Management Principles Report: Semester 2, Auckland Hotel Communication

This report, prepared for a Management Principles assignment, examines the communication challenges within a large Auckland hotel. The student, assuming the role of Managing Director, identifies low levels of communication and proposes a comprehensive communication plan. The report analyzes the current operational systems and suggests improvements for six key areas: front office, housekeeping, human resources, accounting, food and beverage, and marketing and sales. It emphasizes the importance of internal communication, transparency, employee engagement, and customer service. The report includes practical recommendations such as establishing a digital employee portal, conducting employee workshops, and implementing mobile communication platforms. The student also outlines a customer service plan, focusing on customer service quotient, customer requirements, and effective customer interaction. The report provides a detailed analysis of communication strategies aimed at enhancing operational efficiency, customer satisfaction, and employee engagement within the hotel.

RUNNING HEAD: MANAGEMENT PRINCIPLES
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Management Principles
Report
Student Name
[Pick the date]

MANAGEMENT PRINCIPLES 1
Introduction
The management of the hotel industry must have effective communication skill while
attending the guests. The flow of communication in different departments must implement
successfully. The hotel management must conduct staff training to develop the communication
skills of every employee because it will help the staff in interaction with the guests even in the
critical circumstances. For successful communication, listening to the employees is very
important, as it is a two-way process. Employees may have better ideas for the customer service
and suggestion for improvisation in the hotel functions. As the managing director of a large
Auckland hotel, there must be effective customer service and a better understanding of managers
and employees. (Brownell, 2019).The management must aware of the new technology of the
hotel industry. The communication plan of the manager with the clients should be in a formal
way such as inquiry like visitor address, climate or explaining the visitor about services or tourist
amenities, swapping messages. There must be a formal communication within or organization or
between the departments and have, a good-bye chat with co-worker and guest. English used at
hotels business is ceremonial and mannerly. An employer at all levels from lower to top levels of
the organization is required to be fine experienced in hotel English which requires no literature,
recurring phrases are used as the condition tackled at industry are mutual and regular.
Low level of communication
Communication skills play a vital role in the hotel industry for tuning and servicing the
guest, an employer with a good skill of communication provide predominantly services to the
visitors. In the hotel, English is broadly used for communication, as it is a worldwide language
and mainly traveler’s use English as a medium of communication. There is some low level of
communication identified in the hotel such as the staff of the hotel is not interacting with the
customer face to face rather they communicating through the E-mails by sitting behind the
computer that creating a communication barrier between the hotel and client. It also noticed that
there is a problem in reservations of hotels as the company is not guiding the customers
regarding the reservations and room location and how to get there (Chan E. , 2011).

MANAGEMENT PRINCIPLES 2
In the hotel, every department should rely on each other for communication but in the current
situation, there is an absence of easy flow of communication and that causing mistakes, delays
and wasted times. Hotel supervisors are not proper communicating with the workers and not
clearly explaining the task that creating confusion and workers are failing to perform the task.
The front desk, housekeeping, and restaurant departments are not transferring complete
information that creating a communication gap (Cooke, 2017).
Low level of communication can be improved in the hotel through the method encourage
sharing, input, and dialogue which implements feedback among the employees in which opinion
of every person is considered. This method maintains the corporate culture among the different
departments of the hotel.
Figure 1: Lack of communication
Source: (Brownell, 2019)

MANAGEMENT PRINCIPLES 3
Different system operating
There is different system operating is identified in this hotel; firstly guest personas
system is used by the hotels because it creates a vital role in hotels solidifies visitor personas.
These personas keep the details of the Clients such as the name of the visitors, it is an
informal trip or business trip, places of staying and after collecting data grow a solid guest
persona that powerful information that will increase and focus all your marketing and deals
actions. The hotel management system is adopted by the hotel in which there are easy
reservation and commission-free. This system also introduced systems like in-depth analysis,
multi-languages and low pricing or more (Rob, 2014).
The other different systems operating in the hotel are slow websites that can crack your
adaptation rates. Research indications operating method in which 70% of individuals will
leave the site to avoid dealing with interruptions and delays. Hotel gallery page should be
sparkle where the probable guest comes to see out more about the hotel. It helps clients that
this is the right hotel for them, by display off our behavior and elegant rooms. Keeping the
website as modest as possible according to a Google study in 2012, Websites that visually
multipart is seen as fewer active and less aesthetically pleasing (Mar, 2012).
Hotel by adopting hotel operating system, 2019 did not spoil visitor with too much of
picks that is the reason for resistance and friction damages booking rates. Hotel avoids
tempting potential guest with choices. The hotel limits the parcels and directional option to
the essentials. Hotel conducted research that shows 68% of customers consider clear,
complete pictures to be very essential and convey even more weight than the hotel
information and client ratings. Explorers are 151% more affianced with listing those more
than 20 pictures than with belongings that have only a few pictures. Pictures pack an
enormous sensitive punch and benefit turns a casual visitor into guests (Chan N. , 2011).
The other small business operating systems used by the hotel, Clouds beds reservation
system in which client get a 24/7 customer support. The hotel uses social media platforms
through this system such as Trivago.com, Booking.com, and Orbitz. Social media platforms

