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Hospital Management Assignment

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Added on  2020-04-15

Hospital Management Assignment

   Added on 2020-04-15

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Running Head: HOUSEKEEPING TRAINING 1HOUSEKEEPING TRAININGAUTHORS NAMEUNIVERSITY OF AFFILIATION
Hospital Management Assignment_1
HOUSEKEEPING TRAINING 2Hospital management is the management of different departments of a hotel and the employeesso that the guest who is visiting the hotel and paying for their services feel welcomed and havefun in their stay(James, 2017). The employee in the hotel has to be friendly and welcoming sothat the guest can revisit the hotel in the future. Staff employed at the hotel should perform theirduties to their level best and offer high-quality standards (James, 2017). The reason behind thisis, one is dealing with people or in the scenario of conference and conventions, serving anymanagement level. The people served are the same ordinary people who must have a strongfeeling of customer service satisfaction and who will want to return to the same place in thefuture if the need arises. From the training experience at PULLMAN HYDE PARK SYDNEY, Irealized that now everyone can work in hotel management. The people who work there posespecific skills. No matter the place that one works in hospitality, one must poses people skills toa level where they are confident in their role and are perceived by guests as friendly. One has tobe diverse in their thinking and must have a versatile approach. One should be able to think veryfast; this is because there are moments when the problematic situation arises and has to be dealtwith promptly and swiftly. One has to empathize with the customer and resolve any query raisedby the customer as fast as possible.In my experience as a trainee, I was placed in a different department so as learn new things fromall 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 organizationwas so intense due to stiff competition from competitors. The problem was to increase businessmarket share segment; this can only be achieved through increasing the customer trust due tosatisfactory services (Gourmet Marketing, 2017).Secondly, language barrier with people ofdifferent ethnicity. The hotel received the international guest; I was expected to know differentlanguages (Hotelexecutive.com, 2017).I was only aware of my mother tongue and English. Thisposed a significant challenge, and more often I had to ask for help. Thirdly, handling customerswho are stubborn was another challenge. Some customers were too difficult to manage, and thereare moments when they were rude, but I had to be calm and help them out. Fourthly, duringtimes when there are overbooking in the hotel, it was a challenge to deal with a large number ofpeople. Handling different call from accommodation guest to deliver food to their rooms, thereare moments when I was confused. There was the moment when I was required to work longhours than stipulated time. This posed a significant challenge to me due to inadequate means oftransportation and security issues on getting at home. Lastly, some customers made prank calls tobook rooms and venue for conference. Before they detected to be frauds, the hotel will have lostthe chance to offer the apartment to willing consumers. I was challenged in differentiating thefraudsters from the right customers.The hotel management should consider having the following changes in regards to itshousekeeping duties: Staff duty roster should be prepared and supervision of staff disciple andthe way they conduct themselves. The hotel should train new employees on the responsibilitiesand quality of work expected from them by the company. I realized there is a need for employeemotivation and counsel since they go through a different harsh situation and harsh treatmentssometimes from customers. The hotel should maintain and establish standard operatingprocedures for cleaning and develop a new process to increase the efficiency of labor andproducts use. The housekeeping should redo the décor of the hotel. They should create a morepleasant and classy ambiance since this is a significant concern for guest. The trainee should betrained on the privacy; any guest irrespective of the class would like privacy to be maintained
Hospital Management Assignment_2

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