Question

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Padgett-Beale's Chief Privacy Officer has invited you to "shadow" the company's internal investigators as they look into a privacy problem that was uncovered in the Resort Operations organization (see "Background Information" at the end of this message). Your recent experience working in that organization is viewed as a plus since you may have seen or heard something during your time in Resort Operations and Guest Relations.

The CPO has also asked you to assist with identifying a set of appropriate and relevant updates to the company's internal training program for staff members with access to guest information. The goal of these updates should be to strengthen the training provided to staff so that they understand (a) the importance of maintaining guest privacy and (b) the consequences that may be imposed upon staff who are found to have violated company rules and policies regarding guest privacy. Next, identify 3 to 5 specific recommendations for appropriate and relevant updates to the Guest Relations staff training program. Remember to focus your research and recommendations upon the hospitality industry (specifically hotels).

Answer 1

The case study focuses on the updates to the company’s internal training program for staff members with access to guest information. The following updates can be appropriate and relevant in this regard :

(a) ETHICS TRAINING : Ethics simply means moral behavior. It also means the way in which a person conducts himself. If the staff members are trained while placing importance to ethics, it would definitely change the way they look at the work they do. The information provided by guests is not only personal but also confidential. Such information must not be handled carelessly. If the privacy of the guests are put at stake, it will definitely be a downfall for the hotel, which will also mean the downfall of the staff dealing with such information. Hence, high importance must be given to ethical behavior and ethical work environment.

(b) OUTSIDE INSTRUCTORS : Outside instructors are the people who do not form part of the organization (or hotel). Such people are very impactful. They know how to read adult behavior and communicate with them. These instructors charge heavily but their tutoring helps in increasing staff productivity in both short-run as well as long-run. Staff members might not be comfortable in having the supervisors 24 X 7 around themselves. Occasional training by outsiders can be fruitful.

(c) PROGRESSIVE DISCIPLINE TRAINING : Staff members must be taught the art of Progressive Discipline Training. A staff member must be taught how to rectify a problem in a given set time. If the staff member fails to correct the situation, he must be informed about the consequences of causing undesirable situation.

The following are the recommendations for appropriate and relevant updates to the Guest Relations staff training program :

(a) The staff members must be taught to be as responsive as possible. They must be taught how to act with positivity and remain calm even in the most difficult situations.

(b) They must be taught how to handle dissatisfied clients. It is an art to deal with angry, disappointed and upset customers. The aim is to channelize the anger into satisfaction.

(c) They must be taught how to read the level of customer satisfaction and decide if the customers need anything more. They must be ready to alter plans if there is a need and room for improvisation.