Glenmore Hotel: Improving Customer Satisfaction through Staff Training

This report analyzes the Glenmore Hotel's performance based on customer feedback, focusing on areas such as room cleanliness, comfort, staff politeness, food quality, and communication. The analysis reveals significant issues with staff behavior, training, and service quality, leading to customer dissatisfaction. The report provides detailed analysis of various aspects of the hotel services based on customer feedback and surveys. Recommendations include implementing staff training programs to improve politeness and professionalism, enhancing food and beverage services by hiring professional chefs, optimizing online booking processes, and providing better local area advice and transportation options. The conclusion emphasizes the importance of staff development and customer satisfaction for the hotel's success.

Academic and Professional Skills

Table of Contents
1.EXECUTIVE SUMMARY..........................................................................................................1
2. INTRODUCTION.......................................................................................................................1
3. ANALYSE OF THE SITUATIONS...........................................................................................1
4. RECOMMENDATIONS.............................................................................................................6
5. CONCLUSION............................................................................................................................6
REFERENCES................................................................................................................................7

1.EXECUTIVE SUMMARY
Academic and professional skill report based on the Glenmore hotel services and behaviour
issues of the hotel staff which cause to the goodwill of the organisations. The service have been
affected due to unprofessional behaviour from the employees lost of complaints have been
received from the customer side. Also the hotel is not able to maximise the customer
satisfactions which be easily satisfied fro m the recommendation.
2. INTRODUCTION
Academic and professional skill play the imporant role in the each and every individual
for the growth and development in the personal as well in professional career. The report have
been based on the Glenmore hotel which have been facing many difficult on the basis of
customer reviews in different services. If the situation have been arise than it is important for
the hotel to arrange the training session and think about the customer review for the
improvement can be made in the hotel.
3. ANALYSE OF THE SITUATIONS
The hotel had give the various facility to the customer which can be the rating from the
survey. The analyse of the situation are different in hotel such as follows:
Facility/services Analysis of the situations
Cleanliness of the room and shower room Glenmore hotel have the excellent service with
proper clean rooms and every room have the
innovative shower to feel the comfort to the
customer in hotel (Kruse, 2013.). 12 %
customers had review on the complaints box of
the hotel which show that the organisation
don't have the structure management to deal
with the customer problems but on the other
hand the customer sanctification rating from
thee checkout gives the 3 rating out of 5. the
level of important to the customer when the
booking is have mark by 65 customer out of
1

100. it is importance for the hotel to focus
towards the cleannesses of the rooms and
shower to bring the satisfaction and improve
the rating while checkout.
Comfortable shower and bed rooms The most highest complaint have been
received from the customer are in shower and
bed are not comfortable according to the 18 %
customer and customer satisfaction rating is
also 2 out of 5 during the check out survey.
While the level of importance to the customer
for the comfortable shower and bed can be 65
customer out of 100 wile booking. It shows
that hotel have to focus to improve the services
to provides the comfortable shower and bed
rooms.
Quietness The lowest complaints received from their
environment of the hotel that is quiet
according to the 96% customer and only 4%
had realise quietness is not available to the
them. On the other side highest rating get for
the achieving the customer satisfactions rating
4 out of 5 from the checkout survey. But 432%
customer think theft had not given importance
when they are booking.
Room Facilities For every hotel the most important aspect is
the hotel room for the organisation. For the
Glenmore hotel level of importance to the
customer when the booking is only 28 out of
100 which shows that management of the
organisation is not focus on the rooms facility
2

while the 4 % of total complaints received for
the room facility from the customer while out
of only 3 customer had give the satisfaction
rating from the checkout out survey. only 28
customer have been suggest that they had
given the importance when booking
confirmed.
Politeness and responsiveness of the hotel
staff.
9% of total complainant have been received
for the attitude and behaviour of the hotel staff
which cause the major problem in other
services. Due to such problem have been faced
by the customer in the hotel they gave 1 rating
out of 5 during the checkout survey form the
customer satisfaction with hotel services from
the staffs. Out of 100 customer only 27 custom
er think that hotel gave importance while
confirming the booking.
Layout of the rooms/ Interior design/
Homey environment.
8% of total complaints are received due to the
layout of the rooms, interior and environment
problem face by the customer. Out of 5 only 3
rating have been given by customer for
satisfaction rating from the checkout ratings.
Out of 100 only 18 customer think they had
given the importance when the booking is
confirm. It shows that hotel have to work for
the better rooms and interior to attract the
customer and feel comfort in the hotel.
Advice on local areas(tourism,food, traffic,
navigations)
5% of total customer give back complaints for
the advice on local areas related to the tourism
food, traffic while the customer had given
3

