Report on Enhancing Customer Satisfaction and Addressing Hotel Issues

This report provides a detailed analysis of customer satisfaction issues at Glenmore Hotels, a chain of budget hotels facing challenges such as negative customer feedback, low customer satisfaction rates, high employee turnover, security concerns, and outdated technology. The report explores v...Read More

Academic and professional skills

TABLE OF CONTENTS
INTRODUCTION......................................................................................................................1
MAIN BODY.............................................................................................................................1
CONCLUSION..........................................................................................................................4
REFERENCES...........................................................................................................................5

INTRODUCTION
This report explains various techniques for satisfaction of customers. This report
describes the issues and problems of Glenmore hotel. This report tells the importance of
customer satisfaction in the hospitality. Apart from this, it explains the problems and conflict
of cited hotel in deeply and give the suggestion to resolve those conflict. This report explains
the role of employees and management in the hospitality. It also explains the major issues of
cited hotel such as high turn over of employees, lack of security, lack of new technology etc.
MAIN BODY
Process for improving the hotel's services and facilities:
Glenmore hotels are a chain of budget hotels. Now days mentioned hotels suffers
from the problem of negative feedback of customer(Bastalich and et.al., 2014). Negative
feedback of customer reduces its brand image and productivity. Customer satisfaction rate is
lower in the cited hotel than the industry average. So to improve the business of cited hotel
there are many ways which has to followed by the employer(Nagarajan and Edwards,2015).
Customer satisfaction is very important for any organisation. For satisfy the customers and
resolve the problem firstly I will focus on quality of food, quality of services, employees
behaviour with customers, high level security etc. all these factors are basic needs of
customers.
A successful hotel manager needs to be confident that in any given situation, the hotel
staff should know how to act suitably(Valdes and Orta, 2016.). For increase the business of
cited hotel I will determine following fields and try to improve these fields
 Renovate the building: customer is not happy with the architecture of mentioned
hotel. Customer wants some different and unique themes in the architecture.
Glenmore hotels must use different themes for its architecture(Borgmann and Salem,
2016). If manager of mentioned hotel has the finance to spruce up the property, he can
dramatically improve quality and add new comforts that customers needs most.
 Hire good employees: cited hotel is suffering from the problem of deficiency of good
workers. Employees of mentioned hotels are unable to satisfy the customers with their
performance. Workers of cited hotel does not have personal skills and knowledge so
they are unable to give the extra efforts to achieve the target. Apart from this due to
lack of good communication skill employees of mentioned hotels are unable to solve
the problems of guest.
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Workers of cited hotel has not carrying a positive attitude in their behaviour, negative
attitude impact the performance of employees. So manger of cited hotel should hire new
employees to increase the business in effective manner(Gauvreau and et.al., 2016. ). Manger
have to focus on the professional attitude and pleasing personalities when hiring new
employees. Workers should be able to learn all characteristic of their jobs. All the new and
old employees of cited hotel need to be evaluated periodically. Reception staff of mentioned
hotel are also incapable to satisfy the customer with their services. Receptionist of cited hotel
is unable to welcome guest in proper manner.
 High security: cited hotel is unable to provide the high security system to the guest.
Security is major concern. Security and safety is one of the most important part for
any people(Shoemaker and et.al., 2016). Glenmore hotels has not high quality
security system. Hotel service is one which is based on service delivery, and with
good service comes good security. Security is necessary investment for the success of
hotel.
Security guard of cited hotel are unable to provide important services to the
customers. Guests are not feeling safe in hotels. Security guard of cited hotel is unable to
respond quickly and correctly. Apart from this they are not focusing on the monitoring and
directing people.
 Apply new technology: the main problem in cited hotel is that they are using old
technologies so due to lack of time staff are unable to provide the best quality services
to the guests(Brady, 2013,). Technology plays an important role in the hospitality.
Customer can satisfy from advance in communication, reservation and guest service
system. By new technology cited hotel can save their time to manage the staff and
records. To meet the challenges of growing guest demands, the cited hotel must bring
new technology in their business structures.
 Improve marketing strategies: cited hotel is unable to promote their business online.
Marketing team is not doing well in the cited hotel. They are unable to promote the
services and speciality of hotels in front of guest. So to attract the customers,
mentioned hotel must focus on the marketing team (Corrall, 2016.). They should
promote their business on social media such as Facebook, twitter, Instagram etc. they
should also use TV advertisement to promote the business. By the marketing
strategies, cited hotel can attract the new customers. As number of customers
increase, productivity and business will also increase.
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 Create positive start for new employees: employee turn over is the biggest problem
in the cited hotel. Employee turn over creates major problems such as loss of
productivity, low morale and poor customer services. Experienced workers left the
