Solutions of Slow Housekeeping Services In Palomar Hotel - Research Paper Example

Solutions of Slow Housekeeping Services In Palomar Hotel Slow housekeeping activities at Palomar Hotel affect the level of service delivery, which in turn affects customer satisfaction. According to the data collected earlier, the customer satisfaction aspects is affected much by the poor housekeeping activities slow in response. In the wake of these challenges, the hotel stands to lose customers to the competition that will affect its revenues and general business activities. It is on this basis that the study below bases on to identify possible solutions to the problem and have it addressed. The nature of the problem requires that the staff offering housekeeping services obtain more training as a way of enhancing their effectiveness in service delivery to customers. The training will equip the staff with the necessary skills needed to ensure service delivery is up to date. The upgrading of the Property Management Systems will also ensure that the failures in the hotel systems are easily identified. This ensures that they get countered before they lead to massive customer effects that would signal dissatisfaction. From the above, the thesis of the study is to develop the two solutions of staff training and improvement of Property Management Systems in order to address the problem of slow housekeeping services at Palomar Hotel. Description of the Solutions Provided According to the customer comments from the data collection, the time taken for cleaning a room, the delays in response to customer calls, and the delays of delivering extra towels indicate the slow performance of housekeeping service to customer needs. Therefore, Palomar Hotel needs to solve the situation of above slow services problem to avoid major effects in customer satisfaction. There are two effective solutions to improve the slow housekeeping service, which are additional training for the staff that deal with housekeeping services, and the upgrading of the Property Management Systems (PMS). Additional Training Additional training to the staff to provide more refresher information to guide them in responding to customer requests will improve the level of speed with which housekeeping services are conducted. Additional training will enable the employees to learn how to handle customer request and the response to give to ensure the customer feels attended to. In providing the additional training, the provision of cleaning services for the rooms is enhanced. The staff are educated on the right times to handle cleaning and retain cleaning material nearby to handle any requests for cleaning services. When a customer call is received, the procedure that it follows to ensure a response is provided is vital. Additional training to equip the staff with confidence and the right attitude to work will provide the staff with motivation that will help increase their speed and efficiency. Through additional training, staff are trained on responding to calls that will enhance their skills in service. Ensuring that all the items identified in customer comments are integrated into the training objectives will ensure that staff receive the right training (Woods, Johnson &Sciarini, 2012). Upgrading the Property Management Systems The property management system at Palomar Hotel is ineffective in handling customer dissatisfactions. Property management system is supposed to improve that the speed of housekeeping services. Through the integration of HotSOS system into the housekeeping sector of the hotel, customer requests are easily identified and channeled to the right person to handle them instantly, and it improves the level of communication from the customer to the management and the staff responsible for the action (HotSOS, n.d). HotSOS provides the customers with an ease of raising issues directly to a team leader that follows up after a given time interval to ensure that the requests are delivered. Through the application of this system, minimizes the level of communication breakdown within the team leading to easy communication that the team can control using their mobile devices. The rapid nature of the system avoids phone calls that may take time to reach the message to the personnel hence causing delays in the housekeeping aspect. The centralization of customer communication creates an effective way for easy follow up of customer requests. The signaling of the device will ensure the customer request is received earlier and dealt with avoiding the customer from calling many times before their requests are met. C-Part C must be modified. Please break them into two paragraphs. Additional training enables the employees provide better services through the different skills imparted into them. Through additional training, the customers receive better housekeeping services that enable them to achieve satisfaction in the services offered at Palomar hotel that enables their continued appreciation and revisits to the hotel. Through this, the customers tend to develop loyalty through which they have Palomar Hotel as their first choice whenever they need the hotel services. The employees understand their responsibilities better and learn how to play their roles effectively. Additional training to the employees will provide the communication skills and operating skills on the different operating systems installed and hence promoting better service delivery. The improved service delivery leads to improved customer satisfaction that leads to better business and profits for the hotel. That is the HotSOS interface for each employee to understand it for easy integration of the knowledge into his or her working. The interface of HotSOS enables the management to ensure proper customer service management, follows up providing an easy way to ensure customer satisfaction, and eliminates delays in housekeeping response to calls. Consequently, the business will benefit with good revenues from the continued customer support through which they develop better competitive positions. Upgrading the PMS with HotSOS interface improves the level of communication between the employees at the work place with the customer hence hastening the speed of housekeeping services. Through this, the customer obtains satisfactory services that will lead the business to improved revenues. Implementing the solution of upgrading PMS with HotSOS interface provides the business with a high technological communication system. The system enables monitoring the staff and the customers’ requests immediately to ensure that they are met within a limited time that avoids time lapses. The system implements a portable radio system that provides the communication answers that the hotel needs to boost their service delivery (Newlon, 2014). Application of this system provides the customers with an easy interface for directly engaging with the management team creating a better way of handling customer requests. D Based on the poor service that Palomar Hotel has delivered in the past, the need to have a system that will help improve their housekeeping services. This will improve profits in the long run. Considering the comments from the customers, implementing this system is a need to reduce the defects of the old system and ensure timely management follows up on staff and customer services. The slow customer service is evidence of an ineffective system. E- Implementation of the PMS with HotSOS Interface To implement the HotSOS interface into the PMS of Palomar Hotel, there is need to consider a number of factors. These ranges from the costs needed to implement the system, time requirement, and the labor requirements, necessary for the successful implementation of this system. Labor Aspect of Implementation: The labor requirements will require outsourcing an expert in the system to keep the system functional and constantly monitored to avoid breakdown. Understanding these would ease the implementation of the interface. Time Element: Based on these, the time requirement becomes easy to consider. The time aspect will take two weeks for the whole team to prove conversant with the new system. Provision of guidance to the customers will ensure that the system proves effective. Costs Associated: Consideration of the costs runs from costs that cover the equipment installation with all equipments considered. The hotel team will determine the level of costs incurred in the implementation of the system through the interaction with HotSOS providers. The costs will include the costs of the equipments that range from devices in the hotel rooms to those in the receptions of the company. The cost of training the staff to ensure they understand how to operate the system and systems maintenance costs that will run on a monthly basis. These will range from $100000 to $150000 to have all rooms have the system enabled. The ability of the system to recognize guests everywhere in the facility anytime provides them with an opportunity to ensure that the customers are taken care of (New Market, 2014). The costs will require an understanding of the different facilities in the hotel and placement of the different gadgets in accessible places for the customers. Consideration of the training costs that the staff will need and the time they will take to understand the system is necessary before installation. This will ensure no breakdown in service delivery. Conclusion Through the implementation of these two solutions, the slow housekeeping service at Palomar Hotel proves easy to detect earlier and handle to maintain the level of service delivery. Implementation of additional training to staff and the PMS with HotSOS interface will provide the hotel with an improved customer service delivery through improved slow housekeeping services that were part of the major challenges that the hotel faced. Dealing with this will result into improved customer satisfaction and hence improved competitive edge for the business that will translate to revenue. References HotSOS, (n.d). http://www.youtube.com/watch?v=S5pP3d_pteY Newlon, K. (2014). Are Portable Radio Systems Right For You? Retrieved from http://info.chicomm.com/author/kendra-newlon/page/2 New market, (2014). HotSOS (Hotel Service Optimization System).Retrieved from http://www.newmarketinc.com/products/HotSOS Woods, H. R., Johnson, M. M. &Sciarini, M. P. (2012). Managing Hospitality Human Resources. The American Hotel and Lodging Educational Institute. Michigan. Read More