only 1 rating out of 5 for the advise on local
areas by the hotel management shows that they
are not satisfied while checking out. On the
other hand only 27 customer thought that they
had given the importance when the booking
have been confirmed. It shows that the hotel
have to hire the professional adviser to the
customer who can guide for other
requirements
Enjoyment of the local region The most complain received by the customer
for the enjoyment of local region is 12% which
shows that customer get bored. But out of 5
they had given 4 rating for the satisfaction
ratings during the checkout survey. But the
level of importance have been given more
towards the enjoyment of local region will be
more out of 100 only 58 customer think about
it which can be easily identified that the
customer are not happy with the hotel
commitment.
Food and food services The highest complaint have been received
from the customer side is for the food and food
services are 15% and customer satisfactions
rating from the checkout survey for the food
and food services get poor response with 2 out
of 5 ratings. Level of importance to the
customer when the booking are also the on the
basis of the food and foods services are out of
100 only 28 customer response (Kashiwagi,
Varkey and Cook 2013). It shows that the
4

customer ned the better foods and food
services from the hotel. if they are not able to
give these service than it may cause to there
goodwill of the organisations.
Smooth procedure for communication with
staff.
After the dissatisfaction for the local area
advices for the customer hotel have been
received 11% complaints for the smooth
procedure for communicating with staff is not
appropriates and the level of customer
importance when the bookings confirm for
the smooth and procedure for communication
with hotel staff is only 4 out of 100 which
shows that hotel need to find the better way to
improve the easy producer for communication
with employees of the hotel for different
customer services provided by them. On the
other hand out 5 only 2 ratings have been
given by the customer for the satisfactions
while checking out from the hotel it shows that
Glenmore hotel need to focus on the
professional employee for the effective
communication can be done in front of the
customer for effective communications (Rios,
McConnell. and Brue 2013.). If the hotel will
get these procedure they can improve the
goodwill in the market.
Other 2% of total complaints revived for the other
services and facility which have been
committed by the Glenmore hotel and not not
able to fulfilled have lowest ratio while on the
5

other side out of 5 only 3 customer had given
the rating for the satisfaction during the
checkout survey for the other services. Also
the level of the customer importance when the
booking have been confirmed is poor for the
other services is only 1 out of the 100 which
shows that graphs of the hotel is not good for
the commitment made to fulfilled the other
services. It shows that hotel have to think
about the other requirement of the customer
which are the important for them to fulfilled.
4. RECOMMENDATIONS
From the analysis of the different situation of Glenmore hotel following recommendation have
been made to improve services such as:
 Training session have been conducted for the hotel staff to improve the behaviour and
attitude to bring the politeness in front of the customer.
 Food and food service have to improver with hiring of professional chef in the hotel.
 If the booking have been made online than other service will be easy to fulfil.
 Hotel have to provide the own cab so customer can get the better tourism experience in
the local region.
5. CONCLUSION
From the report academic and professional skill it can be easily concluded that for every
individual and organisation it is important for the Glenmore hotel to improve their employee
behaviour and attitude by taking trainings session for more politeness in front of the customer.
Due to the training it can be easily evaluated that staff will give better response to the customer
and the hotel will get the less complaints and the customer satisfaction be maximise.
6

REFERENCES
Books and Journals
Rios, M.C., McConnell, C.R. and Brue, S.L., 2013. Economics: Principles, problems, and
policies. McGraw-Hill.
Kashiwagi, D.T., Varkey, P. and Cook, D.A., 2013. Mentoring programs for physicians in
academic medicine: a systematic review. Academic Medicine, 88(7), pp.1029-1037.
American School Counselor Association, 2012. ASCA national model: A framework for school
counseling programs. American School Counselor Association.
Pitt, V., Powis, D., Levett-Jones, T. and Hunter, S., 2012. Factors influencing nursing students'
academic and clinical performance and attrition: an integrative literature review. Nurse
Education Today, 32(8), pp.903-913.
Kruse, K.R., 2013. Legal Education and Professional Skills: Myths and Misconceptions About
Theory and Practice.
Cottrell, S., 2015. Skills for success: Personal development and employability. Palgrave
Macmillan.
7