Write a 11 pages paper on a review and analysis of efficiency in front desk operations. This author will consider the case of Hotel management and the way that employees can improve upon the overall level of efficiency that they represent (Heimerl & Kolisch, 2010). By focusing on this one aspect of hospitality and tourism, the hotel or company in question can drastically improve its rate of customer service, level of customer satisfaction, and overall profitability. As a result of the fact that each of these factors can be improved by engaging with efficiency and mapping out the way in which speed, productivity, efficiency, and zero-defect service delivery can be increased, this obviously represents a benefit that all hotel and hospitality/tourism industries would be uniquely interested. Finally, the analysis will also engage an understanding of how training can be utilized in order to affect the changes that will be prescribed within the first part of this analysis. It is the hope of this student that such a level of discussion and engagement will encourage others to consider the way in which profitability and efficiency/consumer satisfaction can be improved by only changing a few basic approaches to the way in which customer service within the hotel and hospitality industry is affected.
One of the first ways that efficiency at the front desk can be improved is to establish a flowchart of operations. In many cases, the hospitality industry seeks to provide a high level of training without analyzing the progression area way that an individual employee should engage with the customer. For instance, a flowchart allows the employee to fully understand the way that certain situations should be dealt with based upon cause-and-effect relationships. For instance, as the hotel guest is invariably anxious to get to their room and does not wish to spend a high level of time speaking with the employee, their interest is not developing a new approach to a problem but for the employee to apply a proven.
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