Academic Master

Human Resource And Management

Hospitality and diversity management (The Kenyatta Hotel)


The Kenyatta Hotel is situated on the Mombasa coral island and disregards the Indian Ocean. In spite of the fact that the inn is a piece of a global chain, it is permitted to make its very own giant number working choices. The parent organization must endorse every single unique material. Recommendations for approaches and methods are given. However, the HR office is offered the expert to change them to address the issues of particular inns.

Mombasa is a remarkable ocean passage for eastern Africa and is Kenya’s most seasoned and the second biggest city. A specular coral reef keeps running along the coastline. The shorelines of Kenya have turned out to be one of the world’s most unique attractions with a lot of chances for water bolsters. The more significant part of the nation’s global lodgings are based along the bank of Kenya, has various overall business explorers and travellers. The waterfront atmosphere is hot and moist with the temperatures averaging 70 degrees Fahrenheit. The Kenya inn is a four-star lodging that has 200 double rooms and twenty-five suites. Each room has singular atmosphere control, coordinate dial telephone benefit, a shading TV, a gallery and a deal store box.

The Kenya lodging is a first gathering and meeting place for the territory, with a limit of 550 visitors. The inn ages more than 80 percent of the wage from visitor’s rooms and nourishment and drinks and 20 percent from the gathering and meetings.

Key problem

What the critical issue with the different variety administration for this situation thinks about is English talking. A significant portion of the general population for this situation think about can’t talk appropriate English. Omari Koch the head cook and the kitchen administrator for around eight years. Before resulting in these present circumstances in, he worked in the Lion Tourist Hotel. Indeed, even he is extraordinary in his obligations. He has incredible administration aptitudes at work. He is a brilliant cook and has a decent transport to the general population, the two workers and visitors. Be that as it may, with regards to the relational abilities, he tends to be bashful. He has weak innovative undertakings, he doesn’t communicate in English, and this is the real issue with the decent variety administration. When one can’t talk appropriately with his customers and clients then how one can expect that his customers will get the way they are hospitalizing them or giving them. Likewise, the significant issue is that Anthony would view his thoughts as unimportant, so he keeps quiet. If one doesn’t talk and don’t have self-assurance then how the other one will comprehend you or get you that what you are endeavoring to state. So you should communicate, and you should share or convey your plans to others.

Above was about the Omari Kosh yet more than 80 percent of the agent representatives originate from the different parts of Mombasa or live inside the region. A significant portion of them arise from the Swahili ethnic gathering and communicate in Swahili, Kenya’s national dialect. Most representatives can comprehend English, yet few are conversant in teaching in English. Most representatives have secondary school training and numerous times of work understanding yet talking in English is the real issue.

Theoretical framework

Origin of the development

Management diversity has excited throughout the world from the beginning of time. Ethnic, cultural and communicational differences could be found within the hotel. This all has affected the hospitality management because if the staff doesn’t have the confidence to speak and unable to share views with your clients. Although their attempts to eradicate the issues of communicational skills has not been entirely successful.

Reasons for the development

Why can we recognise this excitement about the management diversity in the hotel if it is always part of the hotel?

That the origin of this “new” development is in the Kenyatta hotel is evident that the communication skills must be improved. Here the theoretical framework introduces and describes the theory of communication and speaking English explains why the problem under the Kenyatta hotel exists. The demographical trend will give the workplace a different look.

It is not new for business leaders to manage a diverse workforce and communication skills, but they should become aware of the potential and communicational benefit of this effective change in the Kenyatta hotel.

Speaking English is not a matter of debate, it is a fact. It presents one of the most significant challenges Kenyatta hotel is facing. One should be aware that only through hard work and committed, responsible leadership is not enough for potential benefits but also the issues and communication and speaking English by the employees to clients is compulsory.

Diversity Management

One of the fundamental barriers to diversity Management is the language and terminology used by those who promote it. The primary point is hospitality if staff is unable to communicate in English in the hotel then there will be a barrier between a client and an employee. The workforce will directly affect this if employees of Kenyatta hotel are unable to speak proper English and your customers are English spoken. Sender and receiver shouldn’t have the language barrier among them.

The point of this assorted variety is to recommend that a social structure, which is supported by a logical and multilevel conceptualization of decent variety administration, can help global exchange of different variety administration approaches and hones. It contends that the standard single-level conceptualizations of proper variety administration inside the region of official or authoritative strategy neglect to catch the social interchange of basic and argentic-level worries of fairness. Thus, singular decisions, hierarchical procedures, and underlying conditions all of which on the whole record for regular force uniqueness and disservice inside social and business settings remain for the most part under-investigated. The paper proposes a social system that extensions the partition between large-scale national, meso-authoritative and smaller scale singular levels of examinations to touch base at a more thorough, practical and setting particular confining of decent variety administration, which can conquer the troubles of universal exchange (Jones et al., 2000).

