Guest Service Orientation and Changing Culture 1

Sanjida Nasrin

International American University

HTT 505: Hotel Operations Management

Rocio Pacheco

January 08, 2023

Guest Service Orientation and Changing Culture and motivation to accept change 2

Answer question 02 (A)

The duties of a hotel manager are always unique to the sort of property. Successful hotel

managers are familiar with all the essentials involved in running a hotel facility smoothly.

Hotel managers are essential to the smooth operation of the establishment and as a result, they

require a variety of talents to be successful. They are aware that a fantastic client experience

cannot be created overnight. Neither can team members' exceptional performance be polished in

a few of weeks. With short- and long-term goal plans, successful managers know how to

prioritize tasks and avert negative outcomes. The list of responsibilities for hotel management is

certainly extensive. But for hotel managers, setting priorities is important. When a new

employees hired they should get a wide and very informative training for smooth operation. As a

good and talented manager, they know what topics should include in the new employee

orientation. Below listed critical topics I must discuss in the new employee hiring training

session-

01. Guest experience and customer relations- Smart hotel administrators are aware of the

precise mixtures that will keep their guests satisfied and encourage them to return. And

they should explain this quality to the new employee to keep satisfaction of the guest.

Managers must include below topics in the training-

a. Pay great attention to a visitor's needs;

b. Reviews: good and negative comments;

c. Give problems your full attention and add a personal touch;

d. Use cutting-edge techniques to improve the visitor experience;

e. Recognize the most recent developments in hospitality technology and apply them to
Guest Service Orientation and Changing Culture and motivation to accept change 3

enhance client relationships.

2. Become a role model- The role of hotel managers requires them to wear many hats.

Another crucial responsibility of a hotel management is to train and develop the

workforce. Every manager is aware of the connection between content staff and happy

customers. The psychological well-being of a hotel's employees has a direct impact on

how happy guests are. A visitor who feels their expectations were not met will not

hesitate to leave a bad internet review. Without an experienced team in place, guest

experiences cannot be improved. One of the main causes of turning away guests is

disrespectful or uninterested employee behavior. In order to provide positive experiences

for everyone, hotel managers need inform newly hired employees regarding obligations,

brand management and promotion.

3. Technology orientation- Customer expectations constantly drive every business.

Technology is essential for drawing visitors and improving their experience at the hotel.

Customer service employees must be knowledgeable about the newest technologies as

they work to provide guests with an authentic experience. Knowing which cutting-edge

technologies to use will produce outcomes that add genuine value. Successful hotels now

provide more than just free Wi-Fi and breakfast. Either fantastic Virtual Reality

experiences can be made, or consumer behavior can be predicted.

Guest Service Orientation and Changing Culture and motivation to accept change 4

Answer Question 02 (B)

Resistance to organizational change is inevitable, regardless of how big or small, how positively

or negatively it is seen. When employees are asked to change, a natural reaction is resistance to

change. Uncomfortable change necessitates new ways of thinking and acting. It might be

difficult for people to imagine how their lives would be after a change. So, instead of embracing

the unknown, they prefer to cling to the familiar. However, employees are afraid of the unknown

rather than change. They are wary of change. They worry about losing control.

As a manager below tactics I will use to lessen employee resistance to change while new

procedures are put into place-

a. Promote change with a positive attitude and have faith that your staff members want to

work together, make the most of every work opportunity, and that they will passionately

and fully support the changes over time;

b. Should be open and honest in communication, and laid forth the guidelines, justification,

and objectives that company has established. A manager role is to give the staff the tools

they need to make the change successful within that framework. Delegate well, identify

the crucial route milestones where as a manager require feedback for the change

endeavor, and then step aside;

c. Any organizational transformation entails changing specifics, pursuing continual

improvement, and making adjustments. There must be a readiness to assess the

improvement because most adjustments are not poured in concrete (plan, do, study, take

additional action). Managers will have a significant edge if implement change in an

atmosphere that values its employees, is open about communication, and has a high

degree of trust.
Guest Service Orientation and Changing Culture and motivation to accept change 5

d. One of the best methods for managing resistance is involvement, who resistant the

change involves them in the key role;

There are numerous strategies for overcoming change resistance, yet it is not impossible. By

implementing the aforementioned tactics, you can encourage your staff to embrace change and

ease the transition for everyone.

References

A. J. Schuler, Psy. D. (2003). Overcoming Resistance to Change: Top Ten Reasons for

Change Resistance. www.SchulerSolutions.com

Ahmad Hafizh Damawan and Siti Azizah (2020). Resistance to Change: Causes and

Strategies as an Organizational Challenge. Advances in Social Science, Education and

Humanities Research, volume 395.

Amarantou, V., Kazakopoulou, S., Chatzoglou, P., Chatzoudes, D. (2016). Factors affecting

“resistance to change”: an explanatory study conducted in the healthcare sector. International

Journal of Strategic Innovative Marketing, DOI: 10.15556/IJSIM.03.03.003.

Ude, S., & Diala, I. (2015). Support for creativity and innovation, resistance to change,

organizational commitment and motivation. International Journal of Computer &

organization Trends (IJCOT), V5(4):1-8 Jul - Aug 2015, ISSN:2249-2593