Productivity and Human Performance - Essay Example

Productivity and Human Performance With the globalization and the intensity of competition in the hospitality industry, there is a constant need to revolutionized approach to management styles and leadership skills. The industry focus more on the experience one gets from customer service that was created to manage relationship with customers. Often we can see that managers may very well note the existence of a problem but inefficiently offer a solution in parts without any consideration or recognizing the effect to the whole system. System thinking is very important in determining cause and effect elements for consideration and elimination especially when it is related to social psychology of human factors. Sharing visions in transformational leadership is very important in bringing change to a work environment and of the workers behavior. It is just a matter of defining that energy and that motivating factor to make an employee work. In this discussion we first define the need identifiers of a person and several theories that we may use that absolutely involve human management. Customer service as a vital link to sharing market pie gives us enough understanding that employee care eventually means customer care. (Klareven, J.V., 2003). A satisfied and happy employee ought to serve and give a reliable service with ultimate customer experience. Understanding the person working for you. In several books and several websites that I have made my research, I always encountered science and philosophical theories but makes only little discussions whatsoever about understanding the mind of the person we are trying to make careful studies. It's like preparing a big birthday bash for the celebrant without asking what she really wants. Although the simile might be far from an organization concept, the point I am stressing is asking what the employees want, what they need and what the management can do to help them reach their need without putting the organization at risk. It is not merely researching and observing actions and accomplishments but really asking how they think about work and the kind of jobs they are being assigned at the moment. This sounds like dissecting the network of the human mind and capturing that portion that could fast track work to productivity to income. Compatibility in the aspects of attitude, need and work is very important in assessing a person's productivity. This leads us to the habit of understanding other persons feeling by the practice of tact and empathy. If management fails to provide a platform for expressing their individualism then this can be a handicapped towards their decision making and self confidence and destroys their will to outrun competition by performance. Speaking openly with one's ideas and any improvements that is work related may overcome fear or discomfort that will accelerate daily social interactions. One does not have the right to humiliate unintelligent conversations for it defines who they are partially reflecting how they feel towards a certain subject. Good work relationships depict the ability to communicate emotions in non verbal ways and in a lot of significant actions. This serves us to understand the person not only as to how they communicate but the hidden meanings of their nonverbal ways which is in a lot of situations gives us a clearer picture of what they want. What most managers fail to practice are their listening skills and lowering indifference barriers to non intelligent flow of conversations from workers. Teamwork to productivity. This paper seeks to identify the things that negatively impact and lowers productivity. We have to bridge the gap to accurately pick up nonverbal cues to connect workers relationships to verbal repertoire. The things that we have been practicing everyday are being able to read between the lines through signals from the eyes, facial expression, tone of voice, and posture. Stress is very common and we must carefully note the conditions and the things that cause it either within the job function or within the work environment that continues to negate the will to perform more. Emotions communicate and an employee must learn to develop emotional intelligence. A good move is to deviate from the person centered plan of vision to transformational leadership. In hospitality industry, customer service needs an upfront of visions to develop and to maintain to aim for the performance rating of customer care. It relates a changing nature of customer service in a multicultural environment of changing customer behavior where expectation notes empowerment to employee care. The fact is that a customer is the foundation of the very existence of our people and our existence. We have to empower employees to sustain values as valued people to value people. (Cook, S., 2002). Organizational productivity is not a stand alone concept. It does solicit the cooperation of every member of the team. A large number of corporations fail when there are a lot of floating personal visions of managers and they don't coordinate with other departments in their directions to achieve more. Organizational productivity. Information technology has proven its role in various aspects on organizational productivity. This clearly focuses on the aspect of booking and reservations at the hotel and the request for airport transfers and tours. The lack of methodology, systems and procedures, and standards for follow ups and coordination may prove detrimental to customer service and relevant customer care experience. This is a creation of a competitive edge with other service hotels to simply provide customers with web applications and tools like request for reservations, inquiries and feedback to improve the caliber of employees that also goes to the type of software designs that was implemented. Improving the output of human capital while attempting to increase returns in human capital investment makes us realize that healthcare and the reward system plays a major part to reconstruct personal visions for motivations all the while