Methodology And Performance Standards - Essay Example

Topic: METHODOLOGY AND PERFORMANCE STANDARDS School: Lecturer: METHODOLOGY AND PERFORMANCE STANDARDS BaldwinHotelThe aim of every business organization is the achievement of service quality. This is because it is through service quality that optimal growth and development can be recorded (Covey, 2008). In often cases however, must organizations have been confused as to how they can measure the level of service quality that exists within their work field. The reason for this confusion is that service quality has always been viewed as a qualitative, non-quantifiable phenomenon that cannot be abstracted (Dhiman, 2011).

But through the use of performance standard, it is actually possible to measure service quality. In this essay, Baldwin Hotel is assessed for service quality in the way and manner in which staff deal with guests by using two major performance standards namely resourcefulness and customer service. ResourcefulnessResourcefulness is a quality of staff or workers that makes it possible for them to contribute to several aspects of decision making within their job even outside their official job specification.

This means that for staff of Baldwin for example who are front desk attendants must be in a position to provide other services and resources to their superiors outside of their stated job specifications as front desk attendants. Generally resourcefulness improves service quality because it helps in eliminating gaps in tasks and services within the hotel. For example when one worker is absent, the presence of a resourceful employee would ensure that the vacancy is not felt and that it does not affect customer service because he will be there to take that task up.

At the visit to the site, there were two major measurable and observable areas or components of resourcefulness that was seen. The first had to do with front desk attendants who were giving room services, and front desk attendants who were undertaking troubleshooting in inaccurate ledger postings and entries. The methodological tools that were devised to measure the resourcefulness of workers were observation and accuracy with ledger postings. This means that there was both a qualitative and quantitative methodology.

Employees who were responsible for this performance standard were front desk attendants.Customer Service StandardsCustomer service is a performance standard that basically deals with the level of satisfaction that the services rendered to customers by staff is appreciated by customers (Covey, 2008). At the Baldwin Hotel, greater percentage of customers is guests to the hotel who come to book rooms to spend from one night to a whole vacation. Customer service rendered to customers as a performance standard is very important to contributing to service quality because the customer is always at the center of service delivery and it must take a satisfied customer to ensure that the hotel will continue to be in business.

Two major measurable and observable components of customer service were therefore used at the premises of the visit. These were the amount of time spent with each customer from the time of arrival at the hotel to the time the hotel attendant leaves the guest’s room for the first time. The second component was the rate of speed at which hotel attendants were able to solve problems of guests as and when problems come up during their stay at the hotel. These standards were measured by using observation and customer feedback checklist.

There were a number of employees who were tasked with the customer service standard. They included hotel attendants, security personnel, front desk attendants, and receptionists. ReferencesCovey, S. R. (2008). Authentic leaders. Leadership Excellence, 25(5), 20.Dhiman, S. (2011). Personal mastery and authentic leadership. Organization Development Journal, 29(2), 69–83.