Relationships Among Customer Satisfaction - Discussing Hotel Industry And German Delegation

Issues with the Front Office

Discuss About The Relationships Among Customer Satisfaction?

The hotel Courthouse is an establishment, which is located in the large city’s centre. The hotel is primarily facing competition on the faces of cost. Their prices are kept comparatively lower. However, the quality and range of food is not having a right standard. However, the hotel is seeking developments when the German chancellor is looking forward to visit the hotel. The hotel is looking forward as well to bring improvements in the management of the hotel. The hotel supervisor might face problems while dealing with the front house. In this respect, the hotel must come up with strategies in order to bring improvements in the particular department.

a) While welcoming the German delegate, the manager of the front of the house of the hotel needs to take care of certain issues to raise the standard of the hotel industry. The work of the front office is related with the direct interactions with the guests or they are conducted in front of the guests. They are connected to direct interaction with the guests, which incorporates the accommodation, reservation and so forth. However, the supervisor needs to take care of the Front house of the hotel in order to raise its standard while welcoming the German councilor (Miller, Walker & Drummond, 2007) In this point of time, the Supervisor needs to consider the issues and solve them accordingly.

The practice of the hotel confirms more reservations that what the actual inventory can permit. Hotel do not show information in order determine the percentage to what extent they can over commit the rooms (Boella & Goss, 2013). Another drawback that is needed to consider is the imposition of the charges, which are incidental, but on the basis of the miscellaneous items that one can use at hotel in the form of valet parking or telephone calls. The front office usually get the approval for the amount which is requested and impose charge at the guest’s regularly. The front offices at times failed to do their jobs regularly which results to the negligence, which results to the birth of many hotel complaints from the guest. The reservation is also being one of the major problems among the guests and this happens out of the negligence of the front officers.  While welcoming the German delegate, it is important for the front officers staffs to make a grand welcome with their gestures and postures of welcoming the guest properly (Glickman, Gordon & Ross, 2012). The Supervisor needs to take into consideration that there are lack of staffs in the hotel who know German language. Therefore, the supervisor needs to recruit staffs who knows the language and make a grand welcome to the guest. The front desk staffs do not have proper communication with the other departments of the hotel industry, in this matter, if the German delegate has some queries about the other departments then he can easily ask the front office. In this matter, the supervisor needs to make the team ready for the providing a higher quality of services to the delegate in terms of waging communication and offering help to the Government delegate. The requirements of the staffs are needed to be fulfilled in order to welcome the guest on that particular day. The staffs are needed to well dressed not like usual. If these issues are taken into consideration and can be solved and well managed properly, then it would be great in the eyes of the delegation that the hotel has raised its standard to a maximum level (Glickman, Gordon & Ross, 2012).

Key Skills for the Supervisor

b) The key skills that the supervisor of the front office needs to demonstrate while welcoming the German delegate is present his leadership properly in order to see the functioning of the staffs in related to the front office, which includes the grand welcoming of the visitor, and greet the delegation properly. The supervisor needs to have both communication and proper leadership skills. The leadership qualities of the supervisor would make him to overview the activities of the staffs to make sure that the activities in the office are running smoothly (Suh, West & Shin, 2012). The supervisor’s responsibility is to welcome the delegate and as mentioned before providing the guest with the best possible services. If the delegate faces any problems regarding the service quality issue, it is the responsibility of the staffs to handle the problems efficiently. It is the supervisor’s roles and responsibility again to functions as per the instructions of the manager to see the duties of the front house of the hotel. He needs to take into account that the staffs are adhered to the rules and regulations. As a leader, the supervisor must ensure that the members of staff follow proper discipline (Miller & Walker, 2012).

