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Case Study 1: Why Is Everyone So Stressed

Jaspreet sat at her desk and could not believe the feedback received from the recent employee survey. As HR director for the Sun Ray Hotel Toronto Airport, she has always thought that the company had highly engaged and happy workers. However, the data were presenting a very different picture.

Sun Ray Hotel Toronto Airport had been in business for over 20 years and had been rapidly growing. The company employed over 1000 people, ranging from front line associates to supervisors, managers and executives. Jaspreet noted that only 200 people or about 20% of the workforce responded to the employee survey, but she couldnt understand why this was the case. The low response rate also caused her to wonder if the information presented was accurate and a true indication of problems at Sun Ray Hotel Toronto Airport.

From the responses received, employees indicated that they received constant calls from the office. Employees also indicated that they were often called in to work to cover a shift because of increase in occupancy or they were told to go home early due to the lack of work on certain days. Furthermore, some managers indicated that they hadnt had a vacation in a long time and that their boss encouraged them not to take time away from work.

Jaspreet was concerned and wondered what the next steps should be. The response rate was so low that she wondered if any action was required.

Questions:

What should Jaspreet do next? How would you prioritize the issue that needs to be addressed?

What are the possible consequences if Jaspreet chooses to ignore the results from the employee survey given the low response rate?

Why was the response rate so low, and how could this be improved for future surveys?

How would you describe the culture at Sun Ray Hotel Toronto? What key actions are required in order to change the culture, particularly regarding health and safety?