Strategies to Improve Management Practices for Hotel Performance

This report analyzes management practices within the context of a struggling hotel, specifically the Star Hotel, where poor working conditions, high employee turnover, and declining guest satisfaction are significant issues. It explores strategies to improve the hotel's performance, including transitioning from an authoritarian leadership style to a democratic approach, implementing strict regulations for sick leaves, focusing on hygiene, reducing working hours, and hiring staff to cover night shifts. The report also emphasizes the importance of guest satisfaction through remote facilities like websites and mobile applications, hiring professional and well-trained staff, and providing incentives. Furthermore, it suggests performance-based appraisals, rotational shifts, and responding to guest feedback to create a positive customer experience. The report concludes that addressing these issues and adopting the proposed solutions are crucial for the hotel's success.

To Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
CONCLUSION ...............................................................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION
Management is the administrative practices which follow by the organization in order to
fulfil their objectives. In the business, management required for each level which help to increase
their efficiency as well as effectiveness work (Xu and Gursoy, 2015). It will further helps in
achieving business goals & objectives that is maximising sale as well as profit margin. Manager
have authority or responsibility to build strategy and take decision in the favour of organization.
They ensure that, use the various practices which help the business to increase their employees
performance and customer satisfaction. In the given case study, working culture of Star hotel is
very poor which cause the high level of sick leave or poor attendance in the business. General
manager and head of the department both are under pressure because their financial earning is
totally depend upon the performance of the hotel. So manager have to follow various working
practices which meet with the guest's needs and satisfy them through proving quality services.
MAIN BODY
Ways to improve management practices
The work culture in London Hotels is negative due to authoritarian nature of employers
and managers. Performance of the organisation is decreasing due to continuous increment in sick
leaves and poor attendance. It is very important for the managers to fins such ways in which all
these issues can be dealt effectively as it can help to satisfy guests because their satisfaction level
is decreasing continuously. There are various strategies which could be used to improve working
practices in The London Hotel and meet guest's needs by enhancing performance of hotel.
Another reason of poor performance is high turnover of supervisory staff. In order to deal with
all the negative situations following ways could be adopted by top level executives of The
London Hotels:
Replacing leadership style with democratic leadership: Authoritarian leadership style
is followed in the hotel which results in decreased productivity of staff members. In order to deal
with all the challenges which are affecting the organisation it is very important for managers to
change the style of leadership. With the help of it good relations with employees can be
established and their work quality can be enhanced (Jung and Yoon, 2015). They can adopt
democratic style as it will provide opportunity to the workforce to take part in decision making
process which can increase their motivation level and productivity can be enhanced. Managers
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can take advice from them while taking decision for betterment of organisation as they have
practical knowledge of interacting with guests so they can help to meet their expectations as they
know that what customers are willing to acquire in hotel services.
Setting strict regulations for sick leaves: Sick leaves in the London Hotel are
continuously increasing. Some of the staff members take genuine off but others take leave as
they do not have interest in organisational activities. In order to deal with challenge of increasing
sick leaves managers can set strict regulations for it. With the help of it continuous increment in
it can be reduced. When such types of rules were established by top executives then number of
increasing sick leaves can be reduced and staff members can perform their duties appropriately.
It can help to satisfy guests as they will have appropriate number of attendants at hotel to listen
their concerns and resolve their queries.
Focusing on hygiene of hotel for staff members as well as guests: Continuous
performance of The London Hotel is continuous decreasing due to sick leaves of employees. In
order to deal with this problem top level executives of hotel are required to focus on hygiene of
hotel so that employees and guests can live is a hygienic environment. With the help of it
satisfaction level of customers can be enhanced and problem of increasing sick leaves can be
decreased (Scott and Orlikowski, 2014). It is the main action which is required to be taken by
managers in order to enhance performance of hotel and improving working practices at The
London Hotel.
Reducing working hours: Working hours for staff members are very long it is also a
reason of decreased performance because existing employees have to take place of those who
have gone to sick leave. It results in decreased productivity of them and poor performance of
workforce. In order to deal with the problem of unsatisfied guests and poor performance of hotel
top level executives can reduce working hours of existing staff so that they can rest and work
effectively in their job timings. This solution can also help to enhance performance of the hotel.
Hiring male staff for night shift: As many of the part time workers in hotel are female
and they are not able to work in night shifts due to family concerns so the managers are required
to hire male staff members who are work in night shifts. It can help to enhance productivity of
organisation and can also help to enhance performance of the hotel. If male staff is hired for
night shifts then a big part of the problem can be resolved as they can work with high level of
work quality and also perform their jobs with high level of engagement.
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Guest satisfaction: Guest satisfaction can be increased by providing them some remote
facilities. The London Hotel should create its own website or take the help of other digital portals
and provide details and qualities about its accommodation to the customers. The hotel should
hire a technical team to respond back to the queries and feedbacks of customers for both online
as well as offline support. This team should be connected with the customer continuously and try
to get a positive response (Ivanov, 2014). Front office plays an important role in making a good
impression so the management of the hotel should hire well behaved, professionally and
technically skilled front office staff so that customers feel welcomed and have not to suffer from
the long and irritating process of check in and check out. The hotel should moderate or change
facilities or accommodation according to the customers feedback and requirements and get in
touch with the travellers personally so that they feel importance of them with the hotel.
