logo

Managing People Performance: The International Hotel Group Case

   

Added on  2020-03-23

15 Pages2839 Words214 Views
Leadership ManagementProfessional Development
 | 
 | 
 | 
Surname Manage People Performance: The International Hotel Group CaseManage People Performance: The International Hotel Group CaseStudent’s nameCourseUniversityDate1 | Page
Managing People Performance: The International Hotel Group Case_1

Surname Manage People Performance: The International Hotel Group CaseManage People Performance: The International Hotel Group CaseIntroductionManaging people performance, especially in the hospitality industry is critical to the success of an organization. In most cases, the efficiently managed workforce is never vulnerable (Amanda 2014). Motivating worker and reviewing their performance can benefit the organization. This paper focuses on the manage peopleperformance based on the International Hotel Group. The primary focus is the appointment of the front desk supervisor for the company. This is because; the front desk is the heart of the Group.Part 1The Role of HR Manager at the Hotel in developing and improving the performance management systems to support the operational goals of the International Hotel Group Job DescriptionPosition SummaryThe primary responsibility of the Front Office Manager is to supervise the team members thus ensure smooth and efficient operations for producing guest satisfaction and excellent feedback. The manager is expected to respond in a courteous and professional manner to clients by offering timely and accurate information (Ombudsman Western Australia 2017). The officer will also ensure that the officer concerned process hotel charges diligently and accurately to guest’s invoices and accounts. The front office should also ensure the bill instructions are verified.Duties and Responsibilities2 | Page
Managing People Performance: The International Hotel Group Case_2

Surname Manage People Performance: The International Hotel Group CaseThe front desk supervisor supervises shift process daily thus ensure the team members comply with the codes of conducts and standard operating proceduresResponds to in-person and telephone inquiries relating to the guest concerns,hotel information, and reservationsResolves customer-related problems, complaints, and issues quickly and efficiently thus maintain exemplary customer quality services and satisfactionSupervises the front desk’s operations to optimize hospitality and services Cross-checks and updates the billing instructionsActs as the EPBX equipment operator including assisting outgoing and incoming callsUpdates auctions the hotel log books and front office log booksEnsures exceptional customer careCoaches, trains, directs, and coaches team members to ensure outstanding operations Responds to the inquiries of guests accurately and courteouslyMaintain a courteous, cheerful, and friendly demeanorUses new selling techniques to increase room revenue, occupancy, and rightsThe HR manager of the International Hotel Group can allocate duties and responsibilities to the team members are critical in achieving the hotel’s objectives and maximizing the productivity of the workforce. This implies the decision regarding the duties and tasks to be performed would depend on the delegation and intent of the management (Cheng, Wang & Chu 2011). Importantly, one needs to be considerate and judgmental in making this decision to assign duties. For instance, the HR manager must identify the best individual who can handle the task of front 3 | Page
Managing People Performance: The International Hotel Group Case_3

Surname Manage People Performance: The International Hotel Group Casedesk office. The best-fit means the HR manager combines the task and people to produce the target. The defining factors in delegating or allocating tasks include the skill-set of a team member, current workload, equitable workload distribution, motivation, and the anticipated outcomes. The limiting factors will also help in assigning tasks to the team member.Risk AnalysisMeeting MinutesDateAgenda 1Work allocation and resourcesThe International Hotel Group is an outstanding organization with several investment companies thus demonstrates its financial position and guests. The firm considers the cultural intelligent staffand specialists to serve in the front desk. The individual must have a multicultural expertise. The meeting with the employee ascertained that the best person to serve as a front desk officer should be able to welcome guests from different countries and possess a multicultural expertise (Abbah 2014).The Group also considers an individual who can demonstrate quality and relevant skills leading to quality customer services andmaintain reputation.Since the company receives various guests, the manager needs to be culturally capable. Importantly, the manager should have thecapacity to attract and motivate quality staff thus strengthen the repeat customers. Therefore, the manager must understand the Group’s strategic business objectives and comply with the organization’s value statements.The frontline manager must have the ability to maintain quality 4 | Page
Managing People Performance: The International Hotel Group Case_4

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Key Sub Departments of Room Division in Holiday Inn Hotel
|22
|1479
|71

Managing and Developing People in the Hospitality Industry
|12
|2504
|130

Room Division Operations Management
|10
|565
|88

The Role of Front Office in a Successful Hotel Operation
|5
|1149
|206

Rooms Division Operations Management
|8
|464
|96

Curriculum Vitae (CV) Assessment
|5
|579
|50