Hotel Management Challenges & Solutions

This assignment explores the various challenges faced by employees in different departments of a hotel, drawing from personal experience as a trainee at PULLMAN HYDE PARK SYDNEY. The text details issues such as language barriers, dealing with difficult customers, overbooking, and prank calls. It then proposes solutions for the hotel management to address these problems, focusing on staff training, motivation, standard operating procedures, guest privacy, and ambiance improvement.

Running Head: HOUSEKEEPING TRAINING 1
HOUSEKEEPING TRAINING
AUTHORS NAME
UNIVERSITY OF AFFILIATION

HOUSEKEEPING TRAINING 2
Hospital management is the management of different departments of a hotel and the employees
so that the guest who is visiting the hotel and paying for their services feel welcomed and have
fun in their stay(James, 2017). The employee in the hotel has to be friendly and welcoming so
that the guest can revisit the hotel in the future. Staff employed at the hotel should perform their
duties to their level best and offer high-quality standards (James, 2017). The reason behind this
is, one is dealing with people or in the scenario of conference and conventions, serving any
management level. The people served are the same ordinary people who must have a strong
feeling of customer service satisfaction and who will want to return to the same place in the
future if the need arises. From the training experience at PULLMAN HYDE PARK SYDNEY, I
realized that now everyone can work in hotel management. The people who work there pose
specific skills. No matter the place that one works in hospitality, one must poses people skills to
a level where they are confident in their role and are perceived by guests as friendly. One has to
be diverse in their thinking and must have a versatile approach. One should be able to think very
fast; this is because there are moments when the problematic situation arises and has to be dealt
with promptly and swiftly. One has to empathize with the customer and resolve any query raised
by the customer as fast as possible.
In my experience as a trainee, I was placed in a different department so as learn new things from
all the units before my program come to an end. First, each department has various challenges.
During my time at business development department, the pressure of growing the organization
was so intense due to stiff competition from competitors. The problem was to increase business
market share segment; this can only be achieved through increasing the customer trust due to
satisfactory services (Gourmet Marketing, 2017).Secondly, language barrier with people of
different ethnicity. The hotel received the international guest; I was expected to know different
languages (Hotelexecutive.com, 2017).I was only aware of my mother tongue and English. This
posed a significant challenge, and more often I had to ask for help. Thirdly, handling customers
who are stubborn was another challenge. Some customers were too difficult to manage, and there
are moments when they were rude, but I had to be calm and help them out. Fourthly, during
times when there are overbooking in the hotel, it was a challenge to deal with a large number of
people. Handling different call from accommodation guest to deliver food to their rooms, there
are moments when I was confused. There was the moment when I was required to work long
hours than stipulated time. This posed a significant challenge to me due to inadequate means of
transportation and security issues on getting at home. Lastly, some customers made prank calls to
book rooms and venue for conference. Before they detected to be frauds, the hotel will have lost
the chance to offer the apartment to willing consumers. I was challenged in differentiating the
fraudsters from the right customers.
The hotel management should consider having the following changes in regards to its
housekeeping duties: Staff duty roster should be prepared and supervision of staff disciple and
the way they conduct themselves. The hotel should train new employees on the responsibilities
and quality of work expected from them by the company. I realized there is a need for employee
motivation and counsel since they go through a different harsh situation and harsh treatments
sometimes from customers. The hotel should maintain and establish standard operating
procedures for cleaning and develop a new process to increase the efficiency of labor and
products use. The housekeeping should redo the décor of the hotel. They should create a more
pleasant and classy ambiance since this is a significant concern for guest. The trainee should be
trained on the privacy; any guest irrespective of the class would like privacy to be maintained

HOUSEKEEPING TRAINING 3
during their stay at the hotel. The trainee should be trained to ensure the privacy of the guest;
they should be taught on the procedure of entering the room.

HOUSEKEEPING TRAINING 4
References
Anon, (2017). [online] Available at: https://www.quora.com/What-are-the-challenges-faced-by-
hotel-managers-1 [Accessed 18 Nov. 2017].
Anon, (2017). [online] Available at: https://www.linkedin.com/pulse/duties-responsibilities-
housekeeping-staff-ashraf-kamel/ [Accessed 18 Nov. 2017].
Gourmet Marketing. (2017). Top 6 Problems Hotel Managers Face | Gourmet Marketing.
[online] Available at: https://www.gourmetmarketing.net/top-6-problems-hotel-
managers-face/ [Accessed 18 Nov. 2017].
Hotelexecutive.com. (2017). Hotel Human Resources� Five Greatest Challenges - and what to
do about them, by Joyce Gioia. [online] Available at:
http://hotelexecutive.com/business_review/3009/hotel-human-resources-five-greatest-
challenges-and-what-to-do-about-them [Accessed 18 Nov. 2017].
James, A. (2017). What is Hospitality Management and What Does it Involve. [online] HMM
Fenix.com. Available at: http://hmmfenix.com/388/hospitality-management/what-is-
hospitality-management/ [Accessed 18 Nov. 2017].
Topics, Sample Papers & Articles Online for Free. (2017). Role of housekeeping department in
hospitality. [online] Available at: https://studymoose.com/role-of-housekeeping-
department-in-hospitality-essay [Accessed 18 Nov. 2017].