Discussion:
Review the "Employee Buy-in Concept." Why must an employee "buy in" to a service management program? What can you do to ensure employee commitment? Share an experience when you either did or did not "buy in" to a service management program. Responses must be 150-300 words.
On that note, can you pinpoint a leader who seems to successfully gain employee commitment to the organization? This could be a company in any industry or within any hospitality segment. Perhaps the example is a current or former employer. Thank you for sharing this example.
In the hotel front office, employees interact with guests face-to-face. Lately, your employees have not been as hospitable as you would like. What strategies can you employ to increase the level of hotel hospitality? Would these strategies change if you were managing a small, medium, or large hotel front office? Why or why not? Responses must be 150 - 300 words.
What are "moments of truth" in a service delivery occasion? How can a front office manager identify them?
Suppose you were a Front Desk Manager following TQM principles. In your opinion, how often should service training occur to ensure your front desk staff continuously delivers quality service at each point of guest contact?
What type of incentive programs do you think would prove most effective in this type of service scenario? Understanding the motivational theories and what exactly motivates employees can help a front desk manager develop appropriate incentive programs. Also, it's important to note that front desk incentive programs can be service oriented, sales oriented, and/or both. (setting service goals and/or meeting or exceeding sales goals). With that, suppose you are a front desk manager and decide that your staff is in need of a little incentive to help improve the quality of service which is being delivered. Share a brief overview of a sample incentive program that you would introduce and implement