job from the cited hotel due to lack of motivation and facilities(Bronstein, 2015). So
to overcome this problem organisation has to change their business strategies. Cited
hotel can resolve the employee turn over problem by the following steps:
1. Trainings and development: to improve the performance of employees, manager
should provide the trainings and other activities so that workers can share their
knowledge and skills with each other. Apart from this they can also increase their
personal skills by development trainings.
2. Reward system: to motivate the workers, organisation has to provide the reward
system for their extra efforts. Reward system is used to increase their efficiency in
workplace.
 Treat every guest like VIP: to attract the customer towards the hotel, manager and
other staff have to treat guest like VIP. Manager should guide his staff to be attentive,
responsive and have a sense of urgency for everyone.
 Improve the quality of food: cited hotel is unable to provide the quality food. Guest
are not happy with food quality. So to impress the guest, manager of cited hotel has to
maintain quality of food. They should try to give different culture food with good
taste. Apart from this hotel can use unique theme for food corner and can offer the
different and stylish themes for the dinner of customers(Novakovich and et.al., 2017).
For couples and young people, hotel can use natural and candle light theme for dinner.
These are very useful ways to attract the customers towards the hotel. Encourage the guest to
share their experience: management of cited hotel is not able to communicate with the guest
before they check out, this increase the communication gap between the guest and
management.
Some times to improve the brand image management has to change business structure
in effective manner. Management should encourage the guests to upload videos and pictures
of their trip spent at hotel on the website.
 Take measure of customer service performance: hotel manager should determine
the performance of employees on regular basis. This process is very important to
increase the productivity of business. Apart from this operation manager has
responsibilities to check the quality of services to satisfy the customers.
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 Daily inspection of guest room: to attract the loyalty of customers towards the cited
hotel, manager of Glenmore hotels inspect rooms daily and make sure that everything
is clean and in good condition.
 Make every guest room comfortable and inviting: to attracted the customers cited
hotel must provide nice work area, big TV etc.
Apart from this for business class people, mentioned hotel has to provide meeting
room and wireless internet connectivity(Mallah, 2015.). On the other hand to increase the
reputation, cited hotel must provide game-zone for the children this is most attractive way to
impress the guests. Apart from this to attract the young generation, cited hotel must provide
the pool party and DJ themes.
 Eliminate unpleasant odors and fresh the air: cited hotel have a musty smell in the
rooms, this affect the customer loyalty. So staff has to keep carpets clean and add a
little carpet freshening powder to solve the smell problem. Apart from this cited hotel
must try to offer natural things to the guest.
CONCLUSION
From the above report it has been concluded that cited hotel has to manage its staff in
proper manner to satisfy customers. This report focused on the major problems and issues
which are affecting the business of mentioned hotel. It explained the role of receptionist,
security guard and other staff in the growth of business. This report explained the solutions to
overcome the problem of employee turn over. Apart from this it also explained the
importance of trainings and development to improve the personal skills of employees. It
concluded that cited hotel can attract guest by providing good food, internet facilities,
marketing strategies etc.
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REFERENCES
Books and journals
Bastalich, W., Behrend, M. and Bloomfield, R., 2014. Is non-subject based research training a
‘waste of time’, good only for the development of professional skills? An academic
literacies perspective. Teaching in Higher Education. 19(4). pp.373-384.
Borgmann, H. and Salem, J., 2016. MP11-20 ACADEMIC SKILLS OF JUNIOR
SCIENTISTS IN UROLOGY ARE PREDOMINANTLY ACQUIRED BY SELF-
STUDY. The Journal of Urology. 195(4). pp.e119-e120.
Brady, K., 2013, July. Towards a university-wide approach to developing first-year students’
academic literacy and professional communication skills. In 16th International First
Year in Higher Education Conference, Wellington, New Zealand (pp. 7-10).
Bronstein, J., 2015. An exploration of the library and information science professional skills
and personal competencies: An Israeli perspective. Library & Information Science
Research. 37(2).pp.130-138.
Corrall, S., 2016. The challenge for librarian skills: Transforming professional competencies.
Gauvreau, S.A., Hurst, D., Cleveland-Innes, M. and Hawranik, P., 2016. Online professional
skills workshops: Perspectives from distance education graduate students. The
International Review of Research in Open and Distributed Learning.17(5).
Mallah, M., 2015. Professional and interpersonal ICT skills in Lebanon.(c2015) (Doctoral
dissertation, Lebanese American University).
Nagarajan, S. and Edwards, J., 2015. The Role of Universities, Employers, Graduates and
Professional Associations in the Development of Professional Skills of New
Graduates. Journal of Perspectives in Applied Academic Practice.3(2).
Novakovich, J., Miah, S. and Shaw, S., 2017. Designing curriculum to shape professional
social media skills and identity in virtual communities of practice. Computers &
Education. 104.pp.65-90.
Shoemaker, S.E., Thomas, C., Roberts, T. and Boltz, R., 2016. Building a Mentorship-Based
Research Program Focused on Individual Interests, Curiosity, and Professional Skills at
the North Carolina School of Science and Mathematics. Gifted Child
Today. 39(4).pp.191-204.
Valdes, G. and Orta, R., 2016. Making the Most Out of QSEN's Knowledge, Attitude and
Skills (KAS) Competencies in an RN to BSN Program: A Three Level Education
Approach.
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