Reflective Journal on Hotel & Hospitality Management

Running head: HOTEL & HOSPITALITY MANAGEMENT
Hotel & Hospitality Management

HOTEL & HOSPITALITY MANAGEMENT 2
Reflective journal on Module 5
I have worked as an Assistant General Manager in Regent Park Resort, Silam, Sylhet,
Bangladesh where different factors were observed by me. Throughout attending the course, I
have developed my understanding regarding the service profit chain, staff attraction,
empowerment, staff retention, and benefits packages. In this way, it was taught to me that the
service-profit chain is created from analyses of effective service organizations that put hard
value in the context of soft measures. It also aids the top executives in terms of targeting new
investment for developing services as well as, satisfaction level for higher competitive
effects. In addition, service profit chain aids in widening the gap among service leaders as
well as their merely good rivalries (Harvard Business Review, 2017). During my working
tenure in Regent Park Resort, it was observed that there are different factors that linked with
the service profit chains such as customer retention, customer satisfaction, value drives,
service quality and productivity, employee satisfaction, internal service quality, and top
management leadership. This would be applied by me to effectively provide the services
(Cole, 2016).
Throughout module 5, it was taught to me that retaining workforces is a key concern for
managers. In the workplace of Regent Park Resort, it was found that in current times,
employees demand higher from their superiors and while superiors do not deliver as per their
expectation then they are happy for walking in case of the new role. It was also observed that
there are two kinds of voluntary employee turnover such as push turnover and pull turnover.
The experience in Regent Park Resort has contributed to improving my learning regarding
the key retention factors such as the culture of clear values, mutual trust and respects, quality
of working associations, and effective leadership. I have also enhanced my knowledge that