maintaining allegiance to the organizational team. Self reliance and persistence are one of the performance indicators that shall align individual's perspectives to the company's perspectives on customer service. Customer service measures the following aspects on trust, tact, empathy, focus, conformity and proficiency. Creating a monetary target incentive and vacation privileges is one of the most availed of features at Marriot Hotels & Resorts. Marriot Hotel & Resorts. Marriot Hotels & Resorts (Marriot) has a very good psychology work in giving out this outstanding incentive on travel programs. Amazing how company's participating in this program can motivate employees to work to get a sale when it means going where you want, when you want, and with whom you want. Perfect rendezvous for world sites explorations. This is an opportunity of a lifetime that one gets to reminisce in their lives as employees. This meets their service team lifestyle with the flexibility of being awarded to non sales employees. Individual incentives award programs are already provided and taken cared of by Marriot. This serves to increase productivity or even reward customers to offset competition. Its flexibility allows you to custom-build a combination to suit company's budget and goals on incentive programs. It is a ready program for the taking upon meeting qualifications. Marriot's mission statement given for the incentive program is remarkable: Give them the world and they will give it back to you. (Marriot, 1996). This details knowing the person and what they want. A lot of surveys indicate that a person really wants to see the world and travel without spending a cent for the accommodations enjoyed. Mostly employees have their respective budget constraints and budget allocations in their families and travel which need to unwind body batteries are so far off for individual purchases and monetary solutions. Appropriations in their travel and lifestyle can pour on different cognitive psychosocial development on employees on two possible outcomes: self and socialization which directly relates to customer service ability and performance. This particular incentive can walk the employee to a progressive personality development in a multicultural environment to learn to adjust to attitudes and develop flexibility in dealing with different communication patterns. No wonder 40% of Marriot's event planners choose individual incentives as an award. An abstract of the motivation factors of an individual details its applications to five settings in a hospitality environment: that is reservations and online or phone conversations, tour and event management, airport ticket reservations and transfers, a most likely concierge services of meeting customer's request and demands, and the fifth is providing the experience by providing on hand online access by admonition of advance technology provided at their respective rooms for their comfort and convenience. The instinct of meeting and supplementing their needs could be painstaking but a due reward system accorded to the servicing employee could prove more than its worth in the retention and comebacks of customers availing your services. Apart from the internal biological needs of performing for the salaries there are a lot of drives that can make us perform in a certain way that benefits the company in the process. The need to make an employee realize their fullest potential in self actualization is very important in determining factors for creating rewards programs. In organization productivity we can therefore develop their hierarchical levels of needs and motivations to target appropriate program content. Marriot has provided solutions for customers who are still on transit and wants to check in at their hotels. A very efficient technology of downloading Marriot's mobility software to be able to do the task while still on the road. This is a very good reach out to customers who haven't decided the place to stay yet. The thrust aims to bring lifestyle and technology in the palm of your hand thus giving them the ability to communicate and book reservations without the hassles of calling landlines. It is done by just exploring their pocket PC phones and retrieve guest room keys from the automatic dispenser in their lobbies. No hassles, no stress in getting reservations and no queues in filling out forms over the counter to get room keys. Easy and affordable and fast! That is the idea of an information solution the Marriot way. A customer self management in getting in and out without dealing in a lot of level counter transactions is just appealing. (Marriot Ereport, October 2006). Taking the diversities to communicating on line 24/7 anywhere to central station is a highly sophisticated technology shifting communications barriers to progress efficiency as an edge to competition. With Dr. Spencer finding ways to deal with change in the workplace and of the tools, this topic is relevant enough for technological transformation. (Spencer, J., 1999). This is something to experience taken as leverage to the hospitality industry, computers and palm mobiles to internet access with Marriot's mobility software. Tours and event management is one highly stressful task to grasp multicultural needs of places and trips program formation. This develops employees' ability to see and use individual initiatives on ongoing major entertainment performances and major history of different parts of the world, be it supernatural or horror down to sports management and group management. The employee in charge of this program must have a good network of contacts to chat to and a network of contacts to facilitate ticketing and reservations with other companies sponsoring such activities. Almost always this is in a form of first come first serve basis so it all depends with how an employee will try to carry her endeavors and articulateness to get her customers inside. Usually incentives of this sale are on a quota basis and can be travel rewards that are convertible to cash rewards. Concierge services of meeting customers request and