Hospitality Supervision and Training Skills - Assignment Example

Hospitality Supervision and training skills Constructing a new building and implementing a system in it is not hard and this keeps happening on day to day basis but converting one already existing and running into something new is always very controversial. This point is going to make the flow of activities in transforming courthouse from three starts to four starts a bit more challenging but there is a plus point going on with it too. Raising the quality of an established modality from lower class to upper due to resources availability is always something appreciated and people participate happily in getting this kind of implementation done but when due to loss or unavailability of resources the standard falls and one is asked to cope up with that is seldom liked. Here we have got one strong plus and one very challenging kind of negative point to take care of the whole design to the courthouse hotel. Now raising this hotel from three stars to four is not a drastic change but it is a bit of change in the amount of services rather than the quality of them. Initially we need to think about the expertise in hand, the hotel is already a running business and is a three star standard hotel which means the staff already there is up to the level but the number of available staff and area covered needs to be increased. The first thing that needs to be done is to do the required construction along with keeping the service active at a three star level till all the requirements of a new system installation are fulfilled. Once the building is ready then the staff needs to be looked at. Hospitality management is a specialized area and training in that needs to be launched for the staff already there. For some posts the staff will be required to get trained in particular areas. There should be continues meetings amongst the staff and administrative bodies for the needs and demands to be addressed. Unless the working staff is qualified and satisfied there is no other way to get a quality outcome attained. The next attempt should be made at placing a research body in place to have continues assessment of the services provided and customer satisfaction achieved. Laws and regulations need to be tackled by the administration before it starts coming up to the customer. Raising the standard of a running hotel is just an invitation for new employment and extensive training programs along with some construction and furnishing. The supervisor needs to address to the staff the way things are happening sequentially. The staff was already there, the hotel is still the same one, their needs should still be addressed the way they were, their pay scale should remain the same or get better, facilities available to them should not be snatched back. The staff should be taken in collaboration and there should be a go ahead with proper feed back from the staff. If things go in this sequence it will rather be beneficial for them and they will have no objections. Once it is decided to change the hotel from three start to four the need for the installation of new system, construction of further new rooms and halls and recruitment of new staff, installation of some research bodies and training programs should be discussed through a sitting with the staff already working and they should be provided the security of their job. Construction should take part in a way that the system be modulated and not completely transformed in a new building. This will save money, time, and Energy and man power. When construction is being carried out the hotel should stay active. It should be left in running according to the system that is already in place and along with that the construction work should continue. New rooms should be constructed and the quality of new room should be better than the one already there but if there is not enough non constructed area then Hotel’s look and the concept of congestion should be taken care of. The major refurbishment that is planned, together with the opening of a new banqueting suite, an a la carte restaurant, a leisure club, a full pottering service and extensive lounge / room service operation needs a good set of building construction or transformation of the existing one in something like these. In staffing terms there will be need of extensive improvement in their services because the change that is planned is a drastic one. It might as well change this hotel all over from the beginning with may be just name remaining the same. But doing all this if one fact is taken care of that the way some of the building that is in place and is fulfilling the purpose is getting to be left stay back similarly the staff that is able to work with us should stay back too. It will help allocate the resources wisely when the ones already in use are utilized properly. Hotel own staff should be involved in this whole management because they are the ones know about running around working all the time so there view point should be taken in consideration and this will ensure a better plan. The same people available can be trained for the establishment of leadership qualities, they should be assigned with a supervisor who is expert in the field and is following a set of moral and ethical limitations. Then since its just scale change from lower to higher the further construction is needed further new recruitment will also be required. On the basis of seniority/ experience and knowledge employee should be placed at particular posts and the ones already there are polished with a bit of training strategies. There are specialized training programs which will add to their experience and will make them work better than any other fresh employee particularly at courthouse hotel. Their queries and view points should be given importance and should be taken in consideration. In some area they might be of help in getting the new staffs learn the system easily so their experience at courthouse should be respected. A few bodies in the management part are very important and they have an impact on the over all system so that needs to be done considered. There should be training system for management programs, customer