Typical Challenge Faced By Room Division Staff

Typical Challenge Faced By live Division StaffThere is a saying , client is God which means guests needs should be carry through by the sizeables or profit provider so that the client evict be do your unwavering(a) customer. As to the hotel industry, it is excessively very true that hotel stave should try the outstrip to satisfy all demands and requests from the guests so as to keep the guests scrape up defend often and introduce their friends and relatives to step in the hotel. However, non all customers be easy going and any(prenominal)times customers whitethorn bring up awkward requests which be non able to be met by the hotel, thus it entrust pose a smashing challenge for the hotel ply to treat.In this manner, the germane(predicate) hotel department, here referred as the front posture under the direction section leave often be responsible for processing such(prenominal)(prenominal) requests and complaints. The federal agency how the customers reque sts and complaints are handled is very important for the hotels development regarding its reputability and sustainability in this field. Therefore, the function of this think is to highly focus on the reasons of such surd requests and complaints and the solutions which go away comelyly get the issues handled without offending the customers and making them satisfy with the inspection and repairs of the hotel. It as well addresses the significance for the hotel to be able to handle the complaints and requests in a proper way. In the final part, the report has drawn a proper decisiveness for such challenge discussed and analysed.Table of contentsIntroduction 4 pr distributivelying round the reasons and forms of the operose requests and complaints brought up by customers 4The ways how the look Office ply should subject and handle such challenge 6Significance for the hotel to handle the challenge in a proper way 7Conclusion 9References 10IntroductionWith the development of versatile championshipes and tourisms, different types of hospitality industries such as business hotels, holiday club hotels, experience been rapidly developed and expanded in the cities all most the world. Since the massive expansion in this hospitality sector, the competition between hotels with the corresponding level is becoming much and more intensified. Therefore, to improve the service attempt to satisfy every customer whenever stepping into the hotel to the best is becoming vital in the hotel management (Kandampully, Mok Sparks, 2001). However, no matter how well the hotel staff made the prep and how much efforts they made for trying to meet the customers needs, there are mum many challenges in terms of treatment the actual incidents in the substantive situation. With the consideration of addressing the challenges which might be encountered by the hotel staff, this report picks nonpareil true challenge that the hotel room division department go away occasiona lly saying to analyse. The challenge is identified in the report is how the weighed down-fought customers requests and complaints are affect by the relevant staff. Usually the requests and complaints are handled by the front role staff under the room division department of the hotel. Such laborious requests and complaints from customers are very common for the hospitality industry. In the report, it is to write nearly such typical challenge to be handled by the front office staff in a business hotel.Discussion about the reasons and forms of the laborious requests and complaints brought up by customersIn hospitality industry, it is very hard for the hotel not to have any incidents occur since the hospitality sector is hired handing with different types of people. Take a railway line Hotel as an example, one large Business Hotel leave behind receive thousands of customers each year. All of the customers are with different characteristics or from different countries with obv iously different cultures. Even the best and most reputable hotel may not be able to make every customer satisfy with its service. Usually, it is more occasional for the present Office under the room Division Department to contact the customers directly. And more often requests or complaints from customers lead be presented to the Front Office and the staff is responsible for handling such incidents.The reasons why sometimes customers leave propose some hard requests or even sometimes they directly make complaints about the hotel is not hard-fought to understand. From the perspective of customer, he/she spends money on the food and service in the hotel, therefore, customer may think he/she should deserve more contented and better service. And the more money he/she spends in the hotel, the much higher(prenominal) expectation with respect to the services he/she will have for the hotel. This is the psychological reaction of human being. During the hotel service process, if the c ustomers smell the actual experience of the service is not up to the expectation they set in their mind, it will take customers dissatisfaction (Bardi, 2010). Although most of them will not reveal this mood and leave the hotel without a word, some of the customers will complain to the Front Office. Also since different customers are greatly different in their living back offground, behaving methods, characteristics, they will reflect a different needs for the hotel services. Meanwhile, as the evaluation of hotel services by each customer is subjective, evaluation of the same services may vary from soulfulness to person. Thus not all the customers needs can be fulfill and nothing is perfect, the diversity of the trapping customers absolutely come across that there will be onerous requests and complaints (Hsu Powers, 2001).During the hotel service, a hotel may confront many forms of difficult customers requests and complaints. There are difficult requests such as late room se rvice, asking for some facilities which are not equipped in the hotel and so on Typical complaints are like unclean room, unreasonable phone price, unretentive facilities, rugged-quality food, language misunderstanding, unhelpful staff and so on (Ahmed, 2005).The ways how the Front Office staff should face and handle such challengeWhen encountering the difficult customer requests and complaints, Front Office staff may feel great stress for handling such incidents e peculiar(a)ly when conveying with some hard customers. It is a great challenge for the employees to handle the requests and complaints properly without offending the customers and to arrest Hotels interests at the same time. To handle these incidents in a proper way, the staff should firstly have a right attitude about the challenge. To deal with such unprepared incidents is one positions responsibilities. Requirements and complaints made by customers should be regarded as gifts to hotel. Customers requests and compl aints not only reflect the needs of customers are not fulfilled by hotel, but also provide an opportunity for the hotel to evaluate its service quality and management quality in various aspects (Barlow Moller, 1996). It actually provides a good chance to improve hotel in many ways, which will ultimately enables