and benefits lead to high turnover and reduced productivity. According to the case study of C&C, employees suggested that the payroll system is terrible for the organisation and will lead to high turnover in 2019.
Approaches leading and managing people
Effective leadership and management approaches for C&C result in potential problems. In this regard, a transformational leadership attitude challenges and impacts the organisation’s performance. Transformational leader communication approaches provide effective support to employees to engage motivation in the workplace (Chua & Ayoko 2021). Transformational leaders can identify the current challenges such as employee lack of diversity, employee morale, payroll systems, and financial instability, improve the communication approach, and manage the training and quality recruitment. The management of C&C needs to adopt a transformational leadership approach to implement a flexible working arrangement and equal payroll system that benefits overall employees to improve job satisfaction. Analysing the UK hospitality sector, lack of leadership management cannot navigate the organisation’s performance and address the potential challenges. In this regard, C&C leaders need to follow the transformational attitude to change the organisation structure so that cultural knowledge not only impacts organisation customer behaviour but also provides real opportunity for employees to enhance their morale.
Figure 2: Transformational leadership
(Source: Chua & Ayoko 2021)
Question 2:
Critically evaluate potential new approaches for leading and managing people
Analysing the current business strategy for C&C the organisation has been facing multiple challenges in the UK coffee shop market. The company sells a variety of sandwiches, coffee, cakes and other beverages. After 2015 the problem started because of sales. Increasing number of competitors in the UK market the company started to struggle financially. The COVID-19 pandemic has created a financially difficult situation. As a result, the company was obliged to sell the consortium to previous C&C managers. Managing and leading the people the current leaders make various commitments to achieve the performance in the upcoming 3 years.
Existing approach for C&C
Poor employee engagement: According to the Glassdoor review it has been identified that the previous employees have been suggested the poor employee engagement strategy for management. Leaders and managers of C&C could not provide effective training and skill management programs that boost employee morale. However, the lack of an employee engagement strategy negatively impacts organisation performance.
Issues of high turnover: According to the organisation’s case study, a high turnover issue was identified in 2019. Due to poor management employee turnover was over 100%. Additionally, management does not have any positive strategy for employee engagement and turnover that can be implemented in business in the upcoming years. The overall rating in Glassdoor has been identified as 3 of 5 due to employee turnover issues and lack of employee engagement.
Poor working conditions: Organisation working conditions do not benefit employees. As a result, the issues of high turnover, lack of health and safety and lack of work-life balance are common issues in the workplace. The poor working conditions impact the overall organisation performance (Rasool et al. 2021). Somehow, lack of training and planning management the employees were not satisfied with the job. On the other hand, the poor working environment and health and safety violations are noticed in the Glassdoor review. The senior manager and other leaders provide some unrealistic goals that impact the well-being of the staff for quality of service.
Management communication style: There are several arguments about the management communication approach. The basic management approach does not accept the quality of communication skills (Ushakov et al. 2020). According to the Glassdoor review, it has been identified that several management issues are due to a lack of training. Management will take the implementation of a communication approach in the next 3 years. The objective of the leadership view follows the feedback and listening mechanisms where C&C can achieve the strategic goal. Business collaboration strategy needs an open communication approach.
Inconsistency in payroll system: The organisation’s payroll system is terrible and impacts the organisation increasing the turnover issue. The problem with the payroll system was that the hard-working employees were not motivated to work in such critical conditions. The payroll system impacts employee engagement and turnover in business which is a considerable concern for leaders.
Health and safety: According to the employee’s remark the C&C do not provide any health and safety standard for employees. The primary rationale behind the health and safety concern is the lack of training. Health and safety protocol maintains workplace culture and diversity (Colmekcioglu et al. 2022). Leadership training and guidelines impact the overall well-being of employees. The horrible management performance does not provide health and safety equipment. Lack of management coordination, unfairness and additional training the C&C to suffer such critical conditions.
| Glassdoor review | Remark |
| “Lovely regular customers. Met some good friends” | Positive |
| “No real opportunities for advancement” | Negative |
| “Never put enough staff on shift. Bad at giving breaks, you can work an 8-9 hour shift and not be given a 30- minute break. Never know when your shift will end.” | Negative |
| “No gratitude for anything, lazy people get paid the same as hard working employees” | Negative |
| “Head office only cares about the numbers, not the people” | Negative |
| “Horrible management, no training at all” | Negative |
| “Terrible company to work for expected to give absolutely everything for nothing in return. Won’t pay for overtime.” | Negative |
| “A lot of unfairness. If the manager is your friend you’ll have advantages Senior managers tend to be offensive and won’t think twice before humiliating you.”