MANAGEMENT PRINCIPLES 4
create an opportunity for the hotel to promote their hotels on a large level and maintain a
large base of customers (Brownell, 2019).

MANAGEMENT PRINCIPLES 5
Communication in six different areas
The six different areas in which communication plan will be implemented are a front-
office department, housekeeping department, human resource department, accounting
department, food, and beverage department, and the marketing and sales department.
Figure 2: Different Areas
Source: (Buhalis, 2012)
Front office department
The communication plan of the front-office department is significant because this
department is responsible to communicate with other segments of the hotel. In the front office,
the segment should communicate with the pears as well as colleagues and subordinates. The staff
members of the front office must communicate with each other or with other departments in
order to deliver the best guest service to the client. The front office department communication
plans have three objectives, primary, secondary and tertiary. In the primary objective,
communication objective will be explained and in the secondary objective differentiating
communication factors among the employee. The third objective includes talk points for
managers and employees (Rob, 2014).

MANAGEMENT PRINCIPLES 6

MANAGEMENT PRINCIPLES 7
House-keeping department
Housekeeping department should maintain its flow of communication with the front
office department. Communication plan of housekeeping department with front office states that
regular information of cleaned rooms and availability of rooms must report to the office. A&D
list must provide by the front office. The major communication plan in the segment of the
housekeeping department is to maintain direct lines of communication between the staff
members irrespective of the location. The suggestions that can be given are remotely transmitted
and update tasks to the front office department for improvisation in the communication plan
(Sherman., 2011)
Human resource department
Human resource communication is very significant in the operations of the hotel as it is
the only way of communication in the hotel. The HR department core work is to hire people and
shortlisted them for the job. Candidate’s recruit by the HR must be effective and must maintain
the good flow of communication in the hotel administrative (Ishak, 2011).
Accounts department
The accounts department communication plan states that the staff must interact with the
back office regarding the payment details and discount and payment settlements. The duelist of
guest and non-guest must be transferred by the back office on a regular basis to not to create any
problem in the communication between the front and back office. Auditing is the main core work
of the accounts department and for this, all information must properly be transmitted between
different departments (Grosbois, 2012).
Food and beverage department
This is a back-office part of the hotel, which needs to be maintaining regular
communication with the front office. Front office department takes orders from the clients a must
communicate with the food and beverage section frequently. The communication plan must be
efficient that record the entire guest’s purchases from the hotel. There must be a special tea for
the special request, which should not be confused with the daily work department. It manages
hotel inquiries and coordinates with the respective departments in an efficient manner (William ,
2012).

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Marketing and sales department
The marketing and sales department highly depends on the front office that helps in
maintaining the customer-oriented packaging and executes the campaigns. The electronic
marquees and message boards for the marketing and sales department perform promotions
activities and to perform this activity regular information of the business is needed. The
communication plan of the marketing and sales department must be efficient because it helps in
the promotion of the business (The econoimic Times, 2019).
Current situation and improvements
Current situation
There is some low level of communication identified in the hotel such as the staff of the
hotel is not interacting with the customer face to face rather they communicating through the E-
mails by sitting behind the computer that creating a communication barrier between the hotel and
client. It also noticed that there is a problem in reservations of hotels as the company is not
guiding the customers regarding the reservations and room location and how to get there.
In the hotel, every department should rely on each other for communication but in the
current situation, there is an absence of easy flow of communication and that causing mistakes,
delays and wasted times. Hotel supervisors are not properly communicating with the workers and
not clearly explaining the task that creating confusion and workers are failing to perform the
task. The front desk, housekeeping, and restaurant departments are not transferring complete
information that creating a communication gap (Grosbois, 2012).
Improvements
Hote, in order to improve the communication, must establish a digital employee portal in
which all information of the VIP guests, clients, best practices, maintenance and health, and
safety instructions is well written because important information is not properly defined or
accessible especially to the non-desk employees. Many employees do not have criteria of the
communication with the other department’s son, in that case, everything should be available on
the portal (Sherman., 2011).