dealing, communication skills, hospitality management program, a good deal of command on English language. As I mentioned earlier it is easy to start a new business but its hard to transform the one existing because here we are dealing with transforming the attitudes and the ways to make this hard job easy for ourselves is to take the attitudes in consideration rather than changing them. We should rather try to modulate things than transform and this will decrease the burden of work drastically. In order to have a good outcome especially in the beginning the staff needs to be getting incentives on regular basis. There have been different research studies that show a very good outcome if the employers are getting paid extra for good work. Once the building is ready, the staff is available and in action then the next thing comes is whether the work that is getting done is causing the customers to get satisfied or not and for that continues monitoring of the activities and a feed back from the customer in written is needed. There should be a quality management meeting on monthly basis in which the workers should be called and the written responses of the customers should be discussed. There should be a record compiled for these responses and then they should be another meeting in the end of the year to look at the graph to see if the responses of the customers have any positive reinforcement on the activities of the service providers or not? All these are the way to ensure continues good quality service and help it keep improving with time and exposure. Since the hotel was already running and was having a good reputation at three star standards it should also take care of a few things which include the cost, quality of care and services and even outside hotel environment and activities. Employer that were already there are going to have a different view point regarding making this hotel more attractive and better than the hotels in the area, they will more think about keeping it low cost compare with the other in the city as the concept was when it was three star hotel but here things are changing and plus points that will be making this hotel more attractive and better than others is covering a lot of other important things. There should me more of entertainment, more of amusement points, more of activities according to the weather and the demographic category coming in. This hotel even in the beginning of its construction and initiation has set plans for provision of certain specific services and designing some plans to achieve that. Looking at duration of time we are getting to prepare the hotel for forthcoming activities we need to program everything for a specific time frame. It is round about a year or so that we have to design, alter and construct which is not an easy task. For the coming year a Japanese group is expected to be staying which does not mean the hotel should have all the symbols of their culture but it demands one thing that this hotel should be of international standard with all the directions and orientation mentioned both in written and in symbols so that it be easy for any demographic groups to find it easy to find their way. Similarly as delegations will be having meetings with an upper class parties for which press, media and government and public sector bodies will be needed to be called and provided with appropriate needs provision that has to be taken care of to. When a large scale activities are taking place with having foreigners around security also becomes an issue and that is the responsibility of the hotel to take care of all the legal issues related to it. It should be made sure to provide good care, service, food, security and comfort inside the hotel but also in the out side hotel area that is the vicinity of the hotel. Along with in door activities and services these foreigners will also need guide groups that should help the delegations have a look at the area if they want to this will make their trip to courthouse more interesting. For the gusts to go out have their activities there should be a rent a car service contract as well and it should be made sure that gusts should be able to avail it when needed and they do not have to wait for it for too long or they happen to change their plans because of non provision of transport service. These are new areas getting added to the previous three star system of courthouse and this aspect should be covered by new recruitments rather than changing all the staff. Staff already existing can be changed from one post to another according to their capabilities with May a bit more incentives to the previous workers. Working nationally and internationally are two different specialized areas and they have their own needs and requirements that unless entertained the success in it is a question. The owner needs to look at the publicity of the hotel from previous records and now he has to turn in into a totally different business but there should be a way to go about it. If it is done abruptly the hotel will loose the previous publicity and will be finding it hard to get a new presentation in a matter of just one year. If things go in a sequence and rather than transforming things over the night things are modulated in a slow phase it will be a smooth way to successes without any major looses. Once all the bodies are in place, the building stood in place, staff got recruited, work started and things started running then the next thing comes is the continuity of good work. in order to make sure that system that has been designed and launched is working towards achieving the target or not that has to be assessed on regular basis and for that we will be requiring a team of analysts initially to design a research body that should be keeping a continue watch on all this. There should be written responses recorded from the customers on specially designed questionnaire and then sitting amongst the staff and administration be called to assess and analyze all the consequences. Keeping a research body for a continue watch is the brilliant idea of maintaining a record for present intervention, future comparison and making the quality work achieved. This kind of activities