Lecturer: Ms Verdellen
Table of Content
Cover pagepage 1
Table of Contentpage 2
Session 1page 3
Session 2page 4
Session 3page 5
Session 4page 6
Session 5page 7
Session 6page 8
A world class hospitality experience: Four Seasons Aviara
* What is hospitality?
* How to describe the perfect employee?
* How can a hotel meet/exceed guest expectations ?
What is hospitality?
In J. W. Marriott words the ‘Marriott Way’ of hospitality is ‘about serving the associates, the costumer, and the community’. Hospitality comes from the heart of people and is driven by passion. Source: Walker, J. R., 2010. Introduction to Hospitality Management. Third Edition. New Jersey: Pearson Education, Inc.
How to describe the perfect employee?
The perfect employee has to be able to recognize a few guest-related situation in which it is important the act. A good employee has to win the guest by showing them sympathy and putting themselves in the shoes of the guest. Overall the employee has to be friendly and provide the best service possible. Source: Walker, J. R., 2010. Introduction to Hospitality Management. Third Edition. New Jersey: Pearson Education, Inc.
How can a hotel meet/exceed guest expectations?
Guest arrive at a hotel with expectations about how good the facilities and the service of the hotel are. Guests usually obtain these expectations through previous experiences and the advertisement of the hotel. The first step of meeting the expectations is through making sure that the brand image is lived up to. The most effective way to exceed peoples expectation is trying to learn what they like and expect and then trying to offer an even better experience. Source: Michael J. O'Fallon & Denney G. Rutherford, 2010. Hotel Management and Operations. Fifth Edition. Hoboken: John Wiley & Sons
How to maintain a happy and motivated team
* How can a hotel manager provide a good work-atmosphere for the staff? * What is a good work-environment in a hotel?
* What can a manager do to challenge their staff to develop themselves? * Why is it important to recognize and reward hotel employees?
How can a hotel manager provide a good work-atmosphere for the staff? Research shows that that the right way to attract and retain good employees is to provide them with opportunities for constant learning and growth. It is important that the management team creates an environment where staff can fulfil their ideals. Source: Te Fu Chen, 2011. Implementing New Business Models in For-Profit and Non-Profit Organizations: Technologies and Applications. Hershey: Business Science Reference.
What is a good work environment in a hotel?
During an interview at a hotel. Managers told that they see their employees as internal costumers of the hotel. A hotel should build a work environment where personnel are treated like costumers. The more concern a hotel shows in taking care of employees’ personal affairs, the better the work environment will be. Employees have a stronger feeling of cohesion which contributes to be hotel performance. Source: Te Fu Chen, 2011. Implementing New Business Models in For-Profit and Non-Profit Organizations: Technologies and Applications. Hershey: Business Science Reference.
What can a manager do to challenge their staff to develop themselves? First step of challenging the staff is to make certain all employees know that it is possible to develop themselves. Starting a conversation is an opportunity for the employee and manager to discuss future developments, possible mentors and negotiate about costs. The manager gives an outside opinion on the weaknesses and strengths of an employee. It is vital that a manager talks about future...