demands at the spur of the moment would be quiet exhilarating if it feels like doing Mission Impossible. Still service is service and you have to give it all to make them comeback. A reward system always favors the motivation and the initiative of a person. No reward or recognition may mean low energy and just enough effort to sustain a living. If modern technology gives us the tools to speed business change, attitudes and personal reflections on social order enable us to speed progress in social interactions and customer care. Reward systems intervention must be visible in order to provoke a reaction in maintaining desired levels of performance at work places. Somehow our rewards system will likely cause the emergence of talents within our work force base. Having to tap people's potentials and talents by rewards systems forecast the strength and the capability of the organization to tackle specific task towards mobility through learning and training. Monetary motivations wear off when an employee gets used to its current earning levels. People get more rush in doing desired job particularly in a work environment that guarantees team spirit. The compensation system is far behind the aftermath of the convincing power of an effective reward system. (Blanchard, K., 2002). Relating services to the company that provides them, is a combined imaging and branding of service designs. We ought to provide the options and the needs of a customer relating to their travel spree to create a raving fan out of them. (Blanchard, K., 1993). Senior executives are now looking at motivational incentives for long term business growth. Inspiring adventure, recipients has the opportunity of a lifetime to fulfill their dreams in a flexible easy to administer individual incentives tailored to accommodate any budget and length of stay. With these type of travel incentives anyone will be psychological motivated to set up a target to win one. Worker wellness issues. An annual physical exam must be conducted annually to the employees to ensure that they don't have any health related problems that can delay their work or promote absences and tardiness. Information shall be made available in booklet forms with different listings of the doctors and specialist complete with their email and contact numbers to each of the employees so they can choose their doctors and set an appointment on their own private time if needed. The healthcare must be provided with a card that can be use anytime and anywhere even on laboratories and surgical procedures without the hassle and difficulties of reporting to the healthcare office for monitoring assuming that the procedure is all computerize and reports generation can be seen online according to medical limitations on cost and everything. The wellness program is not only an advice but it is also a form of health monitoring within the company where a company nurse will really make a follow up on your health issues like exercise, stress management, diet, or even referrals to cheaper diet menus on caterers. Wellness most of the time is being taken for granted and it takes a lifetime to reconstruct body mechanism to a full energetic operation when not address in a timely manner. A human body has a lot of complexities in meeting wellness and healthcare if not provided will start to deteriorate performance level which naturally affects social factors. The healthcare must have no limitations to number of consultations and to the type of diseases an employee has to consult otherwise they will hide and deny other illnesses not included in their healthcare because of the high medical cost they are not willing to tackle. Smart eating habits and health consciousness is influential, people start to care when somebody in the group cares to originate the drive for a healthy lifestyles. Gym membership is a very good start to push employees to exercise. I think they will all jump to the idea of exercising to a beautiful body and younger looking face. Everybody is too sensitive with age and weight issues they will actually grab it. Technical innovations. Marriot has been speed modeling a mobile wireless check-in for Microsoft Windows as previously discussed which helps their employees and customers perform an efficient flow of operations in a highly technical manner. Menus for meeting planners were developed to simplify the selection process in an easier to navigate customer friendly applications that can do emails in a stylish, functional manner. As a result they can now make choices of their menus for receptions and technology in accented stylish photos. (Marriot Ereport, September 2006). Total Tip Pricing eliminates guess works of the add-on surcharges and taxes to reservations and bookings. The new service calculates fees in a line to line layout before completion of booking for information and budget control purposes. It is available both in toll free calls and through agent bookings. A simpler calculations match to figure out leisure time or business accommodations. (Marriot Ereport, May 2006). Marriot continues to make more innovations in their customer care structure and help employees make a sale convenient to both customer and employee. These are global forms of business technical innovations design to wipe competition and take leadership status in the hospitality industry. References Cook, Sarah. Customer care excellence: How to create an effective customer focus Kogan Page. 2002. pp. 1-147 Klareven, June Van. The edge up: how small and home based businesses can leverage customer service as a competitive advantage. Compelling Communications Inc. 2003. pp. 9-36. Marriot International Inc. Individual incentives. . 1996. Marriot. Johnson, Spencer. Who moved my cheese : An amazing way to deal with change in your work and in your life. New York: Putnam. 1998. Blanchard, Kenneth H., Dana Gaines Robinson, and James C. Robinson. Zap the gaps! : target higher performance and achieve it! New York: Morrow. 2002. Blanchard, Kenneth., Bowles, Sheldon. Raving fans: A revolutionary approach to Customer service. New York: Morrow. 1993. Read More