works as an incentive for the workers they should be actively involved in it and their feedback should be appreciated if they have any. On the basis of over all performance on monthly, six monthly or even yearly basis by the staff should be appreciated by giving the appreciation letters, bonuses, grants, and they should have proper gatherings arranged for getting those certificates from their director or a manager. Making a hotel specific of one culture or a country is easy but this hotel which carries a previous impression with it and will now be raised to higher class with modifications to its building and system is not that easy to be established. There are a variety of training programs available which need to be launched for the employers after their need is assessed. The workers need to get trained for communication skills; language program needs to be provided to them. Inter and intrapersonal skills which every one is borne with but they need to be polished. Communications with customers and colleagues are conducted in an open, professional and friendly manner. As a beginner one needs to be aware of a few things and needs to make sure they take place like an appropriate language and tone is used, effect of personal body language is considered, sensitivity to cultural and social differences is shown, active listening and questioning are used to ensure effective two way communication, potential and existing conflicts are identified and solutions sought with assistance from colleagues where required. Workers that are new in the field will require an extensive training program otherwise the ones already working will not find it hard to get started. After taking general steps and launching general training programs we also need to take some specific measure which will be particular of the field like “food management and operation, lodging operations, global tourism, sustainable Tourism, tourist Attractions Management, Entertainment Management, and Event Management”. (Hospitality management studies, 2008). All of these components are the crust of this business and they are all specialized areas and need the workers to get trained for them in order to achieve the goals. To attract customers we should have a better quality and variety food, there should be food available for all cultures and there are norms related to food in every society they should also be taken care of. Customer attraction is very important component of this business we need to have useful effective and productive steps for that. There should be activity parks for kids along with providing supervision to kids, there should be play grounds along with trained couches. There should be swimming pools, water slides, gymnasium and aerobics for physical activity. There should be internet facility provided in the room and at points of entertainment. Looking at the whole scenario of turning the standard of this hotel up and then making it have a good implementation in place. Things should go in a sequence, the building needs to be built and renovated as the initial part of work. Then after that recruitment of the new staff and training of the already existing staff comes the next. Once you we building and manpower which are the basic requirements then we go for the specification. We look at out clients and do the rest of activities depending on the need and provision. In order to have a good control of things highly qualified management staff should be hired and they should be explain the whole proposal to them and then the rest of the things can be taken care of them but under supervision. If we look at the clients we will be getting we will be able to manage further things accordingly. There is a lot of competition in this era of civilization in order to get attention and importance one has to put a lot of efforts in designing a such a mega project because if not successful will be huge loss so, we do it the way that at least the one that is running should not loss its quality and along with that the changes be introduced. All the training programs launched for the staff should be carried out in the hotel building by people appointed there so that they are the workers of this hotel only and they are making plans which should be used by this hotel only. There should be a stable evidence based plan for everything installed and every installation should be followed from its roots by a research body which will give us an idea of the flow of things whether good or bad and will also help us notify the factors affecting the whole thing. It is a part of modernization that every important installation or initiation of any activity is watched on regular basis and the growth of it monitored and all the positively or negatively influencing factors are identified and taken care of, this is how business makes progress and this is how things are targeted in the right required direction. For any large scale business it is very important to take care of a few things like safety and security, health and welfare be taken care of from the company side. This is a hotel that will be working on international level so embassies are also taken in consideration there should be good communication amongst the management and embassies. This hotel is carrying a previous identity with it which needs to be maintained in a positive way, like if clients that used to come continue to come and they should also have words of appreciation for the new system. The management should contribute to some activities taking place in the premises of this hotel which will create a good reputation of the hotel and will also provide the clients a good environment outside the hotel. The plans should be revived on yearly basis and there should be a continues feedback retrieval from the clients in written and while designing new plans these should be given the utmost importance because it is actually the satisfaction of client that can make a business grow and make another finish. References 1. Hospitality management studies. (2008, November 7). In Wikipedia, The Free Encyclopedia. Retrieved 16:18, November 15, 2008, from http://en.wikipedia.org/w/index.php?title=Hospitality_management_studies&oldid=250202877 Read More