8 Pages
2053 Words
Introduction Of Guest Management & Room Service Management Skills Assignment
The aim of this report is to study guest management and proper room service management skills. In this report, the discussion is done on the skills that require managing the guests compliant with facility management and adopting work-based skill adoption. Moreover, the identification of issues in the delivery of service is also discussed in this report. The hotel is the place that gives the guest a place to rest or do any business-related work. Hotel management is the ability of the manager to manage the employee and make plans, coordinate, market and administer hotel service to satisfy the customers and attract huge customers.
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Training Program
| Topic |
Key Point |
Training Note |
| Make the Surroundings Clean |
- The environment where a person lives needs to be clean enough in order to maintain hygiene (Wei et al. 2020).
- need to ensure that the surroundings need to be clean
- Mitigate the chance of an unhygienic environment requires taking preventive measures
|
All the staff of the hotel needs to be very careful about the clean and hygienic premises, floor and restrooms. In a recent guests' review it can be found that guests are creating negative reviews towards the hotel related to the staff service. Therefore, it is advised to all the staff that the staff need to ensure that the rooms and the other surrounding rest of the hotel are properly cleaned and sanitized properly. |
| First Impression of the Guest |
- By March 2020, the hotel booking numbers were reduced drastically by 95% (Statista.com, 2022).
- The staffs need to present themselves in every preserve way so that the brand value of the hotel increases
- The staff have to guide the guests toward rooms and the restaurant area
|
It is found that the guest booking numbers in the hotels are generally decreasing in the UK by 2022. It is most important for the staff to make the guests feel pleasant by presenting them with a smile and speaking very softly and politely to attract their attention toward the high standard of service of the hotel. The staff needs to have complete knowledge of the technology, industry standards, health and safety measures, appropriate attire and professionalism to welcome the guests. The staff that is in charge of the initial welcome or in the security department need to give a formal salute or addressed them in a proper manner with respect. |
| Development of Staffs Professionalism |
- The Maslow Model helps the employees of Hotel Trinity to work effectively The Maslow model
- The staff will be provided with a reward and recognition for their work.
- Lee et al. (2020) define that this has become an important aspect of management practice and theory.
|
The Maslow Model helps the staff to develop a sense of security and belonging in their work and gives a sense of security toward work. The staff need to follow the law in order to increase their self-esteem mad self-actualization which motivates them to work. The staff need to have knowledge of the company’s policies through the handbook given to all that helps them to increase the professional technique to attract the customer satisfactorily. The staff will be provided with rewards and recognition for their excellent professional performance. The staff is instructed to listen to the client's complaint carefully and sit above. The staff needs to combine technical skills and professional attitude and guest-serving experience to attract customers. |
| Communication with the Client |
- The communication between the departments of the hotel and the guest needed to be very clear.
- The communication between the guest and the receptionist, and housekeeping needs to be very user-friendly so as to attract customers.
- Lee and Lee,(2020) opined that customer service needs to be very proficient in order to attract the huge customer base
|
The staff need to be very proficient and effective in their work and they need to work in a proper and coordinated manner in order to maintain Hotel Trinity's reputation to high standards. As per the hotel review, many guests have complained about the room service because they do not get the service on time. The hotel staff need to be communicative with the clients. The staff is being advised to have the potentially required information written with them. The reception department, housekeeping department, and maintenance department need to be available over the phone. The staff needs to be very active with the phones and they have to be very responsive and responsible towards the client service. |
| Solve Guest Query |
- The Hotel Trinity has faced a negative brand reputation that has created an effect on the business growth of the hotel after the marriage was cancelled (Hulldailymail.co.uk, 2020).
- It is recommended it the staff that they need to become very responsible le to manage the guest query by listening to them properly
- The hotel staff needs to be very well versed of the terms and conditions of the hotel and restaurant
|
The staff is being advised to have the guest service skills, like persuasive skills that help the staff to raise their sales skills and make them professionally confident enough so that they serve the customers and sell Hotel Trinity service so as to make them satisfied. In order to solve the query of the firm, the hotel staff need to become empathetic, which helps the staff to understand the clients or the guest 's emotions and points of view. It helps them to understand the query of the customer and find out the points of dissatisfaction and solve them. It is recommended it the staffs that they need to become very responsible le to manage the guest quietly by listening them properly. The kitchen department must know about the menu properly so that they can explain the dishes to the customers well and solve their queries related to the food. Moreover, the staff need to understand the client's query related to the housekeeping and health and hygiene issues and take the necessary and quick action to solve it. This will help the hotel to meet the organizational brand reputation and image among the customers. |
| Customer Service |
- The staff is being advised to meet the customer's wishes and send them professionally.