It is the job of the supervisor of the front office to communicate and give direction to the staff members in a concise and clear manner and if possible in a clearer format. The supervisor must have a better communication skill while listening to the requests of the Government delegate and give him the details about the timings of the outlet near the spots of the tourists and to describe about the local attractions and overall services that the staffs of the hotel would give to the German visitor. The supervisor needs to make sure that the appropriate room is selected for the visitor to stay as per the requirements of the visitor and also confirming rates to the visitor after handing over the keys to the delegate (Rothfelder et al., 2012). The supervisor needs to stay alert and must apply his role model skills as well to the staffs during the emergencies. Other than the leadership and communication skills, the supervisor needs to have the skill of dealing with the internal and external customers and the supervisor must have a greater level of patience, diplomatic and knows tactics. He must have the skills of doing calculations fast and solve complex situations. The supervisor must have the skills related to the preparing the complex reports related to rooms and the generation of revenue. The manager must possess excellent management and organizing skills and also having the ability perform functions in pressured situations while dealing with any kinds of emergency problems. Thus, to become an effective supervisor and to present his proper skills to the delegate, it is important for him to have these skills present, which as a result would raise the standard of the hotel, and this in turn would increase the publicity of the hotel.

Motivational Techniques for the Team

c) The motivational techniques that the supervisor must use in order to ensure that the team is giving their maximum performances in order to encourage the strategy planned by the German owner are the following

It is the responsibility of the supervisor to share the vision of organization with each member of the team. The staffs must have a collective vision, which would lead them to prosperity and if the staffs are adhered to the rules and regulations of the vision, the position of the hotel would easily be raised and this as well be appreciated by the important German delegate (Lopes, 2016).

The supervisor must communicate with the other staffs of the front office, which would open a new avenue for the organization to arrange the activities successfully.

The supervisor must support new ideas of the other staffs and help them to create any types of brilliant ideas about the ways that they can arrange properly for the guests to come (Riley, 2014).

Supervising do not mean keeping the steps under control. It is the way to ensure that the activities of the organization are implemented at a highest level. It is also the process of giving people to think independently, so that they can come up with new ideas in order to implement their strategies to raise the organization (Tesone, 2012).

Goals are needed to be set as well as the objectives. This would further encourage the staffs to perform well. The supervisor needs to make sure that the goals are SMART enough and they can be easily achievable.

Each staffs have their strengths and weaknesses. Someone might have a greater communication problem and someone is having the skill of good public speaking. It is therefore for the supervisor to give people to frame out their strength and weakness and to modify their behavior accordingly.

The important thing that is needed to be taken into account is to make sure that the staffs are not becoming bored. They are needed to be encouraged by making them remember that they have to attend a special guest and their services matter most in this aspect. If they are continuously being encouraged for their services and about their incentives, the staffs would definitely work properly under the supervisor (Hawkins et al., 2012).

The supervisor must encourage staffs to encourage each other in terms of their work and this would give further opportunity to develop growth in their field. The individuals are needed to be encouraged stating that they have the potentiality to welcome the guest properly. It provides employees to work properly (Vander & Davis, 1998).

It is important to survey the employees regularly about the stages of satisfaction. The way they are conducting their business and how they are successful to give their best output.

References

Boella, M., & Goss-Turner, S. (2013). Human resource management in the hospitality industry: A guide to best practice. Routledge.

Brotherton, B. (Ed.). (2012). International Hospitality Industry. Routledge.

Glickman, C. D., Gordon, S. P., & Ross-Gordon, J. M. (2012). The basic guide to supervision and instructional leadership. Pearson Higher Ed.

Hawkins, P., Shohet, R., Ryde, J., & Wilmot, J. (2012). Supervision in the helping professions. McGraw-Hill Education (UK).

Lopes, M., 2016. The hospitality industry (Doctoral dissertation).

Miller, J, Walker, J & Eich Drummond, K (2007) Supervision in the Hospitality Industry, New Jersey, John Wiley and Sons

Miller, J, Walker, J (2012) Supervision in the Hospitality Industry, 7th Edition, New Jersey, John Wiley and Sons

Riley, M., 2014. Human resource management in the hospitality and tourism industry. Routledge.

Rothfelder, K., Ottenbacher, M. C., & Harrington, R. J. (2012). The impact of transformational, transactional and non-leadership styles on employee job satisfaction in the German hospitality industry. Tourism and Hospitality Research, 12(4), 201-214.

Suh, E., West, J. J., & Shin, J. (2012). Important competency requirements for managers in the hospitality industry. Journal of Hospitality, Leisure, Sport & Tourism Education, 11(2), 101-112.

Tesone, D. V. (2012). Principles of management for the hospitality industry. Routledge.

Van der Wagen, L & Davies, C (1998) Supervision and Leadership in Tourism and Hospitality, London, Hospitality Press