Improving Efficiency, Professionalism, and Service Delivery in Star Hotel

This document discusses the issues faced by Star Hotel in terms of efficiency, professionalism, and service delivery. It provides activities and training programs to improve these areas and enhance guest satisfaction. The document also highlights the importance of monitoring staff performance and the benefits of training events.

Planning a Training
Session
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INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
Training Session implies any interaction with a group or individual planned to convey such
information to the member that the chief or his appoint considers essential for both the perfect
execution of the duties of said individual. Employees undergoing training courses often miss out
on working hours which may hinder task execution (Atwood, 2020). With these possible
drawbacks, training and growth offers benefits to both individuals and organizations as a whole,
making the expense and time a good investment. The rate of return from staff training and
growth is truly a no win situation. This presentation based on “The Start Hotel” which currently
faces lot of complains regarding their efficiency or professionalism through delivering services
in respect of front house staff of hotel. In order to resolve several issues, management of hotel
conduct training events for front house staff and make sure that it will solved the complains.
MAIN BODY
Issues:
As per the given scenario Start Hotel face several complains for house staff and that is
efficiency, lack of professionalism and effective service delivery. Such kind of issues affects the
hotel and its productivity along with overall performance. These issues are discussed below:
Low efficiency: Improper workforce preparation and poorly implemented service facilities
will lead to substantial declines in system operation performance. The consequences are slower
reaction times and longer resolution periods, higher event backlogs, better service staff
productivity, reduced morale and greater service staff retention. In hospitality sector, it is very
essential to focus on customer services and in Star Hotel, front office required to maintain their
staff performance or make their guest comfortable when their entered in the hotel to acquire any
kind of services. But due to inefficiency of Start Hotel’s staff, it will generate more complains
which affect the reputation of hotel. Front office staff unable to fulfil their guest desires or
understand their need which make consumer unsatisfied and it will further affect the efficacy of
the hotel.
Lack of professionalism: In the hospitality industry, organizations are customer focused so
they employees need to maintain professionalism in order to impress their clients. Workplace
professionalism carries with it other constructive aspects within the organisation. Consequently,
the lack of professionalism would undoubtedly have adverse consequences on the organisation.
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Due to lack of professionalism, front office of Star Hotel affected and many guest already
complaint about it. It will generate negative image among the people which can further reduce
the productivity as well as profitability of the hotel. In order to eliminate this issue, hotel need to
conduct such training programs which helping their employees to perform in more
professionalism way to maintain workplace or maintain hotel image with the help of it.
Service delivery: Service delivery is an essential part of the hospitality sector. Activities
involved in the process of service delivery have to be productive to meet and fulfil consumer
requirements. The method of service delivery consists of two procedures: one is the backend and
another one if front office. The customer sees only the front edge. It is this front-end operation
that needs to be developed and should always be consistent for effective delivery of service. The
study paper only addresses one aspect of the hotels that is the business. The hospitality industry
is very complex and the delivered services must be reliable because they are accessible to clients.
Star Hotel faces this issues which affect their overall operations and performance. Company need
to focus on service delivery because it will create positive image which further helps in
generating more revenue.
Activity:
Above mention complaints required to resolve and for that, Star Hotel conducting several
programs or activities to make their staff members for capable or improve their ability. In order
to improve front office staff efficiency, Start Hotel should follow below mention ways and these
are as follow:
Guest expert: Front desk team member should be an expert in hospitality, so the guests feel
comfortable. This is a great first move to call visitors by their name. The team wants to have
quick access of as much guest knowledge as possible including:
 Guest pre-stay history
 To go beyond and beyond that
 Allergies or preferences of gastronomic food (vegan, kosher)
 Aimed for specific stay (business, leisure, special occasion)
 Comments about the intent of current stay
In context of Star Hotel, manager should provide training to their front office staff and make
them expert to keep their guest record and communicate with them accordingly. This activity
will increase the efficiency of each staff members which positively affect the hotels operations or
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maximise their productivity. In addition, this activity impress clients that is beneficial for Star
Hotel to improve their image or minimise complains which done by existing guest.
Regular training: Daily basis training of front desk workers contributes to healthy
behaviours which promotes better results of visitor satisfaction and better ratings. Hotels need to
follow three steps, which are as follow:
 Write a Training Guide: Build front desk training manual that clearly outlines the front
desk employees 'responsibilities and best practices. Consider this the point of origin for
both the present and future workers.
