Improving Housekeeping Operations: Lemon Tree Hotel Training Session

This presentation focuses on a 15-minute staff training session designed for the housekeeping staff at the Lemon Tree Hotel, a three-star hotel in Warwick. The presentation aims to address recent negative reviews and complaints by improving the operational efficiency and customer service within the Rooms Division. It covers key aspects such as customer service, staff training, and standard operating procedures, specifically focusing on the housekeeping and food & beverage departments. The presentation includes an overview of the hotel's operational aspects, an analysis of the housekeeping and food & beverage departments, and a discussion on the effectiveness of operational management practices, such as maintaining inventory and maximizing communication. Additionally, it explores approaches for monitoring operational effectiveness, including SERVQUAL and Six Sigma methodologies. The conclusion emphasizes the importance of assessing and monitoring operational practices to ensure customer satisfaction and continuous improvement. The assignment also includes references to relevant academic literature.

HOSPITALITY
OPERATIONS

TABLE OF CONTENT
 Introduction
 Main Body
 Conclusion
 References

INTRODUCTION
 The hospitality operations
encompasses various services that
plays essential role within hotels and
thus helps to attract the guests.
 The main aim of this ppt is to
understand the various operational
aspects which helps in meeting
customer requirement in Lemon Tree.
 This ppt provides overview
of operational aspects, comparison of
operational aspects, effectiveness of
operation management practices and
approaches for monitoring operational
effectiveness.

COMPANY OVERVIEW
 Lemon tree is basically the three
star hotel chain being established
in 2002 and headquartered in
Warwick.
 This hotel provides a range of
accommodation services like
restaurant, lodging etc.
 It has its operations in more than
42 cities and have 49 rooms in
total and is spread across various
geographical areas.

OPERATIONAL ASPECTS IN ACCOMMODATION
SERVICES
 There are various operation aspects which
is mainly required by the accommodation
services for meeting customer
requirements
 Customer service
 This is one of the major
operational aspect which the
housekeeping and other accommodation
departments in Lemon tree needs to
focus.
 Providing a threat customer service by
resolving their complaints, make them
comfortable within the hotel helps to
build a great relation with customers.

CONTINUED
 Trained staff
 This is the another
operational aspect where each and
every customer before entering any
hotel expect the staff to be polite
and respectful.
 Thus, in order to fulfill this
requirement of the guests the
housekeeping staff and other staff
of other departments like front
office should be provided with the
training on how to greet customers,
body language etc.

ANALYSIS OF OPERATIONAL ASPECTS
 Housekeeping department
 The most important two
department which plays a great role
within any hotel are housekeeping
department and food and beverage
department.
 Customer service
 The housekeeping
department needs to provide a great
customer service to their guests by
attending them appropriately and
providing them with the great services
like proper cleaning of room,
maintenance of various aspects of
rooms like faulty faucet etc.

CONTINUED
 Food & beverage
 Customer service
 This is one of the major aspect for
food and leverage department in lemon tree.
 The staff within this department should be
able to provide great customer services like
fast serving, efficient cooking etc.

EFFECTIVENESS OF OPERATION MANAGEMENT
PRACTICES
 There are various operation
management practices which the
lemon tree needs to consider
within its hotel
 Maintaining the proper
inventory
 This is one of the best
operational practice which have
a great influence on guest
experience

CONTINUED
 Maximizing the communication
 This is the another best operational
management practice which Lemon tree
should have in order to increase satisfaction
level of customers.
 For example- when the housekeeping
department will maintain direct
communication channel with guest regarding
like for example cleaning of room then this
will eventually increase brand reputation of
hotel.

APPROACHES FOR MONITORING OPERATIONAL
EFFECTIVENESS
 It is highly essential for the hotels to
measure and monitor the
effectiveness of their operational
practice and there are various
approaches for doing so
 SERVQUAL
 This is one of the best
approach for monitoring the
effectiveness of operational
practices.
 Lemon tree can design a
questionnaire for measuring
perception of customers regarding
their services and quality.

CONTINUED
 Six sigma
 This is the another approach
for measuring the effectiveness of
operational practices.
 This approach basically helps the
organizations to recognize as well as
eliminate the errors and defects within
various aspects.
 This six sigma will help Lemon Tree
to analyze the quality of their physical
products such has equipment, food,
beverage and various intangible things
such as product quality etc.

CONCLUSION
 It has been summarized that
there are various operational
aspects which hotels have to
consider for meeting the
requirements of customer like
quality, customer service etc.
 It is highly essential for hotels to
assess the effectiveness of their
operational practices and
monitor them as this helps them
to bring improvement in major
areas.

REFERENCES
 Filimonau, V. and Delysia, A., 2019. Food waste management in hospitality operations:
A critical review. Tourism management.71. pp.234-245.
 Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences
Series.1(1). pp.187-191.
 Lim, W.M., 2016. Creativity and sustainability in hospitality and tourism. Tourism
Management Perspectives.18. pp.161-167.
 Melissen, F and et.al.,2019. Hospitality experience. Routledge.
 Nicolaides, A., 2018. Ethical hospitality marketing, brand-boosting and business
sustainability. African Journal of Hospitality, Tourism and Leisure.7(1). pp.1-12.