Service Quality
In this modern day scenario, it is really very important for the organizations to have a proper cooperation and oneness within each and every employee. It is really very important for the managers to stay alert about the needs and demands of the employees so that they can always cater to them. One of the most important aspects of the modern day business is the intangibility or the intangible services. The intangible services are ones that cannot really be seen, displayed or demonstrated in any way in front of the customers. This is something that can be felt by the customers. Particularly, in the hospitality sectors like the hotels and the food and beverages or the Eating House Restaurant, Wellingtons needed to keep a proper contact with another and then work together for providing the best services to the customers (Mauri, Minazzi & Vannacci, 2017). There has to be a proper coordination and an understanding among the employees. This will help in making sure that the customers are receiving the best service available to them (Refer to Appendix Figure 1 and 2).
Quality is one of the most important aspects of the modern day services in an organization. One of the most important aspects of the quality is satisfying the customer. However this is indeed a very important part of the modern day business objectives. (Refer to appendix figure 4 and 5)The customers need to be kept satisfied so that the customers do not switch over onto any alternatives. In this age of tough competition it is needed that the companies are trying their level best to give their customers a service that they will not get in any other places. However it is very difficult to establish and maintain a control over the service quality. This service quality is the reason that creates expectations and perceptions within the customers. It is based on these perceptions and expectations that the organizations think about making their strategies. A good example can be the front desk in any organization like any hotel or any Eating House Restaurant, Wellingtons. The front desk is the go to place for looking over the entire functions taking place within the Eating House Restaurant, Wellington. However it is very important for the managers and the other employees of the organization to work together. They have work together side by side so that they can carry on their service properly and keep the customers satisfied (Fasone, Hofer & Scuderi, 2016). However there has to be a proper understanding among the employees of these hospitality sectors (Honey, 2017). If there are quarrels between them then this will have a bad effect on the overall production and the overall services provided by the hospitality sectors. A good example of this can be seen in the Eating House Restaurant, Wellingtons. There are the chefs and also the Maitre D’ interacts with one another. A Eating House Restaurant, Wellington can function properly only if there is a proper coordination between the employees.
Understanding among the Managers and the Employees
A Maitre D’ is one who has to attend to all the phone calls of the customers of the Eating House Restaurant, Wellington and also take their reservations. In this modern day scenario man of the customers are looking for some additional facilities like the pre booking or online booking (Figure 6,7 and 8). So, in order to avoid all kinds of confusion they want to get their tables booked at the Eating House Restaurant, Wellington and they also give their orders. So the Maitre D’ has to receive all those calls and listen to the orders given the customers with patience and make sure that they are forwarding those orders to the chefs. Unless they are forwarding the orders to the chefs the chefs will not be ready with the required ingredients or anything for getting the food ready. So, there needs to be a proper connection between the chefs at the kitchen and also the Maitre D’ who might be sitting at the front desk or the reception for taking up the customer calls and stuffs. At the same time the managers also have to be present while the customers are coming in the Eating House Restaurant, Wellington. The managers cannot just leave the work on the customers rather they need to stay and support their employees. So, the managers and the rest of the employees have to stay side by side and work (Cester, 2016).
One of the most important aspects for working together by staying side by side is developing understands. The work will be increased and will take place smoothly only when there is a proper understanding among all the employees working within an organization. This understanding develops when the managers are free and friendly with their co workers and their subordinates as well. The Human resource department or the HRM has to play a very important role in making sure that they are looking after the needs of the employees. This is also very important in case of the hospitality and the tourism sectors as well (Hollenbeck & Jamieson, 2015). The managers have to be very alert in understand the psychology of the employees working in the organization and also set the strategies accordingly. They have to make sure that they are not putting any undue pressure on the employees. Understanding the mind set or the psychology of the employees is really very important. Often there can be the need for creating some organizational changes. For an instance the customers might suddenly change their preferences from one kind of dish to the other. There can be the emergence of some new firms in the market that may produce some very new and innovative item.
Employee-centric Approach
The customers might develop their tastes over that dish. So, in order to stay in the competition the Eating House Restaurant, Wellington or that particular hospitality industry can also hire some new chefs who are well versed in the art of cooking that particular dish. This might create a fear within the minds of the already existing employees (Quirke, 2017) . They might feel that their job is at risk. So, it is at this point of time that the managers have to boost up the morale of their employees and assure them the need for bringing the change (Cameron & Green 2015). So, the managers and the rest of the employees have to cooperate with each other and work as the support system of each other. The managers have to realize the impact of the internal resource quality on the external service. The managers have to understand how to keep their employees happy. Some in this case the managers will have to use methods like group discussion sessions and the one to one meetings as well. This will help them to make sure that they are being able to understand the morale of their employees. They will also have to start some new incentive systems or some kinds of flexibilities so that none of the employees feel demotivated.
One of the most important things that the managers must keep in their mind is that they must start developing an employee centric approach and then think about the customer centric approach. This is because unless and until they are taking proper care of the employees the employees will not take care of their customers. They must not make the undue advantage of their position or power. They have to value the importance of keeping devoted and committed people within their organization. The only way that can help them do this is to support their employees. The managers have to provide this support to their employees both in terms of morale support and the professional support as well. The main motif of the organizational psychology of the workforce is to analyze and work over the m mind set, thinking process and the whole psychology of the workforce. This is because unless the employees are happy they will not be able to perform their tasks properly and this will in turn have a drastic negative impact on the overall production. So, if this is the scenario there will be several problems like restlessness, lack of competence and many other problems in the production given by the employees.