 Hire a Trainer: Because hotel managers and owners frequently have little time to
regularly train, invest in a skilled customer care or train one worker to take on that job.
 Provide Software Training: Make the most of the costly investment in running software
ask the supplier or provider to educate their workers so that they can take full advantage
of all apps.
With the help of regular training to front office staff helps the Star hotels to improve their
efficiency as well as effectiveness. Managers should ensure that, it will improve individual
performance and productivity which improve overall performance of Star Hotel.
In order to improve service delivery issues in Star Hotel, managers follow some tips to
overcome the problems. These are as follow:
Treat every guest as VIP: Treat each guest like some kind of VIP and they guarantee that
it's going to become an infamously wonderful experience they want to repeat. Train the staff to
be sensitive, compassionate and urgent for all irrespective of their "status." The visitors will
repay them in exchange with their loyalty, support and even worse-referrals (Peltonen and et.al.,
2018). An added benefit: when visitors feel good and unique, secondary variables that might get
much less pop-up. Star Hotel can improve their service delivery complains.
Provide customised services: Uniformity doesn't mean each guest will provide the same
facility. Real service quality needs personalization and it makes every customer feel as if there is
no other, more important than him or her at that moment. Attendants at the front desk who know
everyone or call them by name, who are willing to help, who know your interests and who are
able to provide useful information are an enormous asset which makes a big difference. Start
hotel management should provide this facility to their guest or maximise their service delivery to
satisfy their clients.
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Measure customer services: Make every effort to decide how easily they can tackle the
needs and concerns of guests. Around 69 percent of consumers describe "great" customer service
as getting their issue or problem handled quickly and efficiently, as per one customer support
survey. Through Quality Support systems in place, hotel management can be confident that their
staffs have the expertise at their disposal they need. Using process guidance that adapts to the
actual interaction in detail, front desk agents using performance management are able to easily
provide the best solution. Star Hotel also needs to measure their front office staff performance on
regular basis which maintain the flow of work.
In order to improve professionalism among the front office staff members, managers of
Star Hotel should conduct training which helps in improving specific skills which required
making person professional to deal with guest. Some of the skills which required to improve are
as follow:
Listening skills: Front office hotel staff needs to listen more closely and not just
hear. In many hotels, it is the financial centre where their reserve their booking for lodging and
much of the cash operation. In order to ensure adequate guest service and protocol, a front office
manager should be able to monitor all guest and personnel contact. Direct all workers who need
it, mentor properly and through the process of two-way contact.
Work towards customer delight: Customer service is essential at any hospitality sector area
because it is the only way to ensure every guests are pleased with the service that the front desk
offers is if hotels respect their guests (Popescu and Roman, 2018). Every guest must be handled
respectfully and with courtesy. Make sure that front staff of Star hotel has time to hear and fix
the smallest issue. If hotel staff commit something to your guest, than make sure to their
expectations or desires. Train each employee to screen visitors easily and also speed up check-
out as quickly as possible. When they reflect more on potential guests 'expectations and are
willing to receive both constructive and negative feedback, they will be able to anticipate and
meet their needs.
Make sure that staff members know about the products & services which they offer:
Immediately check all forms of hotel stays, learn about the similarities and possible benefits of
each type and how different consumers can value them. The visit will be quarterly or even daily
in order to maintain everyone aware of improvements in the hotel which will also allow the
administration to be more aware of possible problems. Keep the view of all the assets which
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includes car parks, public spaces, hotel routers and the all-important street appeal. When
Hotels have work with such a neighbouring restaurant or any other external service which is part
of their services, evaluate their quality periodically and how this influences the experience of
your guests. Great front office staff takes great pride in the hotel and also give as necessary
assistance to top management in room investigations or in the selling effort.
Focus on details: Small issues can have a major impact within the hospitality industry. If
Star Hotel wants best front office manager for their guests and be very careful about specifics.
Evaluate the time-management regularly. Most of the time, the 80-20 priority and interest rule
remain valid. In addition, it helps in further making strategies to improve overall operational
functions.
Training is must: There is no reason left for badly or unqualified front desk employees.
Plenty of managers pretend to be "too busy" to train while operating high occupancy. Dropping
training to "save money" would actually cost more when utilization is stagnant or declining, as it
will force the good workers to think about leaving and the customers to struggle because it seems
that hotel don't care.
