This paper focuses on lowering employee turnover and improving customer service at Green Park hotel after intensive research. The existing problem addressed, a research plan, and a schedule stipulated, and an overview of the qualifications and experience in solving the problem will be presented…
Download full paperFile format: .doc, available for editing
Extract of sample "Lowering Employee Turnover and Improving Customer Service at Green Park Hotel"
Download file to see previous pages
The good customer service, specialization in various departments, and strong links among various staff members gave Green Park Hotel an indomitable reputation (Testa, 2008). The above combination placed Green Park much ahead of its competitors. However, things have changed in the recent past with the most notable transformation being high employee turnover. In fact, the hotel replaces employees almost on a weekly basis. Moreover, the hotel has lost a huge stake in its market capitalization. Competitors are drowning a huge part of the once large market. Customers have hurled several complaints at our employees, and some have even gone ahead to publicize how some of our services have deteriorated.
It is true from my assessment that interpersonal attachment among various staff members has reduced. Employees seem to have lost morale and are in the wake of looking for other hotels or ventures that can best satisfy their needs. Customers have started complaining about the disregard by some employees, slow rate of service, rude waiters/waitresses, unpalatable dishes, and long queues at the reception. This has led customers opting for competing firms that have bettered their service delivery and made their dishes delicious, and prioritized customer needs. The high employee turnover could be due to very few or declined sources of employee motivation, low salaries that do not match the current rate of inflation, and lack of good coordination within the organization (Skabelund, 2008).
As a team, we want to investigate deeper and find out among possible reasons, which one or which ones are applying to our case. This will be done through a thorough, well-planned layout discussed below. We have done everything possible to ensure that we do not leave anything for chance and that by the end of the research, we get a viable solution to our problem. Having identified this problem, the root cause, and possibly a solution to it can be found.
...Download file to see next pagesRead More
...through interview of employees is done underneath so as to ascertain a clear picture of what employees feel and comprehend regarding the turnover process, its influence on the organizational as well as the personal front. Each and every questions drafted in the questionnaire, displayed above would be analyzed. Nature of Business Most of the respondents who were intervened were parts of financial services organization belonging to wealth management, banking services, fiduciary services etc. from the data it can be analyzed that many employees who prefer turnover actually belong to a specific industry...
... High employeeturnover Introduction Employeeturnover refers to the ratio of the number of employees an employer looses to the total number of employees available in an organization at a specified period of time. This measures the rate at which a company loses or gains employees. This means that a company with a high employeeturnover loses many employees as compared to those who are employed. It is noteworthy that this rate is s sure concern for many employers because this means frequent recruitment to cater for the leaving employees, and this can prove to be a complicated chore given the expenses involved. These expenses are especially felt for lower paying jobs which turn out to be jobs that have a high employeeturnover. Some... by the...
...of customerservice to the guest. The relationship manager very willingly takes the responsibility of any issues that may have been troubling the guest. Talking briefly, the duties of a relationship manager comprises of but is note limited to giving wakeup call, arranging breakfast at the designated time, baggage claims at the airport, unpacking and ironing of clothes etc (Gandee, 2010). To provide the perfect feel of style and grandeur, all the employees are provided with Armani suits for their office attires. Customer Relationship Marketing of Armani Hotel While discussing the customer relationship management and...
...and junior staff relations.
Job satisfaction in general for this industry need to be improved through use of employee motivational factors such as making them feel loved, giving them incentives, keeping them paid throughout the year with good money and in time, giving them bonuses, assuring them of job security among others motivational ways[San09]. Employees need to feel cared for by the company. A motivated employee is a satisfied employee; therefore they will be able to deliver quality services in the industry to make the business booming by attracting and maintaining customer loyalty.
In a nutshell,...
...on the Pakistan air ,land rote and sea which has a great impact on the Pakistan hotel industry in general and Peshawar city's hotels in particular. This report will also explore wither this hotel is able to cope with demand and perform to its optimum capacity in today's competitive environment within over all hotel industry.
This report shall try to address the following research questions:
1) Does high/low service encounters have an impact on the overall customer encounter in case of the hospitality industry (specifically HotelPark Inn).
2) Does employee motivation play a part in...
...Introduction Employeeturnover is a challenging issue for many types of businesses. The retail industry, in particular, wrestles with the implications of extremely high turnover rates. "The retail industry employs nearly one-in-five Americans and routinely faces 70 percent to nearly triple digit turnover" (Retailers can improve workforce commitment, 2002). Many retailers have resigned themselves to accepting this kind of turnover rate as a "cost of doing business" (Joinson, 1999). The costs associated with recruiting, retraining, diminished customer loyalty, and many other consequences of high turnover...
...Figure 10: Overall Experience of Restaurant
Figure 11: Quality of Food
Figure 12: Professionalism of the Employees of the Restaurant
Figure 13: Courteousness of the Employees of the Restaurant
Figure 14: Visit in near future
Figure 15: Promptness of the service
Figure 16: Order serving time
Figure 17: Promptness of Host
Figure 18: Frequency of Visit
Figure 19: Relationship between Labour Turnover and Customer Satisfaction
1.1 Brief Overview of Research
Restaurant, hotel and leisure industry is very much dependent on their employees for keeping their customer satisfied. This is a...
...sanitary conditions in the hotel kitchens which had resulted in the closure of the kitchens for six days by the Public Health Inspectorate after a deliberate inspection tour to enable a thorough cleansing and replacement of dilapidated equipment with more serviceable ones.
Poor CustomerService, exemplified by the hotel staff’s slow response to customer needs as a guest died within the hotel.
Poor Planning: lack of proper planning and scheduling the by the font office staff was resulting in a perpetual congestion during the morning check out by guest after breakfast. This resulted in dissatisfied...
...the price and the amenities that are provided in the advertisement is not offered in reality. Therefore the customers or the clients have to suffer while visiting the hotel on the basis of the advertisement that is published, the behavior of the employees or the staff in the hotel is not always up to the expectation. At times they behave very rudely with the clients and it hampers the goodwill, image and reputation of the hotels. The hotels are required to focus on the quality of the service that is provided. They need to take urgent care in taking measurements to improve the quality of the...
9 Pages(2250 words)Term Paper
Save Your Time for More Important Things
Let us write or edit the case study on your topic
"Lowering Employee Turnover and Improving Customer Service at Green Park Hotel"
with a personal 20% discount.