Human resources management, international human resources management.
The case is suitable for undergraduate or graduate/training programmes specialised in international dimensions of HRM.
The study aims to evaluate the experiences of hotel employees at the Mandarin Oriental Bangkok's new employee centre. This centre, called the “O-Zone”, is an example of the hotel's commitment to the well-being of its staff. On a larger scale, it is an illustration of a method to maintain employee motivation and commitment in the luxury hotel industry. The case is particularly useful to investigate as the hotel has created a unique approach to employee well-being in a large urban setting where employees experience a stressful living environment, including long commutes. This is supported by studies in the literature which reveal that burnout and stress are important factors to consider for hotel employees.
Expected learning outcomes
The case study allows students to discover the following key learning points: an example of a well-being initiative for employees of a luxury hotel in the Thai context; an investigation of the need for employers in luxury hotels in Thailand to attract and retain talent; and an understanding of the use of incentives at work for employee motivation in the Thai luxury hotel industry.
Teaching notes are available; please consult your librarian for access.
The authors would like to sincerely thank Swiss Hospitality Applied Research Centre (SHARE) for its support in this endeavour. They wish to thank Sonia Tatar, CEO of Les Roches International School of Hotel Management, and Jeremy Hutchinson, Director of Academic Affairs, for their enthusiasm and for facilitating this study. In addition, many sincere thanks to the management and staff at the Mandarin Oriental Bangkok for their participation and kind assistance.
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