Above mention all the activities help the Star Hotel to improve professionalism in their
front office staff members (Shah and Chong, 2018). It is very essential because they need to
satisfy them or make their experience valuable, so in future they visit again. These practices also
helps in minimising consumers complains or make their operational activities more effective.
Time limit:
Start hotel management follow all the above mention activities to resolve the issues
which hotel currently face. Hotel required need to improve all the issues within limited time
period, so further they can’t face such problems.
Complains Time required to improve
Efficiency It is a regular process but required minimum 15 days.
Lack of professionalism It required around 10 days improving professional skills in the front
office staff.
Service delivery Hotel required 30 days to resolve this issue and provide appropriate
training to understand their customer needs and desires.
Monitor:
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There are several methods which help the Hotels to monitor the performance of front
office staff. Start hotel face various complains which affect their reputation and brand image, so
they provide training events to their employees to improve such issues which they currently face.
Some of the measurements are mentioned below, which required to measure staff performance
and how training will resolve consumer complain and provide effective customer services.
Discussions are as follow:
Management by objectives (MBO): This is a monitoring approach where managers and
staff define, schedule, coordinate and communicate goals collectively. Upon setting specific
targets, supervisors and subordinates evaluate the progress achieved in monitoring and
discussing the viability on a regular basis. By using this appraisal technique, managers of Star
Hotel can evaluate front office staff member’s performance after providing relevant training.
The process is very costly and time-consuming.
360 Degree feedback: Staff regularly in touch with managers and team members.
Constant cycle, such as 360 degree feedback can help employees remain inspired. It's one of the
most commonly used forms of assessment. Every employee in an organization reviews his / her
supervisors, colleagues, clients, suppliers in 360-degree feedback and also does a self-
assessment. This approach ensures accurate review of the results and Total Employee Involved
(TEI).
From the above discussion, 360 degree method of monitoring performance is selected by
Star Hotel to review their staff member’s performance that places in front office. After that
analyse, consumer’s complains such as low efficiency, lack of professionalism and service
delivery are going to resolve or not (Weston, 2018). If not, then they take other necessary steps
to resolve it and also find the issue in this training event which does not help staff members to
overcome from these complains.
Benefits of training events:
For individual: Training plays a major role in the growth of the human capital. The main
advantages of training for individuals and teams are as continues to follow: Learning helps to
boost an employee's skills and knowledge in performing a specific job which helps to increase
efficiency. It increases efficiency both in quantity and quality. A well-trained worker is self-
confidence in their work, understanding what to do and to do the work. Under these
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circumstances supervision is less required. Educated workers should be able to allow efficient
and more cost-effective use of materials and resources to reduce waste.
For Star Hotel: In consideration of their financial benefits to the company, less than 5
percent of all training programs are evaluated. The game changes acknowledged among the
organizations for their contribution to training. In fact, the number of organizations
acknowledged for creative training programs evaluate the effectiveness of training at some
degree of organizational performance. Typical indicators of organizational success in this above
sample include increase in efficiency, sales or income and overall productivity.
Training program is essential for organizations to minimise the issues or those problems
which affect the Star Hotels. In context of employees, it will improve their efficiency, make
more productive, confident and many more. In addition, in Start Hotel context it will help them
to reduce the issues or complains from guest side that was lack of efficiency, professionalism and
service delivery.
CONCLUSION
From the above analysis it has been observed that, Training is a great opportunity to enhance
all workers 'base of knowledge and many companies find learning opportunities costly in the
current environment. Organizations provide training to their staff to improve their skills and
ability which further required satisfying customer’s needs and desires.
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REFERENCES
Books & Journals
Atwood, C., 2020. Succession planning basics. American Society for Training and Development.
Peltonen, H., and et.al., 2018. Increased rate of force development during periodized maximum
strength and power training is highly individual. European journal of applied
physiology. 118(5). pp.1033-1042.
Popescu, M. E. and Roman, M., 2018. Vocational training and employability: Evaluation
evidence from Romania. Evaluation and program planning. 67. pp.38-46.
Shah, P. and Chong, B. S., 2018. 3D imaging, 3D printing and 3D virtual planning in
endodontics. Clinical oral investigations. 22(2). pp.641-654.
Weston, M., 2018. Training load monitoring in elite English soccer: A comparison of practices
and perceptions between coaches and practitioners. Science and Medicine in
Football. 2(3). pp.216-224.
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