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Quality of Work Life in Hotel Industry: Research Project Report
Quality of Work Life in Hotel Industry: Research Project Report
PROJECT REPORT
QUALITY OF WORK
LIFE IN HOTEL
INDUSTRY
Compiled by:
APARNA KAPOOR
3 RD YEAR
IHM, LUCKNOW
GUIDES CERTIFICATE
Guides Signature
ACKOWLEDGEMET
1. Category of Rooms
2. Plans of Hotels
Some of the areas/ processes where this approach may add value:
-
Hotel-wide
Productivity/Efficiency Improvement
Increase Revenue
Reduce Cost
Reduce No shows
Increase Occupancy
Accuracy of information
Minimise wastage/pilferage
Purchase/Stores
Accuracy of payroll
Documentation management
Reduce the turnaround time of recruitment
Productivity:
There are seven approaches to improve service
productivity.
g. Probation period.
b. Objectives of training
d. Basis of training
a. Rationale of transfer.
b. Periodicity of transfer.
f. Seniority rights.
g. Channels of promotion.
4. Compensation
5. Working Conditions:
a. Working hours.
c. Overtime work.
d. Shift work.
f. Leave rules.
g. Employee Services and Welfare:
c. Incentives to motivate.
6. Industrial Relations:
a. Handling of grievance
c. Suggestions schemes.
DIFFERENTIATION
SERVICE QUALITY
PRODUCTIVITY
Differentiation
a) Offer
b) Delivery
c) image
The year saw the red carpet rolled out for foreign tourist
with their dollars but only 2.55 million of them are
expected to touchdown by the end of the year as per the
Government estimates - a dismal performance by any
standards.
1. Recruitment Plan:
2. Redeployment Plan:
3. Redundancy Plan:
c. Time of redundancy
e. Voluntary separation
4. Promotion Plan:
b. Basis of promotion
5. Transfer Plan:
b. Channels of transfer
6. Training and Development Plan:
d. Availability of trainers
e. Methods of training
f. Training period
7. Productivity Plan:
a. Work simplification
c. Job redesign
f. Participation
g. Productivity bargaining
8. Retention Plan:
Changes + Needs +
Deployment
Methods - Judgement -
Ratios
Organisation Process -
Approvals
Redeployment/Retraining/Voluntary
Retirement Scheme
Strengths Opportunities
Weaknesses Threats
1. Corporate Travellers:
3. Service:
4. Disposable Income:
1. Land:
2. Regional Concentration:
CUSTOMER SATISFACTION
Employees feel good when they feel that they are involved in
decision making, receive adequate training, and are recognized
for their contributions. Empowerment is recognized as an
important tool for improving employee morale and performance.
But the real issue is retention of customers that all marketers need
to consider. The restaurant industry benefits from continued
patronage of loyal customers because of reduced marketing costs,
decreased price sensitivity of loyal customers, and partnership
activities of loyal customers. The restaurant requires fewer
marketing dollars to maintain a customer than to create one and
the creation of new customers through the positive word of mouth
of loyal customers thereby reducing marketing costs.
Staff levels must be offered better pay packages since they are
the ones in direct contact with your customers. Competitive pay
packages will also help in retention of staff and better services
to the customers.
Empower employees, encourage and -support them in their
decisions to build confidence. This will lead to better customer
service at guest contact points.
www.hotelinteractive.com
www.thomsonlearning.co.uk
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