Customer Experience Management and the Moment of Truth - Essay Example

Customer Experience Management and the Moment of Truth by Student’s Name Code + Name of Course Institution City/State Professor Date Customer Experience Management and the Moment of Truth There exist a strong relationship between F&B attendant work performance and the manager’s role in determining and backing up their performance. According Camp (1993, p.45), in hospitality industry, both the employees and the managers play a greater role in ensuring success of the firm. However, in all fields of work, empowerment plays a greater part in maintaining excellence and reputation of an organization. For there to be productivity in an organization, employees must be empowered. Employee empowerment is mutual to the success of a hospitality firm. Employees should be nurtured in way that will make them work and grow towards the attainment of organizations goals (Camp 1993, p.46). For F&B industry to increase its productivity, it has to first design and formulate the mission, objectives and vision for success. On the other hand, employees should be made aware of the objectives of the organization by the management. Employees should always know that team work, cooperation and self-empowerment is the start of success of an organization (Camp 1993, p.49). There are varieties of measures and procedures that must be put in place to ensure the success of an organization. The management should be aware that success of their organization is based entirely on the performance of the employees. Poor performance of employees leads to poor performance of the organization at large, and this can result to ultimate failure of the organization. The management of any organization is based on delegation of authority bestowed upon managers. In relation to this fact, Fornes (2008, p.104), claims that managers should at all time exercise their delegation of authority in controlling all the activities of the organization. Lack of monitoring and control among employees can result to poor performance of employees. This can lead to decreased reputation of the organization. Therefore, despite employees’ capability of working on themselves, lack of delegation in any organization always can result to poor performance. Employees who possess strong commitment towards their organization have a greater impact towards the success of an organization. However, commitment of employees towards their work relates indirectly to the empowerment they have both external and internal. Empowerment gives employees power to be responsible in their work performance (Fornes 2008, p.108). The discussion below demonstrates the influence of managers towards the work performance of F&B attendants. Managers have a greater influence developing F&B attendant’s role in the organization. An organization that has developed strategies to nurture F&B attendants in their work, receives a mutual benefit of their increased productivity. All managers in an organization should be ready to employ strategies that will create links between them and the subordinate staff. Managers can do this through various strategies. The fundamental goal here is to increase the productivity of the F&B attendants. Managers should be first empowered and know very well their role in the hospitality industry. Many times, F&B attendants do not get as much as they are required to have with their managers. This is because they are at all times serving the customers. Due to their role in the organization, F&B attendant sometimes lack substantial information concerning their duties in an organization towards maintaining the reputation of the organization. There is great importance for F&B attendants to be trained on information technology that will enhance their service delivery. However, F&B attendants lack adequate exposure to information technology. Information technology can be an essential tool towards supplementing and exposing F&B attendants to their roles. Through exposure to information for example in the web, F&B attendants can gain valuable customer skills that are likely to boost their relationships with customers and hence a greater success of the organization. F&B attendants should also be trained about their roles in the organization. A management that fails to train them finds it hard in delegating their function in the entire organization. Training is essential in making the employees aware about their functions in attaining the vision and goal of an organization (Fornes 2008, p.113). It goes without saying that an employee who is not aware of his responsibility will obviously derail the whole process of attainment of organization goals. Managers should also train the attendants on etiquette. Etiquette refers to rules governing socially acceptable behaviour. If attendants are not aware of these rules, then, they are likely to develop unsuitable relationships between them and customers as well as among themselves. Managers should employ a proactive strategy that ensures that all attendants are trained about etiquette. Various factors affect the productivity of F&B attendants in their work place. These include span control, access to information and resources as well engaging environment. Span control is an essential factor that should be monitored by all managers of food and beverage attendants. Span control refers the area of monitor to how broad the power of managers’ vest upon the employees in controlling their work. A narrow span of control leads to decreased productivity of F&B attendants whereas a wider leads to empowerment of individuals. Consequently, this affects the autonomous performance of workers. This is because a wider span control boosts the workers morale towards the work and thus empowering them to be responsible. Access to information and resources is also an essential boost toward the autonomous performance of workers (Argyris 1998, p.56). If workers have access to various resources that will enable them work towards the attainment of organization goals, then they are going to develop self-empowerment and are always willing to be responsible. Managers should know that all employees need is adequate resources to enable them carry on with their roles. Flow of information among the employees is also essential in developing and growing the productivity of workers. Therefore, according to Argyris (1998, p.78), good technological remit of information in an organization is an important strategy in ensuring the success of an organization by promoting autonomous performance of employees. As discussed, it is evident that managers have a greater role in ensuring that proper information tools in an organization are put in place. This promotes autonomy in an organization through creation of efficient communication network. Managers have a greater role in creating autonomous performance among F&B attendants. Through liaising with concerned authority in provision of proper resources and in developing an efficient information resource centre, managers have a responsibility of empowering F&B attendants. Empowerment and team work among the F&B attendants who carry out similar tasks is essential in development of individual trust that can lead to increased performance. Managerial empowerment has power to reduce mistakes, promote expression, improve services, promote loyalty and build a competitive working environment among the F&B attendants. Reference List Argyris, C 1998, Empowerment: The emperor’s new clothes, Harvard Business Review, Canada. Camp, S 1993, Assessing the effects of organizational commitment and job satisfaction on turnover: An event history approach, The Prison Journal, London. Fornes, K 2008, Workplace Commitment: A Conceptual model developed from Integrative Review of the Research: Human Resource Development Review, London. Read More