MANAGEMENT PRINCIPLES 9
Increase transparency around hotel communications in the hotel management improves
the communication of the internal department. Sales figures, company goals, management
decisions have balancing control and trust among the hotel staff. Regular communication with
the staff and communications management decisions encourages the employees to engage with
the whole company. According to the conducted survey in the hotel industry, an employee who
knows their companies corporate values report more engagement (Rob, 2014).
Frequent employees workshops in relation to efficient communication help to reinforce
the best practices and give the opportunity to the employees to address the communication gaps.
The hotel owners must provide microphones to the employees so they communicated on a
regular basis.
Establishing a mobile platform system between the hotel staff and management helps in
transmitting important announcements and facilitate regular engagement. Through this
messaging platform, it gives flexibility to the single-use internal communication in the
management. Internal communication provides employee retention and bottom line that treats
internal communication a profit center, not the expense (Koseoglu, 2010).
Customer service plan
The large companies with the improved database software to website development
concentrating on the quality of service and communicating with the customers about their wants
and importance which fostering the more loyal buyers. There are five steps to create an efficient
customer service plan that is customer service Quotient, customer’s requirements, customer
service and policies, interacting effectively with customers and educate staff (Mar, 2012).
Step-1 Customer service quotient
This step includes the customer’s culture and customer’s alignment in which they work to
satisfy the customers and respect the customer’s culture with taste and preferences. Problem-
solving is also a part of this step in which there is a regular review of the customer’s complaints
and constantly asked the customers for the feedback. Removing the errors based on customer
input is also a part of the effective customer service plan. Customer service plan includes the

MANAGEMENT PRINCIPLES 10
point that services that hotel providing must explain to the customers (Ivankovič, , 2010). For
example
Explain the services to potential guest in a formal manner:
 The hotel must explain the amenities like health spa and gym and manner to use
them.
 The hotel must discuss that they give facilities as kids play are so they can spend
some quality time.
 The hotel must have a large conference room where the meetings restfully and
communicate more efficiently by using our boards and projectors (Chen, 2013).
Step-2 Customer’s requirements
Customer’s requirements and preferences should be a preference to the hotels for the
success of the business. There should be a systemic system to review the complaints of the
clients. Surveys and formal communication is an efficient method of gathering information. The
hotel must give a questionnaire to the customers while a departure from the hotel. The
suggestions for the large hotels they can outsource parts of business operation to specialized
services. For example, Hotel must have Website categorize of customer’s feedback online or
evaluate the reason for cancellation (Ishak, 2011).
Step-3 Create Vision and Policies
While creating a customer’s vision there must be an evaluation of the customer-centered
vision. Customer-friendly policies must fulfill the customer’s needs and expectations. The hotel
must evaluate the 3’year policies and procedures and if any barrier arises out and action must be
taken. Company’s vision and policies must include the sustainability in which there should be
effective disposing of the waste materials. The company must strengthen its policies and
procedures to attract new and old customers (Grosbois, 2012).
Step-4 Communication Skills
It must be effective communication with the customers, make the customer comfortable,
and build rapport with the customers. There must be a formal communication with the customer
so that the customer re-visits the hotel again. The attitude and behavior towards the customer
must be in a respectful manner so that the customer enjoys the benefits of the services. Always

MANAGEMENT PRINCIPLES 11
seeks to help the customers such as make the follow-up calls to ensure the customer’s request
( Eisenhauer , 2015)
Step-5 Educate the staff
Educate the staff about the customer-service quotient and establish the communication
channels with the employees of the company. Staff must be trained with as accordance with
policies and procedures of the hotel. Regular follow-up of the employees is important for the
hotel because of it significant to implement the policies and procedures (Cooke, 2017).
Conclusion
It is concluded that the hotel industry becomes the most trending industry in recent times
because of the trend of traveling. The hotel industries become more competitive because
everyone is implementing new innovative policies to attract new customers. The hotel must
apply innovative ideas to give full satisfaction to the customers. In the end, the hotel while
delivering the services to the customers should take care of the sustainable practices.