Customer Satisfaction in Imperial Hotel
Added on 2021-01-01
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POOR GUESTSATISFACTION
Table of ContentsINTRODUCTION...........................................................................................................................1TASK ..............................................................................................................................................1CONCLUSION................................................................................................................................7REFERENCE ..................................................................................................................................8
INTRODUCTIONHospitality industry is the fastest and high profitability in compare in any business andindustry. In 2015 this industry contributed 6.3% of national GDP. It is expected that it willcontribute 7.2% by 2025 but industry currently facing so many serious issues which is affectingthe service quality and customer satisfaction, these factor may lead to big failure if any companyignore these for long time. These challenges are high competition, frequent technical changes,high customer expectation, tough sustainability efforts, requirement of highly personalised andeducated staff, serious security issues, highly impacted by political, environmental, socialchanges. Current study try to find out the factor which caused poor customer satisfaction inImperial Hotel because of poor staff performance. Study also suggest the way hotel manager candeal human resource management challenge issue by using HRM practice and customersatisfaction theory(CSAT). to improve the staff and employee skill manager even designcustomised T&D session which is also covered in report.TASK Imperial hotel currently having nice Hotel occupancy(90%) which seems like hotel isbest in its service but it is not true at all because manager receive so many complaint formcustomer. These complaints are related to rude staff behaviour, problem in check - check out,poor room services and mistake in bills. Customer comes in hotel for relaxation from engagedand stressful life schedule, even customer are ready to pay best to hotel because they want to feeland enjoy the each and every moment. Apart from it customer want to create some best memory,improvement in interpersonal relation with family, friend and collogues in while staying in hotel.These all expectation become more critical for industry because its sale and goodwill highlydepend on word of mouth sale and customer satisfaction. Customer do not time for fight and to solve the issue with staff as it happens in imperialhotel current as fighting with staff and long queue for check in check, it not only eat theirenjoying time but it can also spoil the mood. As hospitality service are based upon disposableincome of individual, then wrong billing can trigger the anger because generally people get thisamount by saving income for long time, also they do not tolerate financial loss even after madehuge payments to hotel. Poor room service not only annoy the customer even it hurt thecustomer expectation attached with brand name. These all problem are emerged because ofHuman Resource management inefficiency(Al Qudah, Yang, . and Anjum, 2018)1
Human resources challenges in Imperial hotel Rude behaviour of employee to customer.Miserable room service.Lack of business ethics in employee which can be seen in billing.Absence of accountability and responsibility in employeesMeagre problem solving skill, interpersonal relation, time and conflict management ofstaff which reflect in long que problem There are so many options available though which manager can communicate regardingcustomer expectation to staff like one to one conversation, open meeting, via Training, Emails,by changes in policies and culture etc. Imperial hotel general manager choose mixture of theseoptions like open meeting are conduct to discuss and convey common area of improvementamong employee for instance late check in- check out problem can be communicate in thesemeeting where behavioural issue are addressed in one to one conversation, to keep dignity andprivacy of employee. Hotel design training session for staff regrading dealing with customer(AlQudah, Yang. and Anjum, 2018)Training and suggestions(Sources: Training and development, 2008)2Illustration 1: Training process
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