Hospitality Supervision And Training Skills

Hospitality Supervision And Training Skills After reading the case study of the hotel one can easily find out what are the strength and weakness of the hotel. Some of the strength are that the hotel is situated in center of the city. The hotel is 3 star properties. Which is manly focusing on the business clients? Even though the hotel is situated at the center of the city, the hotel is struggling to maintain the profit margin. From the last few years Because of the 3 new hotel which maintain the national or international standard, opened near by the hotel, that way the courthouse hotel is not able to make profit. The standard of food and service of courthouse hotel is relatively lower than the other hotels. The hotel capacity is 150 bedrooms, a bar, and a carver style restaurant and a room in which marriage and business conferences are held. Some of the weakness of the hotel is, there is no banquet facility, no room service. In this way the hotel lack some of the newer property near by. Most of the people who are employees in the courthouse hotel are on full time or permanent contract, leaving few senior manager and night workers. The staff of the hotel works in to shift either early or late shift. The hotel need staff only a weekend in the month due to the business executive staying there in weekend. 3 month before a business tycoon bought this hotel and his planning to up grade the hotel to a four star properties, giving good services to clients. For upgrading the hotel his planning to make a a-la-carte restaurant, new banquet in the hotel, staffing should be improved. And hotel needs good skills employees. The employees need a good communication skills and coordination of staff is also need. There is a opening of a new convention center is walking distance of the hotels, there will be a trade increase of 60% which is expected so the courthouse hotel standard are to be rise. And also now the hotel will be in the hands of German chancellor, so every world leader having the meeting with the German chancellor for this the hotel should improve the standard of service. 2. STAFFING ISSUES The staff should be change or hotel should hire new employees because the present employees or not accustomed to four star grading needs and requirements and it may be possible that staff may not like this type off behavior fro the management the hotel should appoint new staff because new people work a bit more harder than the older staff. In case of the curt house hotel needs to look after on the major issues of Staffing. It will take care by the upper management of the organization. Management need to looks after on the budget and the staff problems occurring in the middle, when the management planning for the next year summer objective to change hotel from 3 star to 4star property. Its not easy job, they need to organize the training and development programs for the employees. Management needs to hire employees from internal and external source of recruitment. The main thing in this training and development programs the employees need to concentrate on the training so that they can put an effort for the future goals and objectives. Management need to look after on the budget what they are spending on the training and development programs so that they get a better outcome for an organization. The hospitality industry is highly, influenced by the human labour starting right from chefs, to the servers, bartenders, dishwashers, front office personnel or room attendants. (Supervision in the Hospitality Industry, by Miller, Walker Drummond pg-5) It all depends on the employees to bring in guests or loose business. Talking about the case study The Courthouse, a 3 Star hotel has certain drawbacks issue, which the new owner would face while its up gradation. The staffing issues in the months to come, which the hotel will face are as follows (Case study-the Courthouse Hotel): 2.1 Unskilled Staff: According to the author, the hotel up gradation would result in the increase in the profit of the hotel as the city is opening a new convention center, in the upcoming months. The Courthouse would be allotted to the German Delegates who are very particular about the services. The hotel staff though are good experience holders but is unaware of the standards of services to be given in a 4star categorized hotel. The current staff being unskilled unaware of the techniques procedures to be followed in the Courthouse Hotel is an issue that would worry the management. 2.2 Variation in the Shift Timings: The employees of the hotel are not aware of the actual shift timings that is followed in any property, this is a big drawback for the hotel. The introduction to the varied shifts i.e., morning, afternoon, evening, break night shifts would create a chaos amongst the employees which might further lead to staff turnover. Not only this might the staff being used to its own ideologies might not agree to accept the new changes implemented in their working hours. Working only for one weekend out of 4 can again be a point of discussion. 2.3 Improvement in the Standard: With the up gradation of the star categorization of the Courthouse Hotel, the improvement in standard of the services facilities is an important issue in regards to the up-market of 3-star categorized hotel to 4-star standard. The hotel needs to set up certain Standard Operating Principles about which the staff needs to be trained properly. From the case study the author has already mentioned about the maximum percentage of staff being permanent, hence they have been following their own ways of performing their job they may not encourage new changes in their work culture methods. 2.4 Sacking of Employees: According to the case study, maximum staff is employed on a fulltime basis in permanent contract, which suggest that most of the employees are experienced in this situation the sacking of such staff members would be absurd. In the stage of up gradation of the star- categorization of the property sacking of experienced employees hiring of new employees would increase the financial burden on the management, as the new skilled would be required to be paid more. 3 PLAN OF ACTION The new hotel owner should go through the following plans in practice to get the targeted goal of the organization. Customer services / satisfaction Training given to staff Leadership quality Interpersonal skills of staff 3.1 CUSTOMER SERVICES/SATISFACTION:- Business comprises of a sole meaning of how much effort and the measure the company has to make in order to meet the demands of the customer. It is considered to be as one of the key performance indicator within the business. In todays competition intensive market customer satisfaction plays a vital role in providing information about how much effort is being put and how much more is required, that is the sole big reason why it is becoming an increasingly important factor in Business strategy making. This factor is considered to be an abstract concept because the level of satisfaction varies from person to person and between product and services. It also puts a psychological effect on the process and this makes a link with satisfaction behaviors