Enhancing performance in the hospitality and

Employee satisfaction is one of the important drivers for organizational success. These indices provide a good read by soliciting feedback from guests about different aspects of their stay experiences.

Supporting the view of Kovach, Smithhas stated, that motivated employees help organizations survive, as they are more productive.

ways to improve hotel customer service

Starfleet Research recently released several other Smart Decision Guide titles focused on hospitality industry topics. Objectives are also identified and the hypotheses formed.

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So, too, is analytic modeling, to map the guest journey, create actionable segmentation schemes, identify the drivers of guest satisfaction and, ultimately, present guests with more personalized and relevant offers and treatments.

In other words, it is thus essential to motivate the employees to a greater extent in order to improve the ability of the employees and also to provide a good working environment for the employees. The value of the feedback lies largely in the ability to make sense of the raw data, translating it into specific actions the hotel can take to drive GEM improvement.

Enhancing performance in the hospitality and

It is basically considered to be a long term motivator when compared with the extrinsic motivators which are short term. Kennish tends to believe that, if the employees are to feel like they are empowered, the managers need to communicate the purpose of the organization to the employees and should also set high standards for employees. So, too, is analytic modeling, to map the guest journey, create actionable segmentation schemes, identify the drivers of guest satisfaction and, ultimately, present guests with more personalized and relevant offers and treatments. It also offers practical advice for putting the right organizational resources, business processes and performance metrics in place to maximize success and drive continuous performance improvement. Being the hospitality industry is a service industry, and based on services, the success of the industry , mainly depends on the employees and the front line employees, who have direct contact with the customers, play an important role. Another reason what make empowerment fail is basically the lack of communication with the employees. Delegation of authority for a long period of time , in the past dominated the management field. When employees are motivated and inspired, they will be fully involved in organizational activities and work to their maximum potential. Train, Train and Train Regular training leads to good habits in front desk staff, which drives improved outcomes in guest interaction and higher guest ratings.

However, extrinsic motivators basically focus the employees on rewards rather than the actions. Hypothesis 3 : Motivation increases Performance.

Hospitality 101

HRM potentially contributes to employee work performance in the organisation. Further more , the lapses and the practical implications in order to obtain better results from this concept, will also be investigated. To survive in this competitive environment, the organizations must be faster, leaner, provide better service quality, be more efficient, and profitable, an empowered and proactive service worker is thought to be essential Bowen and Lawler, , Fullford and Enz, This is due to the fact that the implementation of the concept of empowerment is a difficult task McIntire, — Web Empowerment is the most critical element of customer service. In other words, hospitality business operations depend on a capable and service-oriented labor force Nickson, A GEM business initiative is likely to benefit some segments more than others.

In fact this view changed in to Empowerment concept, as maintained by Kocel The quality of employee work performance is reliant on a function of ability, motivation and opportunity.

On the other hand, extrinsic motivation is when an employee is motivated by means of external factors.

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6 Ways to Improve Your Hotel Front Desk Team Performance