As a hotel manager, the first step in my workshop would entail calling a meeting with all the staff members to discuss how we will improve our services in the hotel. I will interrogate every staff to enquire about their experience in the hospitality industry and what is making them give poor services that are causing complains to customers. I would examine the video footage to identify some of the customer service interactions which are lacking in service and where the waiting staffs are spending too much time on one customer while neglecting others. I would note all the possible weakness that is resulting in poor service and consequently low turnout that is jeopardizing our business. I would then address and warn them to change or improve their customer service failure to which they will be dismissed.
The second step of the workshop will involve visiting a nearby hotel to study how they offer good customer service and compare them to our services. I would instruct the staff to take note of how to take orders, observe how to reduce waiting time, and coordination among the staff of that hotel. Once they learn how well those staffs are working then we would go back to our restaurant and implement the same. We will discuss the strengths and weaknesses that we observed in that hotel and only implement their positive attributes in order to be effective and competitive. I would also expect everyone to give their views on areas they feel they are not able to cope with and whether there is need to add more staffs. After suggesting ways to correct their wrongs, they will now achieve the required standards of work.
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I would explain to them how these issues of customer service are affecting the business while frustrating the business owners to the extent of being given a last chance as a manager. The inconsistent service has led to lower than average tips due to unprofessional services being extended to customers. Finally, I would instruct them that I need to see decent hospitality being given to our customers at all times to improve business performance and make reasonable profits.