such as return and proposed rates and expectations. A customer has its own factors on which it decides upon which to choose and which not to chouse he can compare the other product with the company product. Customer satisfaction usually is measured with a set of survey measures records by using a scale or Likert technique. Customer is invited to evaluate each and every statements in terms of their own observation and expectations from the use of that product being measured. LEADERSHIP QUALITY:- Transformational leaders always make a strong vision amongst the employees and set examples of a good judgment of mission and strong hospitality organization. Transformational leadership has always been of a vital importance in todays hard fought customer market of hotels where flexibility, determination, willingness to change and modernize are key factors of an organizational success. The work, which is earlier done on leadership, has extracted distinction, transactional and transformational leadership. (Burns, 1978) STAFF TRAINING:- This is an important tool in succession planning, it is used to find suitable individuals for hiring and promotions. It can also be defined as a formal tool in which plans are developed to ensure that replacements can be successfully and gladly be filled with efficient individuals. Succession planning helps continue the pursuit of strategic goals an missions in a relatively competitive way so as to be there in the market place and compete with the rival companies at par. This is always maintained by the training and development staff. 3.4 INTERPERSONAL SKILL OF STAFF:-the employees should trytalk to the peoplethis is the interpersonal skill of a employees. Interpersonal skill can be told as the way of communication in a better way, to meet that standard. Communication helps to reduce theclashes between the employees and the managers in this way the motive can be achived. The person who is having good interpersonal skills can handle difficult situtation in a better way. 4 CHANGE MANAGEMENT Change can be negative or positive in any organization in courthouse hotel staff can it as in a positive way or can put it in a negative way. The mindset of the staff can make them to resist for change or also it can be possible if they like the change they can also welcome it and adopt it as new step to development. The reason for the resistance can be as follows. Freedom- there might be thinking amongst the staff whether they will be under a boss who can resist their freedom to work. Responsibility their responsibility can be divided between the new staff. And their task can be reduced. Authority their position can be lost and power can be shared between others Work condition there work condition can be changed and they have to work under different condition which can further demotivated their moral. Status their responsibility can be reduced. As the management will be hiring more staff so this will be a thread for others staff whether their job title will be same or they have to change. It can be above the level or below the level. There is also a reason amongst other the staffs what the matter with the way the things are now? typically any change in courthouse hotel can be beneficial and management will not face much problems while implicating these changes. Resistance to change can also make staff to go against the management. Management also will have to look the staff members who are welcoming the change and how to sustain them by motivation. If the existing staff is resisting to change this amplifies that they dont have knowledge and trust on the organization and also may be because of lack of understanding about the change. If the staffs doesnt understand the reason for change they makes a distrust over the organization. This distrust can also make others positive staff to go behind the distrust. With the change of standards in courthouse hotel the technology will be upgrading and this will be a main concern between the staffs how to match the standards. A very difficult situation will be there between the staffs is they fail to grab the standards. And this creates a resistance amongst the staffs. Three 3 key elements of Kirkpatricks model for change management. 4.1 Empathy-: (Kirkpatrick, 2001), According to Kirkpatrick manager should put himself in the place of employee, which is, best way to realize the employees feeling. Managers should also refer to the doubts of the employees that they might have in their minds so that they might not resist the change process. . There are some steps by which a manager can know about the employees, first step is looking personal files, second step is asking questions from the employee and the next and last step is listening and observing. According to Robert Bacall empathy is walking in other person shoes. Thus by implying empathy in the courthouse hotel the managers should get to know the problems of the individual employees. 4.2 Communication-: Robert Bacall states that communication is a 2 way method and in this method the hotel management has to communicate the desired wants and new management policies to the hotel staff. In communication after giving instructions the management has to even look for the feedback from the employees. So that the barriers for communication can be over ridden. 4.3 Participation-: (Coch et al, 1948), states that participation is the major step. Participation is the change tends to reduce resistance build on the change and motive people to make the change to work. Kirkpatrick, (2007), states that Participation is technique for use in conducting instructional meetings. The participation has its two basic approached first one is which one is most common form is to have discussion among the participation without any hesitation and leaders gives questions and problems to entire group. Employers answer it to the leader. Second approach is that group is divided into buzz group of 4 or 5 people so that each employee can participate actively. Thus it is suggested that by implying participation the employs tend to feel better and favour the change rather than resisting it. CONCLUSION: After reading the whole study of the courthouse hotel. We get to know the hotel is facing loss in the business through this we get to what are the staffing issues in the hotel. The hotel employees may to react to the change in a favorable point of view. Because they may not like the change due to lack of coronation between the employees. If the employees and the managers are not coordinating in proper way An organization cannot be run in a good way. If the worker are not skilled enough to do there job. Then there will be issues in the organization. Change management can manage staffing issues. In the case study element of change management shows how the empathy, participation, and communication may help in handling the changes in a proper way. The hotels new owner is transforming the hotel to a four star property. and he is trying to make changes in the hotel which favorable for both the organization and the employees working there. If the organization follow the element of the change management goals can be achieved in a much easer way working with the employees and manager.