Question:
Discuss About The Motivating To Provide Outstanding Service?
The new owner of the Courthouse Hotel is planning to implement a new business strategy for enhancing the quality of the services offered in the hotel. An opportunity is available to the Courthouse Hotel as an announcement has been made by the government regarding the major intergovernmental conference taking place in the city. The Courthouse Hotel is planning to enhance the quality of the services for the purpose of gaining this opportunity and promote the hotel and attract the customers. The government delegation will analyze the quality of the services for deciding the hotel for the major intergovernmental conference. This report will discuss the various issues related to the accommodation department of the hotel. It will also discuss the skills which supervisor will need for conducting operations of the department in a smooth manner. The analysis will be made of the motivational techniques which can be used by the supervisor for enhancing the performance of the team.
Accommodation department of the Courthouse Hotel is facing few issues which are affecting the quality of the services as well as satisfaction level of the customers of the hotel. These issues related to the accommodation department of the Courthouse Hotel need to be dealt by the supervisor in an effective manner for gaining the opportunity available. These issues include low quality of the accommodation services, lack of room services and lack of staff working in night shifts. Low quality of the accommodation services is an important issue as satisfaction level of the customers is dependent on the quality of the service offered. This issue has affected the standard of the hotel (Zhao & Jing, 2009). Another issue is related to the non-availability of room services due to which competitiveness of the hotel is getting affected. Hotels need to ensure that room services are available to the guest for providing quality experience during the period of stay. Courthouse Hotel is not having staff for night shift due to which experience of the guest is getting affected (Guttentag, 2015).
For gaining a competitive advantage over the others in the industry, the Courthouse hotel needs to focus on improving the services offered by accommodation department. These issues related to the accommodation department of the Courthouse Hotel are affecting the quality of the service at large (Sampson & Akyeampong, 2014). Supervisor of the Courthouse Hotel needs to cope with these issues for enhancing the chances of success and expansion. Supervisor of the Courthouse Hotel needs to adopt strategies or measures which will enhance the performance of the accommodation department of the hotel (Sage Publications, 2012).
A supervisor is responsible for the management of the operations of the different departments of the hotel. Accommodation department of the Courthouse Hotel is facing issues related to the quality of the accommodation services, lack of room services and lack of staff for night shifts. The supervisor needs to possess certain skills for the management of the operations of the accommodation department in a proper manner. These skills are listed below:
Communication skills: a supervisor needs to communicate with the other employees in a proper manner for the purpose of creating an impact on them. Failure of the operations at the workplace can be due to the lack of proper communication between the supervisor and the employees. Supervisor of the Courthouse Hotel must possess communication skills which will help in sharing information in an effective manner and enhancing the relationship between the supervisor and employees (Aryee, 2011).
Managerial skills: a supervisor must possess managerial skills which are required for the management of different operations of the department. Accommodation department of the Courthouse Hotel is facing several issues which are affecting the performance of the hotel. Different jobs need to be managed by the supervisor of the accommodation department for utilizing the opportunity available (Skills Future, 2016).
Critical thinking: This skill helps the supervisor to take decisions and solving the issues faced by the team and department. Critical thinking will help the supervisor of the Courthouse Hotel to resolve the issues arising at the workplace. Critical thinking will help the supervisor in developing a collaborative environment for working as a team for resolving the issues (Kavita & Sharma, 2011).
Management skills: supervisor of the Courthouse Hotel need to manage the time, teams and priority of the tasks for effective execution of the operations of the accommodation department. It is the responsibility of the supervisor to manage the human resource of the hotel as well as other resources.
Problem-solving and conflict resolution: problems may arise at the workplace or conflicts may arise among the employee. These conflicts need to be dealt in an effective manner. Different issues or problems may arise at the workplace which needs to be dealt with proper technique. Conflicts may arise between the employees and a supervisor need to deal with these conflicts by being neutral (Marc, et. al., 2014).
Leadership skills: leadership skills will help the supervisor to maintain the team spirit. It will help in leading and guiding the efforts of the individual towards the right path. Leadership skills will enhance the performance of the employees of the Courthouse Hotel. A supervisor needs to be a good leader for ensuring that the employees are acting as a team and focusing towards the attainment of the common objective (Sturken, 2012).
Delegation: delegation is delegating the tasks to the other employees with a motive to develop them as well as enhance the satisfaction level among the employees. A delegation of the tasks will help in reducing the burden of the supervisor of the Courthouse Hotel as well as help in focusing on the important areas (Colleen, 2011).
