Example Of An Incident In Hotel Management Essay

1. Management Failure
A closer examination of this incident shows that there is a management failure in several aspects. One of which is in its failure in its failure to train its staff in properly dealing with hotel guests and others who drops by the hotel. The lack of appropriate customer relations skill was its manifested when the convention exhibitor asked for an assistance about his packages. That is, the visitor requested if the first guest-service agent could call and find out about the package. It is noted that the service-agent remembers the arrival of the package, however, instead of helping the visitor in calling the housekeeping department, he just pointed to where the phones are. In a way, this form of response from a guest-service agent is not appropriate, taking into consideration that visitors should be treated politely.
Further, another management failure is the lack of coordination among the staffs, specifically concerning the arrival of packages such as those that was sent by the convention exhibitor. The guest was first sent to one department and was sent back to the service agent who found it more convenient to reason that the packages were not in his custody. Had the process of receiving packages were coordinated properly, there would have been no difficulty on the part of the visitor to immediately trace his package.
2. Hotel’s Immediate Response
Based on the reading, the hotel’s immediate response was to attend to the customer’s complaint. Most company’s have their customer complaint desk to handle issues raised by customers. Specifically, GM’s secretary wanted to know the name of the first guest-service agent who surely was not doing his job well. In this instance, the management’s first action would be to first deal with the visitor’s main concern about his package.
3. Long-run Action
There are instances when no matter how the company management wanted to deliver the best customer service, the customer service skills of the staffs or employees are insufficient in making a difference. Any business owner who wanted to survive the tight competition must ensure that his employees are well-trained in dealing with customers. In this reading, the guest-service agent lack the appropriate customer-service skills, in addition to the lack of coordination among the staffs.
One of the long-run action that must be done by the hotel management is to ensure that the staffs are trained properly. It should be noted that customer service is considered as an art, thus training the staffs would require a process for them to become highly proficient in customer relations. In the story provided, the staffs provided incorrect information to the guest, in addition to showing an impolite behavior. Thus, training them properly should be a paramount concern of management to increase assurance that such incidents will not be repeated in the future.
Another action that should be resorted to by the hotel management is to ensure that all process, tasks and responsibilities are well-coordinated. Nothing is more frustrating to a customer who find themselves confused as to where to secure the needed information. In this case, the customer had difficulty tracing the package he sent, when it should have been easy had the process of receiving and safe keeping are properly coordinated among the members of the hotel team. When tasks and responsibilities are communicated accordingly to all the members or staffs, the possibility of committing errors is reduced. This will result in better performance of tasks, which will eventually translate to better customer experience.