Question

After reviewing the standards of performance, you find that the hotel has determined that the standard of performance for room cleanliness requires that 75% of customers respond “completely satisfied”. You decide that corrective action is needed in order to raise the customer satisfaction rating. You meet with your assistant managers, Katherine and Brian, to discuss the situation. They each offer a different suggestion on what you should do next. Brian thinks the housekeeping staff is doing a great job at cleaning the rooms. The problem, he thinks, is that customers have become too picky and expect a five star hotel at three star prices. He suggests that you lower the standards of performance to 70%. Katherine disagrees and thinks you should hold mandatory meetings in order to retrain the housekeeping staff. Even though customers are picky, the hotel should be able to rise up and meet the current standard of performance.

What should you do?

A)Agree with Katherine, and require mandatory training sessions with the housekeeping staff.

B)Agree with Brian and lower the standard of performance to have 70% of guests “completely satisfied”.

Answer 1

In this situation it is advisable to agree with katherine and require mandatory training sessions with the housekeeping staff. The reasons are

1. The reputation of the hotel largely depends on the feedback of the customers at any cost. The rating of the standard of cleanliness should not be reduced .instead it should be maintained at the same percent.

2. In case of reducing the feedback percentage the customers might get a negative feeling that the hotel has compromised on some aspects to reduce the rating.

3. Customers at any cost will be choosy and they believe that they be served above the cost they pay. It is a general thought in human being. The hotels must make sure they serve above the expectation of the customers.

4. Training should be given to the housekeeping staff and remunerations in various forms will encourage them to perform better in their duties. This in overall aspect will improve the reputation of the hotel.