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In this light, the purpose of this report is to take up informational interview with two key employees of Hilton Group to explore the dynamics that are required for survival in hospitality sector. Mr. Walter Jones works as a supervisor for the hotel for three departments mainly front-desk manager, food and beverage and customer complaint and the Mr. Alex Jordan works in developing the customer relationships. This research is a primary one that will be further used for my own personal development in the professional environment.
The interviews have occurred over telephone. I had to obtain the permission of the respondents before conducting the interview and this was done by e-mailing them in advance. The timing of the phone call was discussed over e-mails with the consent of the respondents. The findings from the interview are presented below.
Mr. Walter Jones has worked with the Hilton Group for the past six years and he acts as a supervisor of three key areas namely front office, food and beverages delivery and resolution of customer complaints. Three most important skills have come up in the conversation with Mr. Walter Jones, namely, communication, problem solving and self-management skills. He explained that most importantly it is mandatory to manage one-self before managing others. He said that resolution of customer complaints requires having excellent communication skills. These finding is consistent with the findings of Mallinson and Weiler (2000 cited in Barron 78) who had also found that communication is most important requirement of supervisors. Problem-solving has also featured in their works. Mr. Whitman has also added that the organization has also been trying to improve its customer service experience for which it has encouraged every employee to take up computer learning skills. Mr. Whitman informed that he has recently learned internal computer software that makes his job easier.
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