Coproduction is one of the most important aspects that the hospitality and the tourism sectors must incorporate in their day to day activities. They have to train their employees in such a way that they are being able to involve the customers in the services being delivered by them. The employees have to develop a good connection with the customers. For an instance in a Eating House Restaurant, Wellington the employee’s like the waiters have to pay visits to each table in order to know that whether the customers are enjoying their food or are they happy or do they need something else or not. This will help the customers to develop a mind of attachment with the place that is with the Eating House Restaurant, Wellington. They will realize that their opinion and their satisfaction are of the greatest importance in the Eating House Restaurant, Wellington. So they will be able to develop a kind of loyalty towards that place. If the company and its employees are taking care of the customers then the customers will also be able to develop a loyalty. This will help them to come back to the same Eating House Restaurant, Wellington every now and then. There has to be an understanding developed among the internal and the external stakeholders for the success of the organization.
One of them most important criteria that have to be incorporated in the recruitment process is the customer relationship skill. In this modern ay scenario it is needed that each and every organization is hiring some employees who have a good people skill. In other words they must be able to develop a very good and healthy rapport with the customers (Carmeli, Dutton & Hardin, 2015). The service sectors or the service organizations which serve the customers must have the customer relationship executives who will help in developing the business (Hashim & Fadhil, 2017). So, it is important for the organizations like the Eating House Restaurant, Wellingtons, the travel and tourism or any other kinds of hospitality sectors must pay sufficient importance on the personality development, energy and the communication skills as well. In order to make sure that the employees are performing well they have to be given proper training. The hospitality sectors have to make their structures less rigid. They must make sure that the employees are not suffering from an extremely tight or closed organizational setup. This can be done by letting the employees speak. The management must make sure that they are taking the opinion and the thoughts that are being shared by their employees (Ferrell, 2016). They have to give some flexible working shifts to the employees. For an example n any Eating House Restaurant, Wellington or any hotels the managers, must be able to divide the duties of the basis of shifts. This will help in dividing and sharing the load of work. The managers must understand the welfare needs of their employees. They have to understand the refreshment needs of their employees as well. It is for this reason that the managers must let their employees get some breaks in between their shift timings.
The organizations are to make sure that they are protecting themselves from the service failure. The first step is to analyze the failure. Unless the failure is recognizes the company will not be able to find any particular solution for the same. The service providers may feel that they are not at fault (Benn, Edwards & Williams, 2014). However the service is not up to the marl of the expectations of the consumers, then it is failure from the viewpoints of the customers. This is one of the most important aspects of the overall welfare of the organization (Mishra, Choudhary & Bakshi 2015). In such case the organizations overlook this aspect and do not communicate about this with the customers, this will be a great mistake. The customers might get very angry and might stop purchasing the service from this particular company. So, any good hospitality sector will make sure to take the views and the opinions of the customers in this particular aspect. They will accept all the feedbacks of their customers whether they are bad or good (Korschun, Bhattacharya & Swain, 2014). This will help the customers in realizing the fact that the service sector is at least keen in listening to the complaints of their customers and act accordingly. This will be a very good move the part of the organization to make sure that they are working on customer relationship development (Selvan & Moh, 2015).
One of the major reasons behind the failure of the organizations is the failure of the understanding on the part of the leaders. There is often a very weak leadership in the organizations. This proves to be very detrimental for the employees. The leadership has to be very strong. This is a known fact that there will naturally be some or the changes taking place within an organization. So, the question is how these changes or the transitions are being handled by the leaders and the employees. The leaders have to take the responsibility of personally building the changes within the organizational set up. They have to talk to the employees and make sure that the employees re totally fine with the changes that are taking place within the organization.
The shingo transformational model is one which says that the changes cannot be brought superficially. The organizations cannot bring about any changes within the organizations by using the external tools. They have to answer the question why. In other words, they have to make the employees understand the need for change. For an example if the managers decide that in order to make the cooking much faster they have to install some new automated system in the kitchen. So, the employees might feel that this will be too troublesome for them to take care of all the interests of the chefs and the waiters and then devote time in learning the usages of the new device. The managers have to explain them that if they learn the mechanics of this device the work will be much easier for them and they will be able to do the work in a very less and error free way. So, the employees on the other hand must be patient enough and must listen to the instructions of their leaders. They must be adhering to the directions given to them by their superiors and work accordingly (Bolman & Deal 2017). The joined effort will be very useful; for the overall sound working of the organization.
Conclusion
So, it can be concluded that for the overall success of the organization there has to be a proper understanding and cooperation among the employees and the managers. The managers or the leaders have to be patient enough in realizing the insecurities of their employees. They have to explain the entire cause for bringing about any new changes within the organization. The employees will have to abide by the directions and carry on with their work. The leaders have to take up the architectural role and built the employees in such a way that there is a feeling of understanding and cooperation among one another.
References
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