Guest services manager of a small, local luxury resort

Description You have just accepted a position as a guest services manager of a small, local luxury resort that prides itself on providing an unforgettable…


You have just accepted a position as a guest services manager of a small, local luxury resort that prides itself on providing an unforgettable experience and many amenities and perks for all of its guests. However, your front desk and customer service departments have recently experienced an increase in negative guest reviews on rating websites and overall guest satisfaction is at an all-time low. One of the issues that guests have noted is a shortage of staff during busy times, which causes frustration for employees and guests.

In order to ensure success and increase guest satisfaction for the long-term, you must put together an action plan. In 1,500-1,750 words, outline measures and methods for meeting customer service expectations and employee motivation strategies. This action plan must contain each of the four components listed below:

Job Posting

Develop a job posting for a front-of-house employee that has direct interaction with guests. It could include front desk staff, valet parking staff, concierge, bellman, etc. Make sure to include specific job qualifications, characteristics, and skills required for the position. Include employee performance expectations in relation to the customer service standards that you are setting. How will this employee be required to interact with other departments in the hotel? Are there any tasks that this position may involve which are typically out of scope for this particular line of work?

Customer Satisfaction Survey

Design a customer satisfaction survey based on what you believe constitutes excellent service for the luxury resort that you manage. This customer rating option on this survey should represent the expectations that you intend to set for employees who have direct and indirect contact with the guests. Your satisfaction survey may entail multiple-choice questions, it could be a chart, or it could involve open-ended questions. Be creative and strategic with the feedback you ask your guests to provide, their comments will ultimately give you external insight that you can use to coach and motivate your staff.

Effective Communication and Motivation Strategy

Next, discuss your plans for achieving a high level of commitment from your staff. How will you use the customer satisfaction survey in order to effectively communicate with your team and ensure employee success? How will your communication skills and your motivation strategy encourage employees to work together towards accomplishing organizational goals? How does this teamwork translate into superior customer service?

Implementation of Technology

Finally, think about the emerging technological trends in the hospitality industry and discuss the ways that you would implement innovation and technology in your facility. Cite specific examples from your assigned reading materials in Topic 8 or from other articles and academic resources. How can current and emerging technology and innovative ideas help you improve the guest experience and increase employee satisfaction?

Sample Solution
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