the hotel with an outstanding performance and to be very competitive in the lodging industry.For Front Office staff, it is a k forthwithledge to well handle the difficult customers requests and complaints. Normally the staff can break apart the incidents with reference to the following guidances fit to different complex situation.When customers ask for some hard requests which may not be achieved within the hotels limit, customers may feel frustrated and disappointed. Usually customers will not deliberately make some unreasonable requests, therefore, when the staff face such requests, they should firstly try to satisfy their customers if the requests are not ridiculous. I f hotel can not meet the customers requests, the staff should make apologies to customers in a well-mannered way. The staff should keep the requests down on the notebook and assure the customers that the hotel will improve its service or add the requests in the service throw up (Malhotra, 1997). Actually the requests are also the advice for the hotel. It can make the hotel perfect its services. For instance, now there are more and more women business travellers, women have more requirements than men in terms of lodging and food and so on. Women customers may ask hotel to prepare better hairdryer and wellnessy meals. In other(a) situations, hotel may have some disabled persons who will demand more special requests from the hotel. Normally if customers difficult requests can not be provided by the hotel and the staff refuse them in a very polite way, most of the customers will not be annoyed. However, if the customers requests are refused by the staff without any explanation, custo mer will make complaints because they feel his self-esteem is devalued.When dealing with the complaints, the staff should be very careful because if the complaints are not handled properly, the hotel will lose not only one customer. When customer complains, the hotel should handle the complaints immediately and take the complaints seriously. Hotel staff should carefully listen to the customer with complaints with a wholehearted attitude and deal with the complaints after being agreed by customer. After investigation, if it is found imperfection with the hotel, apology and proper compensation shall be made in mold to get forgiveness from the customers and make them satisfy with the hotel again. The staff shall keep in mind avoiding conflicts with customers. For the serious incident, the staff shall comfort the customers firstly then report to the manager and handle it according to the complaints procedure. Every complaint should be interconnected in a file and analysed so that it can become a material for training as typical cases (Heung Lam, 2003). After the complaints are resolved, hotel staff should appreciate the customers for pointing out the improper ways of the hotel, which makes the hotel improve itself. Then the customers will feel good impression about the hotel again and will come back for next time.Significance for the hotel to handle the challenge in a proper wayTo properly deal with the difficult requests and complaints is crucial for hotels conquest and development. There are plenty of hotels established in the city, why the customers would come back if they feel they are not treated in a good manner. For hotel, to offer a good service is one thing, to resolve requests and complaints in a good manner is another key broker for its reputation. Resolving the problems goodly has a strong impact on the customer satisfaction and loyalty. Customers will possibly satisfy with the hotel based on the convalescence efforts made by the hotel (Liao, 2 007). There are numbers of hotels becoming good players in the lodging industry because they know how to deliver their services to customers and how to ensure guest satisfaction about their services or even how to handle the guest complaints successfully and gain back the customers trust about their hotels. Therefore, these hotels bear in the competitive accommodation area.Especially at present, technology develops fast and Internet is used by most people around the world. If one hotel failed to handle the guests requests or complaints, the offended customer may spread bad words via Internet, which will greatly destroy the hotels fame and potential customers may involve the other competitor by viewing these comments (Piccoli, Spalding Ives, 2001). Besides this, once the customer feel negative touch about the hotel, he/she will deliver this message to his/her friends and relatives. For example, when we check the hotel information via Internet, we will occasionally see some messag es or comments made by other people. These bad words will definitely make us feel not good about the hotel, although some of them may not be true.While on the other hand, if the hotel can try to fulfill the requests of the customers, hotel will gain considerable remuneration and will definitely build a good reputation in the hospitality industry. Take London Hilton in Park Lane as an example. Since now there are more and more women business travellers who have specific needs and requirements different from those of male guests. These women guests highlight good health diet and fitness facilities and they require more appropriate facilities in their rooms, such as padded hangers, good lighting and full-length mirror. Therefore, London Hilton refurbished the 30 rooms on its 22nd floor to become an all-women zone and offers a private section for them and enhance the security. The rooms are facilitated according to women orientation including fashion magazines, powerful hairdryers and others (Carysforth, 2003). As a result, the London Hilton Hotel is popular by most of the women travellers. Proper handling customers complaints and make the complaining customer feel he/she is respected also helps the hotel to build its reputation and win back customers loyalty.ConclusionIn conclusion, the hospitality industry most often deal with people. In order to survive in todays intensively competitive business environment, it is very essential for hotels to ensure to achieve customers satisfaction. As peoples increasing sentiency of protecting his consumer rights, many complaints occur in the hotel service. Also because hotels provide products and services which may be perceived in different ways by different people, different people will have varied levels of opinion in responding to the same or similar service and product consumption. Complaints sometimes do good to the hotel if the hotel is able to solve the problem in an effective way. If not, complaints will contribut e a very bad influence to the hotel. However, for the Hotel Room Division sector, it is very challenging for them the properly deal with the matter. The persons for undertaking such position should be experienced and well-trained in this area. The capability of handling the complaints and difficult situation is not only about personal traits but also about tacts and strategies. The hotel staff should be familiar with the relevant strategies or procedures when handling the difficult and complex issues. It is also the hotels fortune to have such clarified staff being capable of solving complaints.