Solutions of Slow Housekeeping Service in Palomar Hotel - Research Paper Example

Solutions of Slow Housekeeping Services In Palomar Hotel Introduction Slow housekeeping activities at Palomar Hotel affect the level of service delivery that the general customer satisfaction aspects are affected by. 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 the delivery of this service 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 identified easily and countered before they lead to massive customer effects that would signal dissatisfaction that would lead to loss of customers. Through the implementation of these two solutions, the problem at Palomar Hotel proves easy to detect earlier and handle to maintain the level of service delivery. 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 the hotel. Through the thesis, the problem will become addressed and will help guide the company back into proper customer management aspects that will promote the service delivery and promote customer satisfaction. These are all detailed in the body of the work that follows. Description of the Solutions Provided The different solutions as provided in the introduction are provision of additional training for the staff that deal with housekeeping services and the upgrading of the Property Management Systems (PMS). Considering these aspects in relation to the customer comments that reflected the time taken for cleaning a room, the delays in response to customer calls and the delays in delivery of towels that indicated delays in responding to customer needs, the company needs to ensure the situation improves to avoid major effects in customer satisfaction. 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, staffs 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 staffs receive the right training (Woods, Johnson & Sciarini, 2012). Upgrading the Property Management Systems The property management system in place seems ineffective in handling customer dissatisfactions. A proper management system is supposed to ensure that the housekeeping services of Palomar hotel improve. Through the integration of HotSOS system into the housekeeping sector of the hotel, many of the customer requests easily identified and channeled to the right person to handle them instantly improving 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 avenue for easy follow up of customer requests since 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. The application of this system enables the management to ensure proper customer service management and follow up providing an easy way to ensure customer satisfaction and kill delays in housekeeping response to calls. Additional training to the employees will provide the relevant skills on the different operating systems to ensure that each employee understands them making it easy for them to integrate the knowledge into their working. The employees understand their responsibilities better and learn how to play their roles effectively.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 that enables them to have Palomar Hotel as their first choice whenever they need the hotel services. Through this, 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 housekeeping services. Through this, the customer obtains satisfactory services that will lead the business to improved revenues. Upgrading the PMS with eth HotSOS interface system is a requirement that will support the level of customer interaction with the management of the hotel aiding in the service delivery. Implementing this solution provides the business with a high technological communication system that enables continued monitoring of the staff and the customers’ requests 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. Based on the challenges that Palomar Hotel has faced in the past, the need to have a system that will help improve their housekeeping services will help them retain a good business level from their competitors and favorably remain profitable. 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. 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, the labor requirements, and any other steps necessary for the successful implementation of this system. 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 costs of the equipments, the cost of training the staff to ensure they understand how to operate the system, system maintenance costs among other costs. 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 eth 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. Based on these, the time requirement becomes easy to consider. 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. Conclusion Implementation of additional training to staff and the PMS with HotSOS interface will provide the hotel with an improved customer service delivery through improved housekeeping services that were part of the major challenges that the hotel faced. Dealing with this would 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