The Monaco Hotel was one of the known facilities that practiced all elements of the MARS model, according to the video. MARS model personal behavior is a model that seeks to explain a person's behavior due to external and internal influences or factors combined ( Miller et al., 2010). According to the MARS model, the term denotes motivation, ability role perceptions, and situational factors that affect employees' results and behavior. The Hotel Monaco has been meeting the four elements of the MARS model by founding unique principles that pivot upon the collaboration of tangible treatments and tasks.
Motivation has been achieved in this hotel as one of the elements of the MARS Model. Guests are customarily assessed via a complex system that determines whether the visitor has visited the hotel for the first time or has returned to the facility. The services offered by Monaco are generally not visible in other hotels, which make it very unique. According to Khan et al. (2015), providing excellent customer service is crucial in the hospitality industry; Hotel Monaco outshined its competitors due to excellent services . Besides, the staff in this hotel have been working hard, and in some cases, they go past their call of duty. From the video, it is evident that the hotel has managed to create a pleasant environment in which the staff enjoys working. There is a sort of atmosphere in Monaco that makes the concierge bring family games to the guest in the room to promote a conducive environment, thus increasing the hotel efficiency. The staff has worked hard to ensure that the hotel has to remain memorable to the guest.
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The second element of the MARS Model is ability. According to Manik and Sidharta (2017), people’s attitudes and natural talents are generally directed by ability. In essence, the ability tends to relate to employees ‘competence and level of employee job sustainability. The exciting thing about the Monaco Hotel was its ability to function as a four-star mega hotel in a minimal capacity. Other smaller hotels could only manage to produce low-quality products, thus getting either a two to three-star. Monaco Hotel employs staff competent in the fields, which has natural talents that enable them to learn with ease and perform well in the hotel. This has also increased the staff's ability, knowledge, and skills for the best output.
The role of perception refers to beliefs about the required behavior to attain the necessary results . In the hotel, all the staff was aware of what was required of them as well as the associated importance of the allotted tasks ( Miller et al., 2010). Besides, they all understood the preferred behaviors for job completion. According to the movie, situational factors were also an element of the MARS model present in the hotel. Situational factors were similar to team members' environmental factors, time-bound, work facilities that facilitated behaviors. These were not controllable by the Monaco Hotel staff, but they played a significant role in its success.
To conclude, the video has depicted the four elements present in the MARS model. These elements include motivation, situational factors, perceptions, and ability. These elements enabled the hotel to acquire the four-star rating, unlike other smaller hotels of the same capacity. As a result, the Monaco Hotel managed to emerge as the best in the area, as depicted in the video.
References
Khan, I., Garg, R. J., & Rahman, Z. (2015). Customer Service Experience in Hotel Operations: An Empirical Analysis. Procedia-Social and Behavioral Sciences, 189 (2015), 266-274.
MacLean, B.N. (Producer), & Luchtman, K. (Director). (2003). Hotel Monaco Chicago [Video file]. Valparaiso, IN McGraw-Hill/Irwin.
Manik, E., & Sidharta, I. (2017). The Impact of Motivation, Ability, Role Perception on Employee Performance, and Situational Factor as Moderating Variable of Public Agency in Bandung, Indonesia. International Journal of Management Science and Business Administration , 3 (4), 65-73. https://doi.org/10.18775/ijmsba.1849-5664-5419.2014.34.1008
Miller, F. P., Vandome, A. F., & John, M. (2010). MARS Model of Individual Behavior . Alphascript Publishing.
