I would be forming my in-group based upon merit not favouritism and that would encourage those employees who would be in the out- group to work harder instead of retaliating and leaving the hotel. It would be a good way to motivate my employees and would result in a much higher performance and higher productivity.
Since, in hotel business there is a lot of direct interaction with the customers and the worker is always communicating with the customers so it would be extremely important that all the employees are satisfied and are happy enough to provide the best atmosphere to the customers to make sure that the hotel offers the best available service.
In order to ensure that the employees are satisfied, I would conduct regular surveys and would also let them take part in small decisions and give them a limited amount of autonomy so that they are highly motivated to perform their job (Gerson,1993. This would help them to feel that they are more in control of their job and would give rise to job satisfaction and ultimately customer satisfaction.
This means that customer satisfaction is not only achieved through providing the best services and best products and atmosphere but it highly depends upon the satisfaction of the staff as they tend to work harder and then help in providing a much better environment and commitment to quality which helps in raising the standard of any organization (Decker, 2001).
So, to me Hotel management would not only be a job but it would be a medium to improve the organization and to increase the motivation of my employees and make sure that there is no gap between the employees and me (Goleman, Boyatzis & Mckee, 2002). As a leader, I would try to pay attention to the feelings and emotions of my employees in order to make sure that I become an effective leader.