Sometime back during one of the vacations, I worked in a restaurant in Oklahoma called PalmFront. One of the problems I identified was that the workers did not have the best ethics. Apart from the restaurant offering catering services, it also had guest rooms, which were rented out to customers to spend the night. Despite the restaurant having ample space and quality facilities, I felt that it was not utilizing its potential. Only a few customers were coming to the restaurant as opposed to its competitors, some of which did not offer quality service as PalmFront.
Unlike PalmFront, the other restaurants had friendly attendants who even smiled at the customers as they went about their duties. On the part of PalmFront hotel, the attendants did not extend simple gestures like paying attention to the customers, smiling at them or attending to their needs fast enough. The manner in which some of the employees talked to the customers did not encourage them to come back another time. That was how the hotel was losing customers and scaring away other potential customers.
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In my view, I think the human resource manager had the responsibility of investigating the problem. I also believe that the employees were displaying such an attitude because of poor wages and a bad communication structure. The supervisors, as well as the senior managers, had a poor work relation with the attendants. Most of the time, the supervisors would shout orders at the attendants in the presence of customers. Because the attendants would regularly be humiliated in the presence of clients, they would not mind how they treated the clients.
Conclusively, many organizations take a keen interest in the way they treat their employees. Conventional wisdom posits that employees display the best ethics if they are treated well by their employers or people who manage them. In the case of PalmFront hotel, the managers need to investigate their communication structure and improve the working conditions of their employees.
