High Quality Service

Topics: Customer service, Management, Service Pages: 2 (325 words) Published: April 24, 2013
Chapter 2, 6th ed. Be the Manager: How to Manage a Hotel

You have been called in to advise the owners of an exclusive new luxury hotel. For the venture to succeed, hotel employees must focus on providing customers with the highest quality customer service possible. The challenge is to devise a way of organizing and controlling employees that will promote high-quality service that will encourage employees to be committed to the hotel, and that will reduce the level of employee turnover and absenteeism—which are typically high in the hotel business.


1. How do the various theories of management discussed in this chapter offer clues for organizing and controlling hotel employees?

Controlling you would control if the employees reach the goal

of a high quality service instead of the numbers how many

customers will stay in your Hotel, did they like their housing

and service.

Organizing you would put the employees in different areas like employees they have strength in cooking you will put them in the kitchen and other employees who can communicate with people you would put in a service area where they have towork with people.

2. Which parts (theories or categories of theories) would be the most important of an effective system to organize and control employees

In my opinion I would use the X-Y Theory because here you have the opportunity as the Manager to see if I need to motivate my employees more ,or have I to make harder rules that we will have a high quality service ( X Theory)

On the other hand you also will see as a Manager when your employees doing a good job and you will have a high quality on service here as a Manager you can let work the employees by themselves , can give them new exercises and encourage employees I think this Theory also reduce the turnover because in each way you motivate the employees.
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