Reflect of the New Year’s Brunch Case Study

The New Year’s Brunch Case Study presents the quality management and service problem that occurred in The Place to Stay hotel, where the hostess was unable to handle the guests within an excellent hospitality manner. To prevent the hotel from getting future quality management and service problem, The Place to Stay hotel should create some current goals for the company, and also motivate the employees to give their best performance in achieving these goals.

The current goals for The Place to Stay hotel could be as mentioned below.

·         Create quality and cost-effective training program that would able to develop the performance of both employees and the hotel as well

·         Provide growth opportunities for the employees to develop their skills and knowledge

·         Provide the latest technology device for the hotel to respond effectively to any reservations or demands from the customers

·         Inspire and encourage the employees to develop the efficiency of their workflow and also improve their customer service as well

Some recommendations for the senior leadership team of The Place to Stay hotel to develop the training program are as follow:

·         The senior leadership team should establish the shared values, beliefs, and goals to the entire employees

·         The senior leadership team should balance the independence and responsibility of the entire employees

·         The senior leadership team should give good examples from their daily customer service performed by the team and show to the entire employees

There are lots of reasons why Customer Service standardization can be used to prevent and address the future quality and service problems in The Place to Stay hotel. The first and also greatest essential factor is the evaluation that customers could design for the customer service that they receive from the hotel. Therefore, it is very important for the hotel to make sure it has standardized its customer service. If The Place to Stay hotel could set its standards to provide the customer service, then the customers could anticipate the equal quality of services would be provided by the hotel every time (Verma, 2012). Plus, excellent customer service would make the customers feel that they are being valued. In the case of The Place to Stay hotel, the hotel could implement the latest technology to automatically record any reservation made by guests.