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It is important that a good understanding is gained, as well as being able to see how they link and work together too. At Brooklands Hotel, we often have to make decisions on our own, especially if a guest is in front of us. As staff members we are reminded to consider the following three aspect before making a decision:
I believe that this method works very well and gives the staff a better understanding. If you are having to consider giving a customer some discount, the staff member must look to see how this will affect other staff members. Has to much money already been lost by one team today? They will then look to question, will this customer be returning? Is the customer a regular? The staff member will then need to consider the affect it may have on the business, as staff member we want the best for our company and if we loose this customer will this lead to a drop in our profits, as this customer stays 5 days a week.
Good article Katy, it shows that staff members in the hospitality industry such as hotels and restaurants have to consider many points before giving some sort of discount to the customers. This reminds me of the case study in Denise's Management operations lesson, she gave us a case study on employees at Ritz-Carlton Hotel corporation giving employees total authority to do what it takes to satisfy customer needs without waiting for management direction. You should take a look at it, if not I can lend you my copy ;)
ReplyDeleteGreat article Katy, and as my self working as a receptionist in a hotel its important to focus on the guests and how you would react in solving their problem. At Holiday Inn, we somehow have to make the guest happy at the end of their stay even if we have to give discounts we have to do that to make the guest return back to us.
ReplyDeleteThat's very true Azhar, as a company we often do not like to give out discounts as this leads to us loosing money for our investors but if you are able to guarantee that the customer will return they maybe loosing that small amount of money in the short term will lead to the hotel gaining more money in the long term! I believe it is a very difficult situation, because they always say customers are right and you have to have that in your mind at all times.
ReplyDeleteAlso Redmond, i do have that article so will have a read again, thanks for pointing that out!
That's alright, no problem, hope it helped!
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