INP202: Reflective Journal on Hotel & Hospitality Management Module 5

This reflective journal entry, based on Module 5 of the INP202 course, analyzes the practical application of theoretical concepts in the hospitality industry. The author, working as an Assistant General Manager at Regent Park Resort in Sylhet, Bangladesh, reflects on the service profit chain, staff attraction, empowerment, retention, and benefits packages. The journal discusses the importance of customer and employee satisfaction, internal service quality, and leadership in the context of service organizations. Key topics include the significance of retaining employees, the factors influencing employee turnover, and strategies for building a strong organizational culture. The author also highlights the importance of providing training and development opportunities to enhance employee skills and knowledge. The reflection incorporates insights from various academic sources, including the Harvard Business Review and the work of Lovelock, Patterson, and Wirtz, to support the practical observations made within the workplace.