Glenmore Hotel: Strategies to Improve Service Quality and Expansion

This report examines the service quality challenges faced by Glenmore Hotel, a hospitality business planning to expand. The assignment identifies key issues such as Wi-Fi problems, uncooperative staff, lack of indoor games, and food quality concerns, which lead to customer complaints. The report analyzes the impact of these issues on customer experience and overall business success. It provides detailed recommendations, including improving Wi-Fi security, providing staff training, installing indoor games, enhancing food quality, and improving room facilities. The report emphasizes the importance of treating customers as VIPs, prioritizing training, offering personalized service, creating a positive work environment, updating technology, and measuring customer service performance. By implementing these strategies, Glenmore Hotel aims to reduce complaints, enhance customer satisfaction, and facilitate successful business expansion.

Academic and Professional
Skills

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................1
INTRODUCTION...........................................................................................................................1
Main body...............................................................................................................................1
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

EXECUTIVE SUMMARY
Glenmore hotel is a service industry and they are planning to enlarge their business
exercises in various areas which is going to be described in this assignment. Major problem
which is being faced by them is enhanced complaints of clients regarding hotel service quality
and so on. Therefore, it is required for them to solve the issues of customers before expansion of
business.
INTRODUCTION
Hospitality segment provides many kinds of offerings to people as this assists them to
increase their academic and professional abilities. They will face the issues regarding poor or bad
facilities as well as services (Dhiman, 2012). Therefore, to cope up from them, it is important to
follow appropriate steps. Glenmore Hotel is going to enlarge their firm in many areas of UK.
The major problem which is identified is many complaints from clients so that manager will
have to formulate proper strategies to overcome from them.
Main body
An effective experience of a client plays an eminent role behind the growth and success
of an enterprise. It is required for the manager to make efforts so that they will provide high
satisfaction to their clients. As a result, they will improve a positive brand image in the
marketplace which will help them in their long term survival. In this context, various principles
will be utilized by Glenmore Hotel. It is essential for the manager of company to make a proper
interaction with their clients and thus, this will help them to know about the requirements of
them which will work as a strength for firm. Customer experience is straightforwardly connected
to their budget. Hence, these are some principles which are needed to be examined by the
employer of enterprise and thus, they will give their appropriate services (Customer principles,
2017).
Instead of this, there are many complaints associated with company which will provide a
direct impact on their goodwill. Therefore, it is necessary for them to resolve all issues timely.
As a result, customer will experience their servives effectively (Dopson and Hayes, 2016).
Henceforth, in this context, various troubles with identified solutions are mentioned as beneath:
Wi-Fi is not working in rooms: Manager gathered response from their clients and an
issue is found out regarding facility of Wi-Fi. It is much difficult for them to use Wi-Fi in room
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which is affecting their experience. Various complaints related to this are determined. Thus, to
solve the above problem, manager needs to increase protection of their internet services. As a
result, firm will be able to provide better Wi-Fi services to people which will enhance their
complete experience.
Non cooperative staff members: This is the major trouble which is being faced by them
as many customers complained that employees are not listening to them. They talk aggressively
with all visitors. Therefore, it is essential for the manager to provide training sessions to their
staff in which they need to teach them the way to talk to clients (Fullagar and Wilson, 2012).
Along with this, they will sort out all issues immediately which will help people to improve their
experience.
Lack of indoor games: Various customers registered their complaints regarding this, that
there are inefficiency of games which will reduce their customer base. Therefore, it is required
for the management to install some indoor games for their visitors to add more value in their
experience. This will also help to attract more clients towards them.
Inefficient quality of food products: They are not providing the best quality food items
to people. Now a days, people want to stay in these hotels in which they can order food at mid
night also. But as quality is not much appropriate which will reduce their number of clients,
hence, by taking this into consideration, employer has to purchase ingredients of the best quality
so that final items will be the best. Moreover, waiters have to be there to serve the food and this
will help to provide maximum satisfaction to their customers.
Layout of rooms and room facilities: Interior of room is not much effective and efficient.
Curtains as well as bad sheets are not clean. People do not find clean towels in the room which
make them highly dissatisfied. Hence, it is essential for management to take care of it and make
their room services more appropriate so that they will take care of the cleanliness of rooms
(Johanson and et. al., 2011).
Therefore, it has been understood that entire issues of clients are associated with services
and facility of Glenmore Hotel. For this, necessary recommendations are given to them which
has to be followed by them in a systematic manner. Treat each customer as a VIP: This will aid to cater positive experience to clients which
will help to influence them to visit again. It is must for manager to provide guidance to
their employees so that they can give quick response to each client. This will help
