Effective Strategies to Be Used in Ritz-Carlton Hotel - Assignment Example

Executive Summary Ritz-Carlton Hotel has been successful in the service industry as the restaurant has looked to deliver quality service and has trained the employees in such a manner that the needs and requirements of the customers are satisfied. Ritz-Carlton Hotel has to look towards finding out the different needs of the employees so that training program can be designed accordingly. This will require that the management has to find out the training needs based on different tools like focus group, interview, observation, etc. This has helped to find out that the training needs to be imparted so that customer service improves, communication skills develops, leadership and team skills are developed. This will require both on and off the job training and needs to be monitored continuously so that changes can be made if required. This will reduce the risk for Ritz-Carlton Hotel and ensure that the overall process of providing training helps the organization to provide better services to its customers. Table of Contents Introduction 3 Information about Ritz-Carlton Hotel 3 Way to access development need of staff 4 Learning Strategies to be used 6 Measuring the effectiveness of the strategy 8 Conclusion 9 Recommendations 9 References 11 Introduction The success of an organization is largely dependent on the manner the organization is able to use its workforce. The importance of managing and motivating the workforce increases in case of a service industry as developing the required workforce ensures that the employees are committed towards the goals and helps to maximize the satisfaction level of customers (Sevari & Kandu, 2011). This report explores the different strategy that Ritz-Carlton Hotel needs to develop so that the performance of their employees further gets enhanced. This will look towards accessing the needs and requirements of the employees, developing ways through which the needs of the employees are satisfied and the process through which the overall effectiveness can be measured. This will thereby provide the framework through which the employees become motivated and committed towards the goal of the organization. Information about Ritz-Carlton Hotel Ritz-Carlton Hotel has been successful and has won many awards because the hotel has stressed the need and importance of ensuring maximum customer satisfaction. To be able to deliver superior performance Ritz-Carlton Hotel has looked towards specific purpose training of the employees which helps to provide the required skills based on which customer satisfaction has been maximized. In addition to it Ritz-Carlton Hotel has developed the orientation program for employees in such a manner that the employees feel comfortable and appreciates the job. The overall style of work culture being adopted by Ritz-Carlton Hotel looks to be directed towards better services and ensuring that the customers are handled in the most polite manner so that the satisfaction level of customers is maximized. Way to access development need of staff Ritz-Carlton Hotel to develop the required training program needs to identify the gaps or areas where the employees are lacking and are not able to perform according to the required standards. Ritz-Carlton Hotel need to find out those gaps and while looking to do so care and precaution has to be maintained that the employees don’t become demotivated as it will impact their performance further and will make it difficult to find out the areas where employees have to be provided specific training (Ahmad & Schroeder, 2009). Ritz-Carlton Hotel can access the training needs of the employees through the following Direct Observation: This method will look to directly observe the employees at work and examine the manner in which the work is being performed. The performance of the employee can than be compared to the standards which has been developed by Ritz-Carlton Hotel. This will help to identify the gaps which exist between the training provided to the employees and the manner in which it can be fulfilled. Based on the gap the management can identify the different training which an employee has to undergo so that they are able to perform on the required standards (Oyler & Pryor, 2009) Questionnaires: The management of Ritz-Carlton Hotel can also look to conduct a survey through the use of a questionnaire. This will help to address different questions directly to an employee and will help to find out the different areas which they employees feel when improved will help to further enhance their performance. This process will also help to compare the different skills which an employee or different employee has and will thereby help to design a training program based on their needs and requirements (Scott, 2011) Consulting Person with Specific Knowledge: This will look towards hiring the services of an external agency which looks to find out ways through which employees’ performance gets enhanced so that customer satisfaction increases. Using them will help Ritz-Carlton Hotel to develop a process through which better services can be provided and will ensure that the risk also reduces. This process will also ensure that the resources are used in a better manner and will help to present the gaps based on which specific training can be provided for the improvement of the employees (Jay & Alec, 2012) Interviews: Ritz-Carlton Hotel can look to interview the customers who have availed the different services of the hotel. This will help to understand the customer perception and will help the management to identify the different areas which when improved will ensure better satisfaction for the customers (Zwick, 2009). The process of conducting interviews will also ensure that changes in the process of providing services will be accepted by the people and will thereby reduce the risk. The required training program can thereby be developed and will help to ensure that the level of satisfaction for the employees increases (Khatri, 2010). Focus Group: This method will be effective in identifying the training needs of the employees as the process will look towards identifying the behavior, thought process and manner in which the employees carry out his duties. This will thereby provide the required guidelines and highlight the areas where the employee is lacking. The organization based on it can develop the required strategy which will focus on ensuring that the satisfaction of customers improve and develops the required way to provide the necessary training (Attersley, 2009). Thus, the different