Report Analysis.

Report Analysis.

Introduction.

The report analysis involves two competing business ventures in the hotel industries. The investments or hotels are strategically located at a beach where most tourists visit. The return of the customers in each Hotel, that is, Sunshine Hotel and Beachside hotel, is determined by how well they are served right from the front desk office. Employees’ turnover is a result of how well the human resource carries out the recruitment process as well as the training.  The general manager duties and responsibilities in each of the hotels affect the final performance and results of the hotels profoundly. All these aspects differ in both hotels with Sunshine Hotel performing better than Beachside Hotel that’s why Brian, the General Manager at Beachside Hotel needs to benchmark at Sunshine Hotel to gain some skills that will help improve Beachside Hotel’s overall performance

Systems Brain should implement on leading people and teams.

Right from recruiting the employees, Brain should ensure that he retains the current ones through intensive training from human resources. Promotion to a higher position should be out of the excellent performance of an employee, not that he or she cannot do some tasks well, thus given another more top task as it was the case of the Human resource manager in Beachside Hotel. He should focus more on customer satisfaction and being involved in making all the significant decisions in the Hotel rather than concentrating more on the financial reports. As the general manager, he should implement the system of training the employees himself together with the selected leadership team. Emphasizing the importance of teamwork and ensuring the employees work in groups as a leader is also very important for the improvement of hotel performance.

Human Aspect of Running a Hotel.

Dealing with humans in the workplace is a very vital aspect. Employees‘ performance and turnover are determined by how they are treated at the workplace. The brain can observe that employees at the Sunshine hotel front desk area are very qualified as Joe recruits the real potential as the area demands so. He should also learn that he should do the recruiting himself and the training, too, with the aid of the other leadership team members. Equipping the employees with the right information on how to carry out their work is also his responsibility. Brian can also learn that promoting teamwork in the Hotel, and he is running results in better job performance and improved customer satisfaction. Retaining of the employees or reducing the rate of turnover in the Hotel is another aspect that Brian can learn from Joe as this improves the efficiency of the employees and minimize the repetition of work, saves time, and customer satisfaction is improved.

I am implementing training and development programs.

Training and development programs can be essential if implemented in the Beachside Hotel. The brain should be well prepared for the task as he should lead. Implementing the programs should start by first establishing goals that capture the weaknesses of the employees. The content in the training program and development should revolve around empowering employees with what they lack when carrying on their work, for instance, teamwork. Second, the leader of the traing and development program in Beachside Hotel, Brian, should provide relevant traing to the employees, that is, compelling content to the employees that they lack or pointing out issues that are affecting their work performance and how to change. Involving the employees in the training and development programs is very necessary as they are the primary factor and are involved in implementing what they learn in the training (Shek, & Wai, 2008). Involving them like in the case of turnover and why they would prefer to work in another hotel, for instance, Sunshine would help Brian in improving his training. Implementing the training and development programs should be done at an appropriate time when employees are ready to ensure that they take it seriously, and they act according. By doing this, improved performance in the Beachside Hotel can be realized.

Return on Investment Perspective.

The return on investment perspective to help or hurt the Hotel is determined by how the General Manager, Brian, handles activities and use the financial resources in the competitive environment.  Considering that Brian implements what he observes at the Sunshine Hotel, training the employees could be one of its uses. Improving the performance of the employees right from the front desk area to management through traing will help in coping with competition from the competitors. It will also help in retaining the employees, thus reducing the turnover rate and improving efficiency in serving the customers (Magni, 2011). This builds customer loyalty, making them come back and refer friends to the Hotel. By doing this, the return on investment increases in the Hotel. On the other hand, if Brian decides to look for better employees from other larger hotels with expectations that they will change the hotel performance instead of training those he has, this will hurt the Hotel as the employees will end up quitting the job and their work performance dropping as the working conditions are not favorable. This is a negative effect on the Beachside Hotel as it may end up losing its customers to its competitors.

Other Initiatives to be undertaken.

The leaders in both hotels, Joe and Brain, should act as role models to the employees. Participating in the teamwork, even though they are the general managers, will motivate the employees in delivering better services and efficiently. Give employees the authority to make decisions in the Hotel and equipping them well to serve beyond the sales limit to ensure customers are fully satisfied (Schuller, & Gamm, 2015). Making the employees feel satisfied too by rewarding the best performance, individuals and teams, at various levels in the Hotel is also an initiative in leading them and motivating employees performing poorly rather than punishing them aids the leader in developing strong teams and retain employees for an extended period. Respecting all the employees and team members in each group makes them perform happily and efficiently. Feedback from the customers helps the leaders improve on the way they offer their services to ensure total customer satisfaction.

Conclusion and Recommendations.

The Beach Hotel General Manager, Brain, should training the employees on how to provide services to the customers and ensure the front area workers are well equipped with skills of customer care to attract more customers. The brain should ensure that all the hotel activities and offices are running accordingly, not just the financial reports. Empowering the employees in the Hotel should be done rather than recruiting others from other Hotels to reduce the turnover rate as it is expensive to hire new employees. To ensure that the customers are fully satisfied, considering their feedback is essential and acting accordingly.

Customer Satisfaction Comparison Graph

Reference.

Magni, C. A. (2011). Aggregate Return On Investment and investment decisions: A cash-flow perspective. The Engineering Economist, 56(2), 140-169.

https://www.tandfonline.com/doi/abs/10.1080/0013791X.2011.573617

Schuller, K. A., Kash, B. A., & Gamm, L. D. (2015). Studer Group®’s evidence-based leadership initiatives: Comparing success and sustainability in two health systems. Journal of health organization and management, 29(6), 684-700.

https://www.emerald.com/insight/content/doi/10.1108/JHOM-10-2013-0211/full/html

Shek, D. T., & Wai, C. L. Y. (2008). Training workers implementing adolescent prevention and affirmative youth development programs: what have we learned from the literature. Adolescence, 43(172), 823-845.

https://www.researchgate.net/profile/Daniel_Shek/publication/23796246_Training_workers_implementing_adolescent_prevention_and_positive_youth_development_programs_What_have_we_learned_from_the_literature/links/55246db80cf2caf11bfcc7e4.pdf