Improving Employee's Skills in Marriott Hotel

CONSULTANCY PROJECT
PROPOSAL
PROPOSAL TO ASSIST IN IMPROVING
EMPLOYEE'S SKILLS IN MARRIOTT
HOTEL
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To Director of Radisson Hotel
London
10/04/2017
Dear Sir
My name is Danut Huma and I work for a large Consultancy Company. We have made
several researches on your hotel and we have understood that there are internal problems with
the management. The management does not provide training to the new employees as they
promise from the beginning. They also treat the staff from operational levels as low and make
them feel unimportant. Team members are also not helping staff at all and they supervise closely.
The managers and supervisors must treat all employees equally and fairly. The staff receive
constant criticism and no constructive feedback. This had lead to a poor staff morale and high
labour turnover.
Furthermore there will be required changes to the hours of work on the different types of
contracts like on zero contracts in which the staff do not know how much they will work or how
much they will get paid. Rotas are also not made right by the management and they are
unbalanced and inconsistent. For example in a week an employee can work only 1 day or work
for seven days. All departments are short staffed and with high labour turnover means that only
few people are sufficiently trained. There is a lot of workload and increased level of stress on the
operational staff. The managerial system does not work effectively.
All these internal issues are affecting the whole business including the customers who are
dissatisfied with the services and products received. In the external environment the situation is
not good also. There is an increased competition from the other hotels that have more qualified
staff and provide better services and experiences. The hotel is required to revise its internal
policies and improve the customer service policies. Customers must get the promised services as
they pay higher rates to stay in the hotel. Revising the hotel's policies and making some changes
in its operation policies and procedures will increase not only customer satisfaction but also
employee satisfaction and engagement.
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The objectives of and key activities of the proposal suggested by myself are as follows:
1. recruitment and selection of new staff;
2. training to the existing and new staff;
3. design a new reward system;
4. make new contracts which include clear roles, responsibilities, hours of work and pay.
In order to achieve these objectives and reduce stress, workload the management of
Radisson hotel must make certain changes including the design a new reward system, provide
training, recruit new staff, and make new contracts which will clearly state the employment
conditions. This proposal can be implemented in 4 months and will have 4 phases. For each
phase will be allocated one month. After will be completed the period of 4 months will be made
evaluations and analyzed the situation, also compared it with the situation and results from
before starting the changes.
Below is detailed the timeframe which I consider appropriate for addressing all the
existing issues from the hotel. I consider that it is essential to increase the knowledge, skills and
commitment of the operational staff to achieve business efficiency and performance. Promoting
employees involvement ion work practices will also help in achieving job satisfaction and reduce
turnover. The management must also treat all employees fair and equal no matter their job role.
Activity: Month 1 (15
April 2017 -
15 May
2017)
Month 2 (16
May 2017 -
16 June
2017)
Month 3 (17
June 2017 -
17 July
2017)
Month 4
(18 July
2017 - 18
August
2017)
Responsibilities:
Phase 1:
recruitment
and selection
of new staff
Manager
Consultant
Phase 2:
training to the
existing and
new staff
Consultant
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Phase 3:
design a new
reward system
Consultant
Phase 4: make
new
employment
contracts
Manager
Consultant
I will work with the manager of Radisson hotel during all this time and provide him
details of each phase. I will also need him to help me in conducting recruitment and selection of
new staff which will suit the needs of the hotel. The training program will be designed and
implemented by myself together with other consultants from our company, the reward system
will be designed by my colleagues who are specialist in this field, and I will work with the
manager of the hotel to prepare new contracts of employment. I will also assist the managers and
supervisors in making effective rotas for staff.
The costs for this proposal are £20.000 for the whole period. This includes also training
and the use of other specialists from our consulting company. The payment must be done in full
with 10 days prior to the start date. We will be responsible to bring specialist individuals to
ensure that the services provided are at the required standards and in conformity with your
requirements. I will ensure that all the arrangements are in place and that the manager of the
hotel will be informed constantly of all the results and achievements. The information on
employees will be kept confidential and will not be used for any other purposes than for solving
the issues in the hotel and find the best solutions.