|
Negative |
| “The staff at my store are nice. You get free food and drink, even though you aren’t officially allowed it. You get to keep your tips if you are a waiter.” | Positive |
| “Management are underqualified and not trained. Many health and safety violations, especially regarding food”. | Negative |
| “Managers don’t listen, they tell us what to do with little or no consideration for us.” | Negative |
| “Friendly and supportive staff who were happy to swap shifts. Tips” | Positive |
| “Staff discount on cakes and food” | Positive |
According to the Glassdoor review the new approaches are mentioned below:
Potential new approach
Promoting diversity and inclusion: Diversity and inclusion knowledge is the potential new approach for the management and leaders that can provide an effective workplace culture (Vashishth & Jhamb 2021). Diversity and inclusion satisfy employees’ morale. In addition to that diversity and inclusion approach reduces the workplace’s negative aspects.
Establish proper collaboration and communication: Regular feedback mechanisms can demonstrate organisation performance. The feedback can be collected from open communication and via technology. Mitigating issues of workplace culture, health and safety payroll system and high turnover open communication collects feedback from employees constantly to boost their performance.
Employee well-being program: The current management and leaders of C&C focus on employee’s well-being so that the organisation can recover in the upcoming 3 years. In the employee well-being program leader ethical business practices and feedback mechanisms provide quality and consistent performance.
Providing training: Training addresses the major problem of the organisation (Waqanimaravu & Arasanmi 2020). Employee turnover, health and safety, leader lack of knowledge and other unfair issues can be resolved by constant training. Leaders of C&C training guidelines develop employee progress and enhance organisation morale.
Inclusive work environment: Inclusive work environment possibly provides employee engagement (Szentesi et al. 2021). An inclusive culture is needed to implement workplace culture. Management and leaders’ inclusive work environment strategy can align team performance, communication and collaboration.
Herzberg’s Two-factor theory
The theory is effective in the present situation for C&C. According to the case study of C&C, employees’ poor engagement, lack of motivation, turnover and health and safety standards are the common challenges organisations face. The theory identifies effective factors such as motivation factor and hygiene factor. Employees’ motivation can be increased due to reward and recognition, payroll system and workplace culture (Ali et al. 2020). Addressing the poor management strategy, the motivation factor can be increased for employees. Currently, employees of C&C do not get proper workplace health and safety standards and inconsistency in payroll. The lack of appreciation for the hardworking employees needs reward and recognition and an effective payroll system. This contributes to employees’ motivation level in the long run. Hygiene factors indicate workplace flexible timing, health and safety standards and salary (Lee et al. 2022) that impact the satisfaction level of employees. The management employee engagement strategy needs to analyse Herzberg’s two two-factor theories that can assist employees in evaluating job satisfaction in typical conditions. Management motivation and hygiene factors can provide quality working conditions. As a result, the Glassdoor review can be resolved in a quick time.
Figure 3: Herzberg’s Two-factor theory
(Source: Lee et al. 2022)
Question 3:
Key learning and development requirements
Figure 4: The learning and Development Cycle
(Source: Self-created)
Need assessment: Identify the key learning development requirement for the leader of C&C need assessment needs to be analysed. Analysing the Glassdoor review it has been identified that the managers need multiple assessments to resolve the poor management issues. Additionally, high turnover and lack of employee engagement are current problems for the organisation. Employees cannot get proper health and safety standards and payroll systems. The overall assessments are needed to incorporate the issues for C&C. The need assessment is the first stage of the learning and development cycle. Analysing the problem and resolving it in a quick time will implement the business for a competitive market in the hospitality industry.
Identify the learning needs: In the learning and development strategy, the management of the organisation needs to focus on specific areas such as management skills and competency. Specific skills and knowledge can identify the issue of employees (Giousmpasoglou et al. 2020). The management needs to understand the nature of employees and resolve potential problems with feedback mechanisms. Open communication, training, skill management and motivation engagement can accurately diagnose the problem (Rabiul et al. 2023). Effective management identifies the individual employee’s problem and resolves the issues so that the lower motivation level does not harm the organisation’s strategic business objective. In the learning needs management needs to promote diversity in inclusion to resolve the negative workplace culture.
Setting objectives: After diagnosis of the problem managers need to set some strategy coal to improve such critical conditions. A clear and measurable strategic objective not only impacts employee behaviour but also enhances management skills (Ali & Anwar, 2021). Management needs to set KPIs that can achieve the overall goal within a specific deadline. In the upcoming 3 years, the management will try to resolve the organisation’s issues. In this regard, KPI can measure each of the employee’s performance for the upcoming business requirement.
