HOSP2050 Rooms Management Report

HOSP2050 Rooms Management Report

Q1: Key issues in Hotel International Case Study

• Existing communication barriers in the hotel since most of the student employees were English second language speakers (ESL). Besides, the students failed to use English to communicate with each other.
• Negligence and ignorance amongst student employees. Most of them neglected to take their duties seriously and paid no attention to instructions.
• The hotel’s negligence to employ trained and qualified personnel. According to the case, most of the students did not have a background in hospitality.
• The Hotel’s supervisors had poor conflict management techniques. For example, Marcus should have avoided a confrontation with Julian and, instead, summon her in private.

Q2: What strategies/processes can be devised to clean the guest rooms?

The first strategy devised would be to cross-train the housekeeping workers. According to Dhawan (2017), proficient and adequately trained housekeeping attendants bring a significant impact on the hotel’s housekeeping department. Training the housekeepers would help to ensure that they clean their allotted rooms to the expected standard and that they are also capable in their work, spending, a little time to tidy up each room. However, Noe and Kodwani (2018), demonstrates that even the most well-trained staff require frequent motivation so that they can keep up with the best performance. The reason for the cross-training of workers is to add value to the hotel business and the individual staff.

When a hotel gives additional responsibilities to the house, keeping staffs, they will feel valued. Also, they will perceive that the hotel’s management has invested time and put trust in their professional growth. These staff would feel more capitalized and have more to offer to the hotel. Subsequently, these housekeeping attendants will become motivated and loyal to their duties. Focusing on a departmental level, cross-training cleaning attendants at hotel international will result in better cooperation and teamwork. Cross-training would help improve comprehension of various positions within the housekeeping division. As part of the training, the management should encourage employees to give feedback and point out areas that need to improve as far as room cleaning is concerned.

The hotel’s management can further set the ground for learning skills among its staff.  This strategy can be implemented after the staff are trained. However, setting common grounds does not imply that every cleaner needs to utilize a similar procedure. If the process of cleaning is quicker and effective, an employee can share it with the group during training sessions. In general, the hotel needs to ensure that their staffs learn new skills and evolve every day.

\Q3: As Executive housekeeper, what strategies/processes will you put in place to ensure that this issue with the staff does not arise again?

To ensure that the issues with staff do not reoccur, the first strategy to put in place would be to establish clear communication between the supervisors and the student workers, and between the student workers themselves. Despite the size of a team in any organization, clear communication has to be there. As Keyton (2017) expounds, despite cultural or language differences, clear communication has to be set in an organization. In the case of Hotel International, working and defining the communication between student workers and the supervisors will boost the effectiveness of the housekeeping team. Consequently, cleanliness stands would improve, and the staff would be contented, and this way, turnover would reduce.

Another strategy would be to acknowledge the strength of the staff. The room attends appreciate when acknowledged for doing a quality job. According to Chapman and White (2019), a simple gesture of appreciating employees motivates and makes them feel valued by the organization. In this case, acknowledging the strengths of the staff will make them aware that the hotel is appreciating their efforts. This way, employees will not take if instructions and improve their performance.

Also, the management could provide language courses to the students so that they can feel more confident communicating in English both with each other and their supervisory team.

Q4: How I would have handled the situation with Julian differently

My technique of handling a situation is behavioural. In the case of Julian, I would avoid confrontation and conduct myself with a helpful attitude. I would approach her and explain the importance of complying with the cleaning standards of the hotel. I would make sure that I’m speaking in a friendly but sincere tone. I would also try to find out why she did not execute her task well and given the reason; I would figure out the next step. When speaking to Julian, I would be audible but use a moderate speech. Sometimes using a harsh tone, my sound rude and result in a confrontation. In a nutshell, communication would be my foremost consideration while dealing with Julian.

 

 

 

 

 

 

References

Chapman, G., & White, P. (2019). The 5 languages of appreciation in the workplace:         empowering organizations by encouraging people. Moody Publishers.

Dhawan, S. M. (2017). Unit-3 Housekeeping Operation. IGNOU.

Keyton, J. (2017). Culture, Organizational. The International Encyclopedia of Organizational        Communication, 1-20.

Noe, R. A., & Kodwani, A. D. (2018). Employee Training and Development, 7e. McGraw-Hill    Education.