Hiring professional Staff: The management of the hotel should not compromise with the
quality of professionalism which can cause major problems for it in future. The hotel should hire
reputed recruitment firm which can provide experienced and skilled workforce to the hotel. The
management have to provide high salary to attain highly skilled staff but it is necessary in current
situation. Management should strict its employment policies and create contract with employees
so that the hotel can avoid high staff turnover.
Guest experience start from the beginning when they arrived: When client entered in
the hotel, they directly arrived at the front desk that is reception where guest comes for the check
in process. It is important for the hotel to welcome their guest with warm behaviour to make
them comfortable to ask anything regarding their queries. Manager have to provide training to
their staff members regarding how to treat guest when they entered in the hotel. It provide the
first impression which affect the most. So firstly, general manager of the Star hotel have to
provide effective training to communicate with the guest which helps in providing good
customer service (Practices to improve guest services, 2019).
Respond to guest feedback: It is the another way to improve their customer experience
in order to satisfy them which further helps in increasing hotel efficiency or effectiveness. With
the help of feedback, manager of the hotel can improve their performance as well as their staff
members performance. General manager of the hotel have to provide feedback services to their
clients which helps in sharing their experience with them and provide their valuable feedback for
the further improvement. With the help of feedback, hotel management improve their services in
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order to enhance their customer satisfaction level. Hotel have to sent feedback form through
email so customer can fill it according to it and share their experience. As in the given case
study, guest are not satisfy with the services and they all the under pressure from the long time
because of their poor performance (Law, Buhalis and Cobanoglu, 2014). So general manager or
head of the department have to use this feedback process and the build strategy to resolve each
and every issue.
Connect with the guest on personal level: It will start when guest arrived at the front
desk. Hotel have to provide online service for their room booking which help the client to save
their time to come and then visit hotel one by one for the room. Due to online booking services,
customer can check all the required facilities which they want (Bratton and Gold, 2017) (Kong,
Wang and Fu, 2015). It will save the time of hotel too because they resolve their issues through
online. Hotel should provide mobile application guest can customize their requirement as per
their desire and then they pay for it.
Improving the quality of management: The managers at London Hotel are considered
to be authoritative as they imply their decisions on the staff. It results in dissatisfaction among
the employees, loss of clients, poor quality of services offered etc. To overcome this, the
managing directors at the hotel should treat the staff kindly and attend it's customers
individually. By following this practice, the London Hotel can retrieve more satisfied consumers
who can rate the services offered by the management. This will lead in capturing good publicity
and will improve the image of the organisation.
Providing incentives to the staff: The managers at hotel should provide rewards and
incentives to it's employees which will help in evaluating their performance. Staff of a hotel is
the most important asset for the organisation as they are the one's who will attend customers.
Their performance will reflect in individual behaviours like, greeting the customer, providing
them with clean room and wash room etc. By rewarding the staff, it will motivate them in giving
efficient output that can help the London Hotels in maintaining good terms with customers.
Performance related appraisal: In London Hotels, it is seen that employees take sick
leaves very often. Due to which they have to work overtime to cover the absence of other staff.
This leads in loss of staff for the hotel. To improve this practice, the company should give
performance based appraisal especially to those working during odd hours. It will help in
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boosting their enthusiasm towards giving better results which will improve the performance of
the hotel (Barber and Deale, 2014).
Rotational shifts: The hotel should prepare shift charts for every employee which will
give an idea of their working hours. With the help of this, London Hotel can allocate different
staff in day and night shifts. This practice will help in bringing better performance from
individuals and schedule the work timings accordingly.
CONCLUSION
From the above project report it has been concluded that, for all the business entities that
are executing under hotel industry it is very important to deal with all the challenges that are
affecting performance of organisations. These problems are increasing number of sick leaves,
high staff turnover, poor attendance etc. For the purpose of resolving such issues different
solutions could be adopted by hotels. These are reducing working hours, rotational shifts,
focusing of hygiene, setting regulations for sick leaves etc. By following all these ways an entity
can respond all the challenges appropriately.
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REFERENCES
Books & Journals
Barber, N. A. and Deale, C., 2014. Tapping mindfulness to shape hotel guests’ sustainable
behavior. Cornell Hospitality Quarterly. 55(1). pp.100-114.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Jung, H. S. and Yoon, H. H., 2015. The impact of employees’ positive psychological capital on
job satisfaction and organizational citizenship behaviors in the hotel. International
Journal of Contemporary Hospitality Management. 27(6). pp.1135-1156.
Kong, H., Wang, S. and Fu, X., 2015. Meeting career expectation: can it enhance job satisfaction
of Generation Y?. International Journal of Contemporary Hospitality Management.
27(1). pp.147-168.
Law, R., Buhalis, D. and Cobanoglu, C., 2014. Progress on information and communication
technologies in hospitality and tourism. International Journal of Contemporary
Hospitality Management. 26(5). pp.727-750.
Scott, S. V. and Orlikowski, W. J., 2014. Entanglements in practice: performing anonymity
through social media. MIS Quarterly: Management Information Systems. 38(3). pp.873-
893.
Xu, X. and Gursoy, D., 2015. Influence of sustainable hospitality supply chain management on
customers’ attitudes and behaviors. International Journal of Hospitality Management.
49. pp.105-116.
Online
Practices to improve guest services. 2019. [Online]. Availabe Through:
<https://www.siteminder.com/r/trends-advice/hotel-management/ways-improve-guest-
services-hotel/>
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