Plan and design of learning: Evaluate the design of learning and implement the learning intervention managers need to address the lack of gap. Leaders and managers’ strategic issues such as open communication, diversity inclusion knowledge, health and safety standards and payroll systems decrease the motivation level of employees. As a result, in 2019 C&C faced a high turnover rate. The customised training program can address the challenges and incorporate the leadership program. Learning design programs can be evaluated through specific material such as workshops, job training and online courses (Schettino & Capone 2022). Mentorship coaching and guidance regarding organisation problems also support the managers in resolving potential issues. Additionally, e-learning platforms can be beneficial to identify how to enhance the well-being of employees.
Implementation: Implementation of current program manager needs to participate in various programs. In the group discussion, open communication and learning management tools support the managers in identifying specific issues. Continuous communication and learning approaches evaluate the manager’s performance and encourage the collection of feedback mechanisms from employees (Liu et al. 2022). Ongoing training and necessary learning tools support the management in analysing the specific issue.
Evaluation: The final evaluation of learning and development plays a positive role in organisation management. Management’s regular feedback-collecting process, training program and learning assessment tools support the manager to increase employee engagement (Ndlovu et al. 2021). Additionally, incorporating the final evaluation benefits employees to get health and safety standards and enhance morale.
Critically assess a range of learning and development interventions
The learning and development interventions and strategy for leaders and managers effectively assist the employees in resolving the issues. Additionally, learning development intervention possibly mitigates the business problems and implements the overall business success in the upcoming 3 years. In the learning intervention strategy manager and leader of C&C need to adopt an effective coaching program. The personalised coaching program and mentorship guidance implement the communication approach. Through communication managers and leaders can collect various negative feedback. According to the case study of C&C, employees’ lack of engagement, motivation and morale change the organisation structure. In this regard, mentorship and coaching programs assist managers and leaders in identifying employee attitudes. Managers and leaders always work closely with employees and customers (Jawabreh et al. 2020). They can accurately diagnose the nature of employee attitude. An E-learning platform is a flexible process and also cost-effective. However, the current learning platform can play an intervention role for managers and leaders. Additionally, by taking part in various workshops both manager and leader can enhance their interpersonal skills. Interpersonal skills are very much needed in the workplace to identify the problems of employees (Frye et al. 2020). The skill manages employees not only potential problems but also eliminates upcoming challenges. As an intervention strategy, a well-being program is another consideration for employees to satisfy in the specific workplace. Effective guidance and intervention strategies reduce the burnout situation. Finally, diversity of inclusion training impacts the organisation’s productivity and strategy. Diversity, equity and inclusion training programs align the expectations of employees that support organisations to build an effective culture.
Question 4:
Reflecting on learning and experience
Gibbs reflective model
Gibbs’s reflective model can evaluate one’s own experience in the learning journey. The model advocates the various principles that identify how individuals collect various knowledge, evaluation, analysis and feelings. The model has six effective stages such as description, feelings, evaluation, analysis, conclusion and action plan (Adeani et al. 2020). Gibbs model evaluate my learning journey in the module.
Description: In the leadership and management strategic challenges journey for C&C I have acquired various learning needs. The case study has analysed the complex situation of Coffee and Cake. First of all, the organisation established its coffee chain business in six locations around the UK. Most of the locations are Centre it in railway stations, shopping centres airport and high streets. The business of C&C maintains quality standards and increases revenue. The organisation maximised profit in the UK coffee shop chain market at the beginning. After 2015 the problem started due to increased competition. After collecting several years of good profit, the organisation faced unpaid debts. The financial difficulty, employee turnover, negative Glassdoor reviews and employee negative morale are the negative outcomes for the organisation. In the stage of description, I have identified how the company faces a significant challenge due to the lack of strategic role of leaders. Leaders and management’s lack of skill raised various issues. Finally, the organisation faced financial difficulties and reputation. Moreover, the module has described how to understand and manage the people in the competitive business environment. The module has described a case of C&C where employees and management remark and performance has been analysed.
