Discuss about the institution of Affiliation.
Linda Hall in three years' time became a sales manager for a position of the front desk and selling division department. She achieved this status after putting an extra effort to deal with clients efficiently and also attain the recently made account. Linda Hall had worked as a sale manager in the period of one year after Rob Jones's sales manager was promoted and taken to a linkage hotel and became responsible for the account. Rob Jones corporate is an organization that motives and instruct in conference and seminars that take place in Cameron hotel. The corporate found in the Australia region are supporters of the hotel that increase revenues and boosts the future businesses. Clients have to be treated well in hospitality services, and this is done to meet their expectations as well as experiences while consuming the visitor products and services.
For several months when Mr. Jones was taking the services in the hotel, he was bothered by the kind of services offered. Errors identification such as meeting house specification and the food components lowers the hotel standards. (Jones, Latham, and Betta, 2008, p.335).The service provider fails to offer the visitor's needs even after the request made to them. The challenge that is revolving most hotels and restaurants is the weak relationship between the clients and the service provider, and this creates a bad impression towards the entire hotel. Due to this problem, Linda took the initiative in agreement to provide the solution to the challenges. However, Linda the sale manager was not responsible enough to carry her duties and do the follow –up to the problems facing customers.
Due to low concern gave the seminars groups, Mr. Jones withdraws all the conference from using that particular hotel having an impact on all department and thus lowering its standard. Sale's director and all the management staff join hands and solve issues as an apology to Mr. Jones office to try to retrieve back the customers (Deane, Jones, 2010, p.1266). There are many agreements made between the consumers and service provider to guarantee the clients that the same problem within the organization would never occur again.
Linda makes a meeting to Mr. Jones to address important issues, and she fails to turn up. Another meeting was rescheduled promising to hear any feedback from the customers hence solving crucial issues. It is unfortunately that all the future events canceled as well as room reservation specification. The previous manager, Bruce Adams in charge of monitoring all the activities in the hotel come to rescue the hotel from declining state (Raphael, and Wilson, 2000). It is the responsibility of the management team to ensure that the customers treated well and this result to satisfaction. This paper seeks to show how dangerous administration in any organization can lead to business failure more so in the hospitality sector as in this case it leads to dissatisfaction of client's needs thus loss of potential customers.
Service delivery failure
It is breaking the agreement made between the two parties involved in a business where there is the realistic satisfaction of the client's expectation. Linda did not turn up to the meeting with Mr. Jones to solve certain important issues concerning the services, but rather she gave the many reasons that were vague. According to (Loh, Deegan, and Inglis, 2015, p.792) the negligent of the problem follow-up by Linda has resulted in clients to withdraw their activities from an individual organization. The way forward is to acknowledge the problem by accepting the error and responsibility as a leader so that business runs smoothly. Also, communicate with the customers by emphasizing on their challenges and taking the mistake that one has done and developed trust to customers.
Customer needs requests
Customer dissatisfaction in the hospitality industry which is a major problem and results to business fail. Errors recognized in meeting room specification, and also food item was a request that its attention ignored (Poddar, and Madupalli, 2012, p.556). The solution to this challenge is to develop an interest to clients whereby one shows concern and apologize sincerely to the angry customer. Similarly taking severely to the angry customers by calming down their emotions is important.
Un-solicited employee action
It is the response that an employee makes to customer's complaints or the disappointments. The actual feedback is a major key element that makes the customer to either remember the event or activity was right or wrong resulting in an experience. The relation between the client and the employee is the paramount consideration as it determines how regular visitor will return (Subashini, and Kavitha, 2011.p8).The prevention measures are: employee education and training equip the staff members to learn visitor behavior and handle accordingly in the right way. Also motivating the employee is very vital as this makes them happy and through that, they treat clients in the best way by serving them with a smile.
Demanding customers are very cumbersome to handle since they are very complicated in their behavior as well as response. It is the role of the consumer to demand their rights as customers are always right and every staff should have all the skills to handle them. When a client is not satisfied may lead to spreading bad experience to friend and family members and this results in visitor decline (Headd, 2003, p.57). The solution to this failure is to have the ability to fix client's problem at hand by avoiding further consultation. Always listen to your customer well and carefully and this is important to enhance understanding once need, and finally it is important to give visitors to communicate and express their view
Evaluation service tangibility and intangibility
Most hospitality services and products are intangible, meaning that they cannot be touched or seen and for one to experience well it has to be consumed at a point of delivery (Kunzle, et all, 2000, p.365). Product cost is a determiner of what product is and its uses, for example, the room to be utilized for the conference should be well equipped. Food varies depending on the classes of the hotels
Setting rules and regulation that govern staff members in their point of duty. These rules give the responsibility of each team to an organization and by this staff carry out their functions accordingly.
Customer daily complainants should be enhanced to ensure that customer needs and desires are met and satisfied, and this is a way of gain trust.
Well trained staff members who perform their duty well should be employed to ensure that they have proper etiquette to the customer.
Hospitality services are very fragile activities in that when businesses are not well performing they may lead to failing of that particular organization. Employees are the very key component in hospitality services as they determine the number of repeated visit a client make. It is the role of a manager to ensure that the organization runs smoothly and also having the ability to lead and motivating staffs. Finally, is crucial to ensure customer satisfaction is enhanced as it determine visit repeat or not to the hotel.
Jones, R., Latham, J., and Betta, M., 2008. The narrative in the construction of the social entrepreneurial identity. International Journal of Entrepreneurial Behavior & Research, 14(5), pp.330-345.
Loh, C.M., Deegan, C., and Inglis, R., 2015. The changing trends of corporate social and environmental disclosure within the Australian gambling industry. Accounting & Finance, 55(3), pp.783-823.
Subashini, S. and Kavitha, V., 2011. A survey on security issues in service delivery models of cloud computing. Journal of network and computer applications, 34(1), pp.1-11.
Kunzle, A., Forbes, M. and Elliott, M., Kunzle Adrian E. and Forbes Michael K., 2000. System and method for recommending financial products to a customer based on customer needs and preferences. U.S. Patent Application 09/540,265.
Poddar, A. and Madupalli, R., 2012. Problematic customers and turnover intentions of customer service employees. Journal of Services Marketing, 26(7), pp.551-559.
Headd, B., 2003. Redefining business success: Distinguishing between closure and failure. Small business economics, 21(1), pp.51-61.
Raphael, B. and Wilson, J., 2000. Psychological Debriefing: Theory, practice, and evidence. Cambridge University Press.
Deane, A.M., Chapman, M.J., Fraser, R.J., Summers, M.J., Zaknic, A.V., Storey, J.P., Jones, K.L., Rayner, C.K. and Horowitz, M., 2010. Effects of exogenous glucagon-like peptide-1 on gastric emptying and glucose absorption in the critically ill: relationship to glycemia. Critical care medicine, 38(5), pp.1261-1269.