strategy highlighted above will help Ritz-Carlton Hotel to find out the manner in which they can identify the training needs of the employees and based on it the necessary training can be provided. Learning Strategies to be used The identification of the different training needs helps to find out that training needs to be provided in the following areas so that employees are able to provide better services and will have an impact on the performance of an employee Induction of New Staff: Proper training has to be provided so that new employees who are hired by Ritz-Carlton Hotel feel comfortable. This will require that the hotel develop strategies which are focused on making the employees aware about the values of the organization (Cheney & Christensen, 2009). This will require that the employees are made comfortable and all the doubts that the employee has should be solved at the juncture. The training should further help the employee understand the organizational culture and the manner in which the different roles and responsibilities which will be assigned to the employees have to be carried out. Customer Service: Employees have to be trained so that they are able to provide better customer services. This will include making the employees to be courteous and friendly with the customers. The employees have to understand the wants and requirements of the customers and based on it services should be provided. The training process here will include both on and off the job training. Off the job training will include explaining the employees about the manner in which they have to render services, talk with customers and carry out the necessary responsibilities. On the job will help to analyze the learning and based on it changes and developments can be made so that the overall process of providing services to the customers improves (Darling & Leffel, 2010). Interpersonal Skills: Proper training needs to be provided so that the interpersonal skills of the employees working in Ritz-Carlton Hotel are improved. This will require that the training program focuses on improving the communication skills of employees. The development of communication skills of the employees has to take place when the employees communicate with each other and the customers. This will require that the overall process through which training in provided to the employee focuses on bringing a change in the behavior so that employees are able to improve their communication skills and contribute positively towards the goals of the organization (Cipolla, 2010). Development of Team Skills: The training program has further to be developed which ensures that employees within Ritz-Carlton Hotel works together as a unit. This will require that the employees are made to understand the different benefits which working together in a group will be provided. The training program needs to develop an artificial condition where the employees actually work together so that they are able to remove their personal differences and come together (Bernadette & Gavin, 2008). The management has to look towards ensuring that the employees become committed towards the group goal and the process helps to inculcate in them a spirit of working together in a team Development of Leadership Skills: The training program has to focus on developing the skills through which an employee is able to act as a leader. This will require that various instances are provided to the employees and steps are taken which will make the employees show their skills. This will help the organization to be able to find the prospective talent for the future and will provide the direction based on which the performance further gets enhanced (Boyer & Lewis, 2012) Thus, the overall process of developing the training program will be focused on different aspect and will provide the required areas through which the performance of the organization will be enhanced. Measuring the effectiveness of the strategy Ritz-Carlton Hotel needs to measure the effectiveness of the training program as it will help to understand whether the performance of the employees became better due to the different inputs which were provided to them (Provis, 2009). To ensure that the process of training provides the required results it is important that the entire process is monitored. Ritz-Carlton Hotel needs to ensure that the performance of the employee after the training program is compared with the performance of the employee before the training program. This will help to find out the changes which were seen in the performance of the employee and will also show whether the changes was beneficial or not. Based on it the management can further take decisions regarding the manner changes have to be made so that the performance of the employees further improves (Dawson, 2010). The process of monitoring should be continuous and continuous feedback should be provided so that the organization understands whether development is taking place and will provide an opportunity through which changes can be made midway. This will ensure that organization is able to reduce the chances of wastage of resources and will help to reduce cost. The overall effectiveness will thereby ensure that the process of making changes provides the required benefits and the organization as a result will be able to make the changes through which their process of rendering services improves (Bolton & Storr, 2009). Conclusion This report presents the different strategy that Ritz-Carlton Hotel needs to develop so that the performance of their employees further gets enhanced. This will look towards accessing the needs and requirements of the employees, developing ways through which the needs of the employees are satisfied and the process through which the overall effectiveness can be measured. This will thereby provide the framework through which the employees become motivated and committed towards the goal of the organization. Recommendations Ritz-Carlton Hotel has to look towards finding out the different needs of the employees so that training program can be designed accordingly. This will require that the management has to find out the training needs based on different tools like focus group, interview, observation, etc. This has helped to find out that the training needs to be imparted so that customer service improves, communication skills develops, leadership and team skills are developed. This will require both on and off the job training and needs to be monitored continuously so that changes can be made if required. 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