Feelings: I have identified a deep concern about the poor management performance of C&C. Lack of strategic management the employees were not willing to engage with the organisation for a longer process. I have identified that employee turnover increased in 2019 due to poor management. On the other hand, I have collected knowledge on how the organisation’s negative and positive reviews can be verified on the Glassdoor website. Glassdoor is a popular website for the hospitality industry where negative feedback from employees and customers over the organisation losing brand identity (Kashive et al. 2020). I have observed various negative reviews of employees such as poor engagement strategy, horrible payroll system, lack of communication, poor health and safety standards and lower organisation culture. I felt that to enhance the brand promotion in the competitive hospitality sector the negative reviews of customers and employees need to be addressed. Additionally, I have got a positive and negative feeling from the module. The module has demonstrated leading and managing people in current and future work. Moreover, the module has identified four useful questions related to C&C. The module has provided some sort of information about the questions. The information helped me a lot to complete the overall project. The research sources also assisted me to identify how to complete the assignment because key resources provided the materials of organisation HRM and employee role.
Figure 5: Gibbs reflective model
(Source: Adeani et al. 2020)
Evaluation: Glassdoor’s negative rating and high turnover are the primary problems for the C&C. I have identified that a career in a professional setting needs to focus on various commitments so that employee development has a positive impact on the organisation. The negative and positive analyses assist in enhancing my career development. I can implement my professional development by understanding critical issues. Through the module I have learned lots of things that assist me to complete the next project. Moreover, the module assisted me to evaluate the leading and managing people in the workplace. The module assisted me to apply various management tools and leadership theory for justifying the case study.
Analysis: Employees of C&C identified that training is the crucial element to reduce the negative aspect. I also identified that the organisation lacks training guidelines by the manager and the negative work environment loosens business sustainability. I reviewed that implementing professional development training can mitigate the overall management approach. The best part of the module provides a sufficient knowledge of organisational context. I have identified the positive and negative of the Glassdoor review of employees. additionally, role of leader and employees in the organisation. analyse the overall case study, I must apply the knowledge in the professional context.
Conclusion: I understood that reducing strategic issues and the organisation needed to identify the root of the problem. The overall management and leaders are the primary problem in the case.
Action plan: Communication skill is needed for open communication with employees. Group discussion and participation in seminars assist improvement of communication. I need to engage in group discussion and participate in a seminar to enhance my communication plan. Problem-solving skills identify the critical situation and take proactive measures to resolve the situation. I need to follow the leadership’s strategic approach. Leadership guidance not only focuses on customers but also focuses on employees. Leadership attitude incorporates stakeholder management and promotes diversity and inclusion. I need to follow the leadership’s strategic steps. Employees’ negative feedback and customers’ negative attitudes can be resolved through conflict resolution skills. In this regard, open communication with colleagues and follow various leadership books and journals assist me. Time management assists to finish any module within the deadline. By finishing multiple projects work I can manage time management.
Demonstrating about accessing to spurt the module
Ask service: The supporting activity assisted needs to complete the assessment. Ask service to assist me to resolve my answering questions. In addition, I gave advice on various academic topics such as time management, academic theories and model and research methods.
Study coach: study coach assisted me to recognise the learning style. I can manage my study habits using relevant research skills and support from online resources are beneficial. The study material skills and resources positively assisted me in evaluating the discussion about the organisation issue. I have explained every supporting theory such as transformational leadership skills and motivational theory.
Personal Academic Tutor (PAT): PAT constantly supports me by providing various sources. I have an approach to complete the assignment. In this regard, critical thinking assisted me to resolve the module. The relevant research skills and support from online resources are beneficial. The study material skills and resources positively assisted me in evaluating the discussion about the organisation issue. I have explained every supporting theory such as transformational leadership skills and motivational theory.
Library services: Library service was quite helpful to complete the module. I got various information from online sources. I have used various reliable information from database journals and e-books. In this way, I finished my assignment and drew a conclusion.
Tutors beyond the classroom: Regular communication with teachers outside the classroom assisted me to understand the module materials. Additionally, the tutor provided supporting knowledge about leadership theory and motivational theory of organisational context. Analysing the current assessment, I have gathered knowledge that assists me in evaluating my personal experience. The experience also enhances academic performance. I can manage time properly so that in specific time I can complete the project deadline.
Conclusion
Analysing the case study of C&C, it has been identified that leadership and management are crucial factors in the hospitality industry. Lack of management and leadership strategic view the organisation can suffer various challenging situations like C&C. The management communication, collaboration, health and safety standards, payroll system and workplace culture depend on proper management function. The case study has evaluated such negative aspects of C&C. In this regard, a positive training establishment can be beneficial for managers and leaders to eliminate the negative reviews in Glassdoor. Additionally, transformational leadership theory is the best approach for the organisation to evaluate the critical challenges internally and externally. Herzberg’s motivational theory also incorporated proper support for employees to stay with the organisation.
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