Application of theory

When talking about the James he needs an excellent quality of work and when it comes to quality of work he is very impatient. He argues that communication barrier will affect the customer needs. So he just imposed the English language for communication. He passed a policy that all employees must talk in English not only with guests but also with each other. This is the step which is taken to eradicate the issue of communication barrier between employees and guests. He said that if employees want to work in the Kenyatta hotel, then they must follow every culture of the hotel. Swahili people are aware of English language, so they do not need to learn anything, but other people must learn it. Few department managers have noticed that employees are shy; they are unable to discuss their issues with their managers or seniors. But after even solving this matter their performance was slow and steady pace, but James needs efficiency and speed. He found people lazy he discussed this matter with Owen that employee waste 5 minutes in just greeting the guests and he is unhappy.

Amina thinks that this matter will be solved only by the demonstration; she believes that this is the most efficient way of getting something. One day Owen told Amina that James is not happy with her performance because it is taking too much time. Amina felt hurt that how much she is doing to train employees and management is just degrading him. She resigned next day and joint another hotel, and now people are starting complaining about the Kenyatta hotel. It is argued that the given single-level conceptualizations of diversity management within the territory of legal or organizational policy fail to capture the relational interplay of structural concern in the hotel, give time to your employees so that they can prove themselves that they are capable of doing this all (O’Brien, 2001).

Mr. Thomas behavior and role

Thomas (1996) offers reliable ways to deal with decent variety administration. The first is the segregation and decency approach, the focal point of which is consistency with specific equivalent open doors statutory prerequisites in business. In this approach, directors anticipate that all workers will acclimatize to the overwhelming society; deviations from the standard are seen at any rate as an annoyance. The approach tends to duplicate the full-scale level conditions that manage mono-social strength in associations. Second is the entrance and authenticity approach, which depends on the acknowledgement and festivity of decent variety in the work environment (Pollert, 2003). As per this approach, a different workforce causes associations take into account the requirements of a various market, helping them increase both access to and authenticity of an assortment of clients. In any case, this approach does not enable assorted workers to join their one of kind points of view into the more significant association. Instead, they are regularly ‘categorized’ and conveyed to associate with customers with similar foundations. In this manner, the potential for an association to be a multicultural work environment is traded off. A third is the learning and viability approach which enables workers to settle on decisions given their social foundations. This last approach incorporates these foundations into the work forms, bringing the entire individual and not only a specific statistic quality into the association (Bendick, 1996).

Mr. Aerol role

He reliably offers proficient, amicable and connecting with an administration and lead and direct the everyday task of the office to guarantee benefit benchmarks are taken after. He handles Guest concerns and respond rapidly, logging and telling the correct regions likewise efficiently take an interest in day by day preparation, day by day warm up and office gatherings. He guarantees Room Attendants are educated day by day about needs in their segment and take after departmental approaches and methodology or different obligations as appointed (Adler.2000).

Contextual factors

The Kenyatta hotel is located on the Mombasa coral island and overlooks the Indian Ocean. Although the hotel is part of an international chain, it is allowed to make many operating decisions. The authority to change in any procedure or policy has human resource management. And here is hierarchy cart of the Kenyatta hotel.


The significant Consequence of Kenyatta hotel is that managers don’t trust their employees as Amina was doing work in a proper but she was taking a little bit more time. James degraded her on this point and then she resigned and joined another hotel. After that staff of Kenyatta hotel began to leave one after the other. Guests have complained about the rooms that they are not clean as they were before. So managers must give time to their employees so that they can prove themselves (Agocs & Burr, 1996).


A theoretical framework is arranged through which run administration can be comprehended from an administrative point of view and also staff viewpoint. The social system not just unites bits of knowledge from all layers of investigation rising above small scale, me-and full-scale level examination yet additionally helps question where office and structures may live. Also, a social approach might be instrumental in building up an extensive comprehension of the remarkable talks and establishments of different variety administration inside every general public due to its dependence on full scale national and recorded settings notwithstanding hierarchical and singular level contemplations. Managers should support and appreciate their clients if they are doing well because this is very necessary for their boosting their morale. Hence, the social system that is endeavoured to plot here not just rises above the positivistic versus interpretive polarity in examine techniques yet additionally catches the target and subjective substances of decent variety and similar opportunity.


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