Presented By:

Nisha Agrawal(Roll-27)
BACKGROUND
 This case is about the Mandarin Oriental hotel in
Bangkok, one of the world wide leaders in hospitality
management.
 It deals with the HRM practices that the organization have
initiated to motivate their employees.
 For this purpose, the organization set up a separate area in
the hotel dedicated to the well being of their employees
which was named as o-zone.
 The basic motive of o-zone was to provide work places
which support fun and enjoyment as a part of work life
balance.
 After the implementation of o-zone, survey was
conducted and evaluated to interpret the employees
perception and expectation regarding the same.
 There are many HR practices which leads to the better
performance of the employees in the organization.
 For example: Herzerberg’s theory of motivation which
emphasizes on two factors- Hygiene and Motivation.
 There is a future scope for research in the study
because the evaluation is done on short term basis but
the long term impact of ‘o-zone’ department still
needs to be surveyed
1.Critically evaluate employee perceptions
of the o-zone in terms of job rewards
 Opportunity for socialization for both the male and
female employees.
 Employees from different departments respond in
different ways to job rewards.
 With regard to work experience, health zone showed
significant difference in perception.
2. Explain the effects of the o-zone on
intrinsic motivation factors in employees.
Provide examples when possible.
Intrinsic motivation involves engaging in behavior because
it is personally rewarding; essentially, performing an
activity for its own sake rather than the desire for some
external reward.
Example:
 Wall of fame - recognizes employees with single
accomplishments
 Mind zone – a dedicated area for relaxation and
meditation.
 Dream zone – a dedicated area for relaxation and
meditation
 Citations from employees indicating intrinsic
motivation needs.
 “sometimes it is not only salary, it is the thought that
counts.”
 “because of the good environment, it helps me enjoy
more.”
3.Explain the effects of the o-zone on extrinsic
motivation factors in employees. Provide
examples when possible.
Extrinsic motivation occurs when we are motivated to
perform a behavior or engage in an activity to earn a
reward or avoid punishment.
Example:
 Fashion zone – offers employee uniform cleaning and
maintenance
 His & her – a personal grooming area.
 Health zone – availability of a nurse or doctor for
employees’ health care concerns.
 Café 48 – provides snacks and refreshments at a discounted
price.
 Kisok 48 – sales Mandarin Oriental items at an employee
discount
 Colleagues Concierge – a specialized service for employee
needs.
 Relax zone – a fun area where employees can be
themselves.

Citations from employees indicating extrinsic hygiene

factors:
 “with a very pleasant working environment (with the o-
zone), it really makes me want to work enthusiastically.”
 “this is a truly happy workplace which makes us different
from other hotels.”
 “the o-zone improves harmony between colleagues.”
4.Discuss future challenges of the o-zone in terms
of employee expectations of the work
environment.
 No time management
 Hamper of work
 Loss to the companies
 Customer dissatisfaction
 Poor quality of work
 Conclusion
In this case, the o-zone department improved the
Herzberg’s hygiene factor of motivation for employees
at Mandarin Oriental hotel. It also enhanced the
recognition and appreciation of employees.
This study also supports HRM and hospitality
research which examines the role that organizational
commitment and job satisfaction play in influencing
employees to remain in an organization and the
importance of designing effective retention strategies.
Thank You