Hospitality Management Interview: Challenges and Recommendations

The assignment presents an interview with a hospitality management professional, focusing on key issues within the organization. The interviewee discusses challenges related to departmental communication, employee training, and the impact of a global workforce. The report highlights the lack of coherence between departments, leading to miscommunication and delayed responses to customer issues. Additionally, the interview touches upon the deficiencies in employee training and the cultural and linguistic barriers within a diverse workforce. The interviewee suggests improvements such as fostering a participative management style and servant leadership to mitigate these challenges. The report emphasizes the need for better supervision, improved interdepartmental communication, and more comprehensive employee training programs to enhance service quality and address customer concerns effectively. The report concludes with recommendations for the higher management to improve the current situation.

Interview
Hello sir! I am obliged that you could allow us 30 minutes from your extremely busy schedule of
work.
Firstly I would like to ask you about your personal feelings and experience of being associated
with such a large hospitality group for more than 10 years.
Reply
Yes, I have been associated with this hotel group for almost 14 years. In the initial Phase I was
posted in the culinary management department and then standing from the Facilities
Management team I am currently occupying the position of the Executive Manager of the
customer relationship management team. Regarding the work experience, I would say that with
the passage of time the higher management demanded as to become more professional in terms
of our services. I personally feel that in order to create scope for flawless service, as a branded
hospitality group, the interpersonal relationship that we used to build, previously, with the
customers giving them a homely feel, have been now missing in the body language of the
employees and the terms of their service.
What are the major issues do you personally feel that the hotel have been facing? What
suggestions would you give to the higher management to mitigate these issues?
Firstly and fore mostly I would like to mention that the lack of coherence between the various
departments is the major reason of miscommunication in our Hotel now. This is why when any
crisis situation occurs, none of the departments want to take the blame on their head and the
primary response in context to any customer related issue is not to find a prompt and immediate
solution to the issue, but rather to save the head of the department and the department manager

so that they are not held blemish for the occurrence of the issue. This work culture, among the
members of the hotel has aggravated the state of problems. I would also like to mention that
since we have the Global workforce, there is also like of training and management of employees
in our Hotel as an account of which cultural differences and linguistic barriers exist among the
members of our hotel. Compared to the severity level of the issues, the extent of supervision
from the end of the higher management is quite poor. They depend on annual report prepared by
the executive and managerial head of each department during their board meetings held once a
year. Lastly I would like to say that I believe that rather than an autonomic management, the
managersshould emphasize on the development ofan environment of participative management
based on servant leadership.