Glenmore Hotel Service Improvement Plan

This assignment focuses on Glenmore Hotel, a Scottish establishment facing challenges due to poor service quality. Students are tasked with identifying the root causes of these problems and developing a comprehensive service improvement plan. The plan should address various aspects like staff training, customer service effectiveness, facility maintenance, and food & beverage standards. The goal is to enhance customer experiences and drive positive business outcomes for Glenmore Hotel.

ACADEMIC AND
PROFESSIONAL SKILLS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
Executive summery ....................................................................................................................1
Principles of customer experience..............................................................................................1
Task B..............................................................................................................................................2
Steps for improving the hotel's facilities and services................................................................2
Ways to improve service quality.................................................................................................2
Recommendations.......................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Academic and professional skills is very important for human development. As it play
vital role in the business organisation. For every employees it is best to have academic and
professional skills to achieve organisational goals and objectives. Glenmore Hotels are a chain of
Budget hotels which is situated in Scotland and it is planning to expand business into rest of the
UK but it is difficult, due to number of customer complaints regarding facilities and services of
this hotel (Cajander and Konsky, 2011). In this assignment, it will be discuss that how it can be
improve by investigations related to customer experiences as well as using several steps for
improving the hotel facilities.
TASK A
Executive summery
Academic and professional skills required in hospitality industry as well as to serve best
and provide good experiences to the customers, skilled person play important role for meeting
satisfaction level. These skills help to provide better guidelines towards company success and
also make job easier as well as employees can work easily trough their knowledge and abilities.
Glenmore hotel must have focus on its service improvement and also on facilities for business
expansions.
Principles of customer experience
In this statement defined that how customer feels after an interactions within the
organisation as well as after getting services from company so it helps to find answers about
consumer's satisfaction level as what they expect from firm. In modern era, most of customers
are educated and have ability to access informations regarding products and services, features,
benefits as well as can compare with another competitors so to increase their satisfaction level
company should adapt strategies or provide them best or qualitative goods and services to retain
more customers. In hospitality industry, there are required best services or facilities what people
wants in exchange of certain amount (Freudenberg and Brimble, 2011). In this case, it is must to
understand about Glenmore hotel in place of consumers as what they think about its services or
facilities and also requirements to fulfil these gaps on people's mind as well as for improvement.
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Task B
Steps for improving the hotel's facilities and services
In the hotel industries, service is important factor that helps to attract more customers
towards organisation as it make efforts to develop business and create good market image in its
industry. Best service helps to separate among all services and bring consistency that means
repeatable. But Glenmore hotel is facing several kinds of problems due to its poor quality of
services so as officer, it is must to find best ways to improve the customers experience and make
them feel good by providing effective facilities and satisfy them for consistency. Here some
procedure have to follow for examining problems of people such as:
Customers complaints-
After investigations, there are found some issues regarding the services and also people's
problems regarding facilities. So it is must to improve or resolve all these issues before
expanding the business at different areas (Gider and Miklavcic, 2012). Complaints are as
following:
Customers were complaining about hotel's room services, sandy beach, dirty bathrooms,
shabby rooms, staff also providing poor services and they did not listen of customers problems,
some young boys were making noise in next room, receptions desk were missing, towels were
not there and Wi-Fi was not working effectively due to poor connection or many more issues
found after researching and investigating. So proper services required for the better customers
services. People also rated this hotel as 3 star out of 5. Manager must have undertakes all these
problems and develop a plan for improvement.
Ways to improve service quality
Here are some ways that helps to address those issues and improve satisfaction level of
customers towards hotel services among another competitors.
Treat every guest like a VIP: Due to poor quality of services, employee was not
treating fairly to the customers as they were ignoring them so for this problems, it is the solutions
that treat every guests or people as a royal and VIP because it will support to provide positive
experience and they will want to repeat ((Cajander and Konsky, 2011)). So coach every staff for
being attentive and behave good with all customers. It can support to attract more customers for
getting services.
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Give proper training to staffs: Employees play important role in building good brand in
the market as well as on customers perceptions. They represent the hotel on the behalf of its
owner so it is must to behave or treat every person politely and nicely as its main objective is to
make customer feel as home and services should be like that (Kashiwagi and Varkey, 2013). As
a officer, the first duty is providing proper guideline, training and development programs for
enhancing employee's skills and knowledge and also teach them how to react or interact with
people who are visiting this hotel. This program will help to serve best as well as giving good
and effective services to the clients.
Provide personalised customer services: In this, it is must to understand about every
customers because they are different and also their choices, taste, preferences etc. different so
according to people's needs and wants, services should be provided. Customers must be treated
as specifically and make them feel that they are very important for the hotel. Best performance
play vital role in high level of satisfaction.
Create a positive start for new employees: This industry should start from positive
point with employees as recruit skilled and professional candidates for the hotel staff and create
supportive team. Employees of hotel are front desk staff, housekeeping, restaurant employee,
managers, event planners and many more. So planning regarding manpower should be effective
for better customers services.
