Personal and Professional Development: Travelodge Customer Care Report

This report examines the challenges faced by Travelodge, specifically high employee turnover, and its negative impact on customer care. The analysis identifies key factors contributing to the problem, such as excessive workloads, low morale, and job dissatisfaction. To address these issues, the report proposes several solutions, including encouraging gratitude and generosity, recognizing and rewarding employees, and offering greater flexibility in work arrangements. Furthermore, the report emphasizes the importance of effective communication, recommending different communication styles for various levels of the organization. It suggests the use of controller, analyser, supporter, and promoter styles to improve interactions and foster a positive work environment. The recommendations aim to improve staff retention and ultimately enhance the quality of customer care provided by Travelodge.

Personal and Professional Development
4.1 Solutions to work based Problems
In the given scenario Travel Lodge has been
facing with high employee turnover from last
three years. Further, all levels of organization
are observing this problem. The investigation
report suggests the causes which are excessive
workloads, low staff morale, low employee
motivation, low job satisfaction etc. Managers
are concerned about negative impact of it on
customer case.
In order to achieve successful growth in marketplace it is
very much essential for manager of every organisation to be
effective enough to come up with best solutions. As per the
scenario Travelodge is experiencing high labor turn over
from last three years at all level of an organisation.
Therefore, after initial investigation it was being examined
that the main reason behind employee’s turnover is due to
excessive workload, low employee motivation, low staff
morale, low job satisfaction etc. which were directly
impacting in a negative manner on the health of customer
care. Thus, in order to reduce the level of employee’s
turnover it is very much essential for the management of
Travelodge to come up with effective solutions, and some
of them are explained below:
Encouraging gratitude and generosity: This is term to be
one of the best solution if the manager of Travelodge
company will this into consideration then it will help them
to reduce the employee’s turnover. By encouraging pro-
social behaviour among employees and this can be done by
rendering them the opportunity to connect with one another
through the acts of expansion of gratitude and generosity.
Thus, because of which employees will happier,
healthier and will less likely to fly the coop and
will render their best effort to provide better quality
customer health care services as well as result in
reducing the employee’s turnover ratio.
Recognize and reward employees: This is the
another best solution which the management of
Travelodge can adopt so as to reduce the
employee’s turnover. By offering each employees
real time recognition that celebrated their efforts
and their success can be an effective way to show
that each workers are being appreciated and valued
in an organisation. For example, manager of
Travelodge can adopt the tactics of rendering
reward system like salary increment, appreciation,
promotions etc. to those employees who will
render best outcome for an organisation. Thus, it
will help each employee to give their best
performance in the form of better quality services
to the customers so as to get reward in return which
will indirectly result in reducing the employees
turnover and in improving the customer care
services.
INTRODUCTION: Personal and professional
development can be considered as the most
essential part of human life. This can be
evaluated as the methods of learning that are
beneficial of improving capabilities and
knowledge of employees who are contributing
their best efforts at work place.

Offer flexibility: This is the another best solution
which the management of Travelodge can adopt in
order to reduce employees turnover and to improve
in rendering better quality customer care services.
As employees crave for flexible life and work
balance within an organisation, because the main
reason behind increase in employee turnover as per
scenario was that of excessive workload as they
were asked to render extra timing for the
organisation. For example, if the manager of
Travelodge offers employees flexibility around
work hours and locations then it will be beneficial
for the firm to reduce employee’s turnover. In
addition to this if employees will get flexible
environment then they will also render best services
to customer which will result in improving the
customer care as well.
4.2 Communication in variety of styles at various
levels
Every individual possess unique communication
style in order to interact and to exchange
information with others. Thus, in order to
communicate with employee’s manager can adopt
different communication styles for different levels
of an organisation and they are mentioned below:
Controller style: This type of style terms to be
autocratic in nature and this style can be used by the
manager of Travelodge in order to communicate
with middle level departmental employees of an
organisation. This is because in this style an
individual demand of doing their work by
themselves and doesn't feel to work with team
members.
Promoter style: In this type of style individuals are
known for their extrovert nature. Manager of
Travelodge who resist in the top level department of an
organisation can adopt this style of communication with
employees who resist in middle level department as
such workers feel easy to work in any kind of
environment as well as they feel comfortable too while
working to team members. Thus, this style of
communication motivates employees in enacting
profitability and growth in an effective manner.
Recommend solutions to retain current staff at the hotel
and improve customer care
In order to retain current staff at the Travelodge hotel
and to improve customer care certain recommendation
is being given which is mentioned below:
It can be recommended that from time to time manager
of Travelodge must identify the preferences of
employees, should listen to the viewpoints of
employees and should render reward system, so as to
motivate each workers to work for the organisation. For
example, if the manager of Travelodge takes into
consideration the needs and preferences of employees
and will try to full fill it then it will create the positive
feeling among employees and because of which they
will too feel like to render better customer care services
to patients and will like to work for an organisation.
Thus, it will indirectly result in retaining current staff at
the Travelodge hotel.
For example, if the employees of Travelodge who
does not possess the skill of good listener and are
term to be rude enough while communicating with
others then in this case manager of Traveldoge
should take supporter style of communication so as
to develop each employees as a good listener and to
make then learn how to be calm and well balance
while working in an organisation and while
communicating with others.
Supporter style: This is the type of style under which
employees are considered to be of low minded
personality type. Additionally, manager of
Travelodge who resist on a top level of organisation
can adopt this style for lower level of employees so
as to develop each employees of lower level to
become good listener.
Analyser style: This type of style can be adopted by
the manager of Travelodge who resist on top level of
an organisation for upper level of employees, this is
because in this style personality of employees are
term to be the asset for an organisation. This is so
because employees are termed to be highly skilled
and knowledge’s in dealing with critical situations.