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Glenmore Hotel to maintain their reputation at marketplace for long period of time. As a
result, complaints of customer will get reduced which will help to add value on their
experience. Make the training activity a priority and just a one time event: To attain coveted targets
within limited period of time, there is requirement of talented as well as skilled staff
members (Kalargyrou, Pescosolido and Kalargiros, 2012). To improve working
capabilities and skills of employees, superior will provide training to them. Trained
workers will easily sort out problems immediately. Along with this, they will also utilize
new methods and technologies into business. Offer Personalised and effective customer service: By providing personal services to
each person, they will feel much important. Therefore, in this regard employees are
motivated by employers to do their work in an effective and efficient manner. As a result,
this phase will aid to reduce their complaints. Create a positive environment for new workers: A major thing which is essential for
business is to create and maintain positive working environment. This get done by
resolving all major issues and conflicts between employees as well as with management.
Glenmore hotel employees turnover is high just because company do not have positive
working environment. Thus, for this they need to motivate each and every employee by
providing fair wages to them (Kamau and Waudo, 2012). This will support them in order
to create positive working environment which further support in accomplish all goals and
targets in an effective and appropriate manner. Update technology: Another issue is related with technology. Glenmore hotel have to
update their technologies with limited time frame. This support them in order to make
things correct and appropriate in nature by making customer satisfied. New and
innovative technologies lead to aid in making things correct as well as it also support
them in order to bring suitable environment for customers. Services become more
effective in nature by using new and modern technology with change in time spam as
well. Take measure for customer service performance: Customer service performance should
have to be effective and appropriate in nature in which business leaders should take
frequent steps and action on each and every complaint which register through customers.
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Managers play an effective role in order to deal with these problems and to over come
from them suitable actions requires. Glenmore hotels have to use suitable measure for
customer service performance in which two dimensions are prepared one of desired
working and other one is actual working (Suh, West and Shin, 2012).
 Tie worker's actions with overall performance of hotel: Business growth and
development is a result of employees performance which are concerned with their
actions. Thus, management have to tie workers actions effectively and properly so that
overall performance of hotel get improved. There are various issues are determine in
Glenmore Hotel which directly impacted their overall performance. Hence, managers
have to use suitable tools and techniques of motivation which enables them in order to
enhance association overall growth and performance.
Henceforth, all above mentioned procedure or steps will be utilized by Glenmore Hotel as
this will assist them to reduce complaints of clients. To provide maximum satisfaction to visitors,
manager will provide qualitative eatables to them, this will cater appropriate experience to them.
Furthermore, it is must for them to install some indoor games for customers. They need to
appoint two receptionist in hotel who will work according to shift. Therefore, they will help their
clients as per their requirements. They have to provide training to their employees; thus, they
will deal with customers with politeness. Apart from all of this, it is must for them to take care of
room services as this will provide impact to their reputation. It has been comprehended that to
enlarge business, management needs to sort out all complaints which are facing by their
customers as it is restraining their growth and success (Wang, 2013).
CONCLUSION
From above described assignment it has been concluded that fundamental aim of service
industry is to provide best and effective services to their customers. To determined effectiveness
of their services, superior will acquire feedback from their clients. If any issues found out then it
is must for them to resolve them quickly as this will provide impact to their growth. In this
assignment, some recommendations are provided to firm to resolve problems of customers.
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REFERENCES
Books and Journals:
Dhiman, M. C., 2012. Employers' perceptions about tourism management employability skills.
Anatolia. 23(3). pp.359-372.
Dopson, L. R. and Hayes, D. K., 2016. Managerial accounting for the hospitality industry.
Wiley Global Education.
Fullagar, S. and Wilson, E., 2012. Critical pedagogies: A reflexive approach to knowledge
creation in tourism and hospitality studies. Journal of Hospitality and Tourism
Management. 19(1). pp.1-6.
Johanson, M. and et. al., 2011. Changing competencies of hospitality leaders: A 25-year review.
Journal of Hospitality & Tourism Education. 23(3). pp.43-47.
Kalargyrou, V., Pescosolido, A. T. and Kalargiros, E. A., 2012. Leadership skills in management
education. Academy of Educational Leadership Journal. 16(4). p.39.
Kamau, S. W. and Waudo, J., 2012. Hospitality industry employers expectation of employees
competences in Nairobi Hotels. Journal of Hospitality Management and Tourism. 3(4).
pp.55-63.
Suh, E., West, J. J. and Shin, J., 2012. Important competency requirements for managers in the
hospitality industry. Journal of Hospitality, Leisure, Sport & Tourism Education. 11(2).
pp.101-112.
Wang, Y. F., 2013. Constructing career competency model of hospitality industry employees for
career success. International Journal of Contemporary Hospitality Management. 25(7).
pp.994-1016.
Online:
Customer principles. 2017. [Online] Available
through<https://www.liveworkstudio.com/articles/service-principles-guide-customer-
experience/>.
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