Update the technology toolbox: According to changes, hotels industry also adopting
new technologies as well as fast adoptions of property management systems for the entire
process regarding check-in and check-out. It also helps to generate financial report, manage staff
and automate daily task which help in saving time and improving in guest experience.
Glenmore hotel should adopt this software to improve the services and qualities (Macfarlane,
2011). This software also support in performance management system which turn to support
technology.
Measurement of customer service performance: After all changes adoptions, next step
is getting feedbacks from guests regarding facilities which help in determining about all efforts
that have put in improvements. In this step, it can be find the problems or issues of customers
and address it quickly and efficiently. It will helps to retain customers and make them loyal
towards an organisation. And also support in making decisions regarding business expansions.
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Prepare all staff's actions to the hotel's overall performance: Last and final step of
improving customer's services and experiences, it is required to prepare all staff members as well
as make aware about purpose of hotel, missions and visions which have to achieve in certain
period of time. Glenmore hotel should provide guidelines and leading all staff members that how
they can increase work productivity for satisfying customers effectively and efficiently. And
realise tom all employees that their services are very important to develop the business as well as
its brand image among customers mind (Oakland, 2011). Services impact on hotel's revenues and
provide guest experience. Glenmore should focus on staff motivations for treating best to people.
Maintenance and cleaning: It is also a big factor that directly affect to company's brand
so in hospitality, it is required that customers want good and clean environment for feeling relax
and satisfy their needs. After getting data regarding hotel failure, it also find out that customers
were complaining regarding dirty bathrooms and rooms. Therefore Glenmore hotel have to
consider about clean environment. They have to keep restaurant, hotel and clubs clean and
sanitary. They also should focus on maintenance and repairing equipment, changing light bulb as
well as replacing broken locks on bathroom doors.
Food and beverage preparations: In this hotel should consider restaurant, bars or coffee
shops. So these services also must be good that meet customer's expectations. It is the
responsibility of hotel owner to undertakes quality of products and services and serve guests in
effective manner. It also helps to improve customer experience regarding food taste which will
influence to them for visiting again.
Recommendations
According to Glenmore hotel's issues or problems, there are some suggestions for
improving its qualities and services for better customers experience. In this case, there were
several client's complaints which has addressed such cleaning environment, poor services etc. so
it was creating barriers in expanding the business in other areas (Gider and Miklavcic, 2012). To
improve customers satisfactions, Here some suggestions such as
 There should be fair treatment as well as employees behaviour with customers must be
good.
 To deal with hotel's guests, proper training must be provided to all staff members.
 Customer services must be effective which meet their desired expectations.
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 Focus on staff's work as well as motivate them for good work to achieve goals and
objectives.
 Proper maintenance and cleanness of hotel's environment or climate (Rios and Brue,
2013).
 Food and beverages also must be provided to customers in better quality.
CONCLUSION
Above this project report, it has been concluded that qualitative services or facilities
required in hospitality industries because customers want better experiences in exchange of
amount which they pay after getting services. Glenmore hotel is situated in Scotland and it is
going to expand its business in other areas but due to poor services it has to face many problems
so in this project study there are some steps are given which helps to addressed all these issues
and provide better customers services and it also defined that how academic and professional
skills helps to make work easy at the working place.
REFERENCES
Books and Journals
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Cajander, Å., and Von Konsky, B.R., 2011, January. Assessing professional skills in engineering
education. In Proceedings of the Thirteenth Australasian Computing Education
Conference-Volume 114(pp. 145-154). Australian Computer Society, Inc..
Freudenberg, B., Brimble, M. and Cameron, C., 2011. WIL and generic skill development: The
development of business students' generic skills through work-integrated learning.
Gider, F., and Miklavcic, D., 2012. Implementation of a multidisciplinary professional skills
course at an electrical engineering school. IEEE Transactions on Education. 55(3).
pp.332-340.
Kashiwagi, D.T., Varkey, P. and Cook, D.A., 2013. Mentoring programs for physicians in
academic medicine: a systematic review. Academic Medicine. 88(7). pp.1029-1037.
Macfarlane, B., 2011. The Morphing of Academic Practice: Unbundling and the Rise of the
Para‐academic. Higher Education Quarterly. 65(1). pp.59-73.
Oakland, T. and Harrison, P.L. Eds., 2011. Adaptive behavior assessment system-II: Clinical use
and interpretation. Academic Press.
Rios, M.C., McConnell, C.R. and Brue, S.L., 2013. Economics: Principles, problems, and
policies. McGraw-Hill.
Online
Academic and professional skills 2017. [Online] Available through
<https://www.acs.org/content/acs/en/education/policies/twoyearcollege/7—development-of-
student-skills-for-academic-and-professional-s.html>.
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