- The employee must fulfill the customer's demand at any time
- The staff are advised to serve the customer satisfaction with keeping a smiling face
|
The customers always need to be kept first in order to maintain the band image of Hotel Trinity. The staff is advised to serve the customer satisfaction by keeping a smiling face as it is shown as polite attire toward the customer. The staff must fulfill the customer demand at any time. The staff have to serve the customer with patience, be it any sort of work like being it of house cleaning service, food order service or any other. |
| Customer Attraction |
- The staff are being advised to give a welcome to the customers when they arrive
- In the cafe , the staff are devices to give free drinks to attract customers
- Customer satisfaction can become an n important factor in the growth of any industry (Kurdi et al. 2020).
|
The staff need to give the giveaway gifts to the customers on their departure and assist them with to their transport. The staff is advised to provide the amenities for the room and restrooms on time and, depending on the demand of the guest, they have to serve it as required. This will increase the image value if the Hotel Trinity among the customers. In the cafe the staff are devices to give free drinks to attract customers and provider chocolates to the kids and serve the food with a pleasant and appealing gesture in order or satisfy the customers. |
| Employee Training |
- They job description end to be clear to all the employees
- Train the employee with proper skills
- Staff have to meet customer issue solving skill
|
The environment of the place where they live needs to be very clean and hygienic. The staffs need to maintain pleasing decor, clean and comfortable furniture, proper lighting and attractive service. Staff, need to meet customer issue solving skills. |
| Teamwork Spirit |
- The staff needs to make a strong team as per the department
- To serve the customer properly they need to work coordinately
- The teamwork skill help them inform to get the proper support
|
The staff needs to make a strong team as per the department to serve the customer properly and help the service to become effective and fast. The teamwork skill helps them inform to get the proper support, replacement and benefits in the working ability gain among the staff. It will increase the staff coordination too. |
| Customer Satisfaction |
- Customers need a satisfactory service in terms of lodging, and flooding
- The staff need to follow the specific skillet in order to meet customer satisfaction
- The staff are being advised to meet the customer's wishes
|
Customers need a satisfactory service in terms of lodging, and flooding according to their requirements. The staff needs to follow the specific skillet in order to meet customer satisfaction and trust. The staff is being advised to meet the customer's wishes and perform them professionally to meet the customer satisfaction. |
Table 1: Employee Training Program
(Source: Self-Developed)
Reference
Hulldailymail.co.uk, 2020.Trinity Hotel responds to 'fake news' of closure as panicking brides cancel weddings.Accessed from:https://www.hulldailymail.co.uk/news/hull-east-yorkshire-news/trinity-hotel-closure-cancel-weddings-4428843[Accesserd on: 4.3.2023]
Kurdi, B., Alshurideh, M. and Alnaser, A., 2020. The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Management Science Letters, 10(15), pp.3561-3570.http://dx.doi.org/10.5267/j.msl.2020.6.038
Lee, J.Y., Rocco, T.S. and Shuck, B., 2020. What is a resource: Toward a taxonomy of resources for employee engagement. Human Resource Development Review, 19(1), pp.5-38.https://doi.org/10.1177/1534484319853100
Lee, S.M. and Lee, D., 2020. “Untact”: a new customer service strategy in the digital age. Service Business, 14(1), pp.1-22. https://doi.org/10.1007/s11628-019-00408-2
Statista.com, 2022.Change in monthly number of hotel bookings in the UK 2020-2022.Accessed from:https://www.statista.com/statistics/1339613/change-in-monthly-number-of-hotel-bookings-in-the-uk/[Accesserd on: 4.3.2023]
Wei, L., Lin, J., Duan, X., Huang, W., Lu, X., Zhou, J. and Zong, Z., 2020. Asymptomatic COVID-19 patients can contaminate their surroundings: an environment sampling study. Msphere, 5(3), pp.e00442-20. https://doi.org/10.1128/mSphere.00442-20