Motivation is required for boosting the morale of the employees and attaining the objectives of the business. Motivation results in an increase in the performance of the individual which contributes towards the overall performance of the business. Motivational techniques can be applied by the Courthouse Hotel for the attainment of the objectives by enhancing the performance of the team. Motivational techniques which can be used by the Courthouse Hotel for improving the performance of the team are discussed below:
Setting clear goals and measuring performance: goals can be set for the identification of the targets which team has to achieve. Setting team goals will promote teamwork and performance of the team can be measured against the goals set. Team goals will help the Hotel in promoting healthy relationship among the employees.
Rewards and incentives: rewards and incentives can be offered to the team for meeting the targets set by the company. The Courthouse hotel can adopt this technique for encouraging the employees for performing well. Monetary benefits will motivate the employees for performing better (Barbosa-McCoy, et. al., 2016).
Providing feedbacks: feedbacks can be provided by the hotel to its employees regarding their performance. These feedbacks will help the employees in improving the areas they are lacking in. Feedbacks need to be provided at regular intervals for implementing the new business strategy for gaining the opportunity.
Employee engagement: employees of the Courthouse Hotel need to be engaged in the decision-making This step of the hotel will motivate the employees for performing well and accomplishing the objectives of the hotel. Engaging the employees in the operations and decision-making process will reduce the burden on supervisor as well as help in making quick decisions (Rein, 2012).
Cross training programs: cross-training programs will help in developing the skills and knowledge of the employees. This training program will prepare the individual for performing different roles which will improve the performance of the team. This will help in performing the different jobs effectively. This will contribute towards the development of skills as well as prepare the employees for better opportunities.
Providing opportunities: opportunities can be provided by the Courthouse Hotel to its employees which will help in enhancing their performance as well as promotes coordination among the team. Better opportunities for growth chances will boost the morale of the employees (Palmer & Jennifer, 2011).
Identification of factors affecting satisfaction level of the employees: motivational theories can be applied for the identification of factors affecting the satisfaction level as well as the performance of the employees. Herzberg’s two-factor theory can be applied by the Courthouse Hotel for analyzing the factors which will affect the satisfaction level and performance of the team. The Courthouse Hotel can apply this motivational theory for the purpose of factors promoting satisfaction level and factors decreasing satisfaction level of the employees (Johnson, 2013).
Quality plays a vital role which helps in attracting the customers towards the hotel and increasing the sales of the business. Impact of the issues faced by accommodation department can be seen on the reputation of the hotel, sales of the hotel and satisfaction level of the customers. These issues need to be resolved for grabbing the opportunity available to the Courthouse Hotel. The supervisor needs to apply the skills possessed for coping with the issues faced by the accommodation department of the hotel. Motivational techniques have been discussed which will contribute towards the performance of the team.
For the purpose of grabbing the opportunity available, the Courthouse Hotel need to ensure that the new business strategy is implemented in an effective manner. Implementation of the new business strategy will enhance the quality of the services offered in the hotel. This opportunity will help the hotel in promoting it and increasing the sales of the business. Issues are being faced by the different departments of the hotel which need to be dealt in a proper manner. The management is concerned that the hotel will not be able to match up with the required standard of service. For this purpose, actions need to be taken by the supervisor of the hotel for coping with the adverse situation. These actions will be discussed in this report along with the recommended actions for the supervisors for implementing the required changes in the Hotel.
Supervisor of the Courthouse Hotel needs to take actions for coping with the adverse situation as this can create a negative impact on the reputation of the business. Actions which supervisor can take for matching with the required standard of service are stated below:
During the implementation of the required change, various issues can be faced by the supervisor which needs to be overcome. Few actions have been recommended which can be adopted by the supervisor for implementing the required change in the Courthouse Hotel. These actions are discussed below:
Conclusion
The Courthouse hotel has planned for the implementation of a new business strategy for taking an advantage of the opportunity. Management of the hotel is concerned regarding the attainment of the required standard of service for enhancing the performance of the hotel. The supervisor needs to take actions for the purpose of providing support to the decision of the hotel. For dealing with this concern of the management, the supervisor needs to review the process on regular intervals for ensuring that the set standard of service is met, forming teams for allocating tasks to the team and forming a review team. Few recommended actions for the supervisor of the hotel have been provided for the purpose of ensuring the successful implementation of the change. This process of change management may get affected by various factors.
References
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Barbosa-McCoy, V., Peter, A. & Judith, B., 2016, “Hotel Managers’ Motivational Strategies for Enhancing Employee Performance”, Hotel Managers’ Motivational Strategies for Enhancing Employee Performance.
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