In case that you have any additional questions or enquiries about our services please feel
free to contact me. I will be waiting for a positive answer and hope we can start our collaboration
as soon as possible.
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1) Cause and effects of managerial challenges within hospitality sector.
The basic objective of each hotel industry is to gaining attention of large number of
customers through providing high beneficial services to their potential buyers, they are more
focused on rendering high quality services to them with addition of new and advance features in
it. Large number of customers are attract towards high quality goods and services rather than
cheap prices. So many hotel industries are concern on gaining attention of customers through
giving high quality services in very less price. It is not easy to manage all activities in hotel
industry (Allison and Kaye, 2011). Running a hotel is most difficult job and this also a most
rewarding experience and duty. Managers plays most effective role in hotel industry by work
on multiple issues and channels, there are so may conflicts that are faced by hotel firm in order to
reaching at higher position at market place. Some obstacles are describes as below:
High Competition: In today's scenario hotel industry can be considered as the most blooming
business, large number of people are attracted towards these type of firms and putting their
significant efforts in order to grow in the similar sector. A popular company helps in generating
high range of profit and revenue by offering their products and services to the customers how are
willing to taking advantage of offered services and products of firm. Travel and tourism are
widely focused on growing their business activities in a big geographical area and they keeps on
developing every year. Visitors and travelers are always look for most suitable accommodation
and food. In this business competition is very high due to high demand in accommodation and
food products. Hotel firms are gaining growth and success by providing most comfortable and
suitable services to visitors who are going to visit any place as per their own interest. Most of the
big hotel industries are cited at the place where large number of travelers are going for spending
their holidays. In this sector high competition is the major challenge and hotel firms are
implementing various effective strategies in order to attaining higher competitive advantage at
market place for giving high competition to their competitors. In respect of maintaining high
competition or profits existing or new competitors could effectively decrease rates and offer
most conveniences amenities and services or importantly enlarge, develop and introduce new
and effective products and services at market place .
Improper marketing efforts: Each hotel industry is focused on adopting most significant
marketing strategies in order to creating better awareness among public about their offered goods
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and services. Customers are mainly attracted on effective services which are more better as
compared to other competitors or industries, so each firm is concern on implementing their
business activities according to the most innovative tools and techniques. In today's modern
scenario mostly hotel firms are using online facility in respect of providing proper knowledge to
their clients and customers, this also helps in giving a detailed information about hotel
accommodation, food and other services. They also provide offers and vouchers to their
potential customers through offering high quality services in very less price. Poor marketing
efforts may leads the firm towards decrease in sale and brand equity. Various hotel firms are
adopting new tools which are helpful in enhancing productivity of firm and giving advance
facilities to their customers and clients. Radission Hotel is using online facilities to their
customers which is most effective in advance booking of accommodation as per their own choice
and location. This also make easy for customers to make payment in most effective and easy way
(American Music Therapy Association, 2013).
Energy management difficulties: In today's scenario mostly hotel firms are spending in
renewable and eco friendlily equipments and resources which is helpful in improving the overall
profit margin of hotel. Large number of clients and customers are prefer to accommodate
themselves in most comfortable eco friendly environment in respect of gaining more satisfaction
and comfort rather than any ordinary hotel facility. Radission hotel prefer high quality eco
friendly resources in their firm in order to better attainment of customers who are interested to
taking benefits of offered services of cited organisation. Eco friendly equipments helps in
reducing the electricity prices and high pressure of carbon emission that may positively impact
on saving energy for firm, this is most beneficial for organisational growth and success as
compared to their competitors.
Poor customers satisfaction: Mostly hotel firms are focused on satisfying the needs and wants of
customers who are rapidly using the offered services of firm. It is the fundamental duty of any
services organisation is to render high quality services and products to their customers in order to
satisfying their basic needs and wants as per their own preferences. If firm once get a bad
recognition in their locality, area, city , than it is difficult for firm to gain good position at market
place (Baaij, 2013). There is huge competition available at market place, so customers are
having vast area of choices, if clients are not satisfied with the offered services of firm than they
can easily switch to the other service firm or industry. As a most popular hotel firm Radission is
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