Strategies to Empower Employees in Service Industries to Improve Profits Essay Example
1. Many companies in the service sector, large hotels and resorts for example, is implementing empowerment strategies to improve the quality of service provided to residents and guests. Search the internet for an example of such a company with particular emphasis on strategies used to empower front line staff.
The basic source of providing competitive advantage and the customer satisfaction in the hotel enterprises is the employee. Empowerment applications play a significant role in increasing the employee’s productivity providing organizational efficiency. Interest in employee empowerment within the hospitality industry helps in gaining competitive advantage through improved service quality. Particularly, it has been determined in recent studies that service deliverers (frontline staff) play a crucial role in determining the extent and quality of customer experience and satisfaction. Because of consumer conscious and competitiveness, an employee in the hotel establishments must make decisions simultaneously with the time of event, and must practice this decision. If s/he makes a mistake, a solution can be found and a feedback can be done. This approach requires empowerment of employees of the hotels. One such hotel who uses this strategy is Platinum Suites, a new 4 star hotel in Bangladesh.
There are many benefits of empowerment in hospitality operations. A more responsive service, since the immediate person must fulfill all needs of the guest. The complaints are dealt with quickly and greatly increase customer satisfaction. A well motivated staff will also put more effort into their work. Improved labor stability because of better job satisfaction caused by power to make bigger decisions and lower labor costs caused by dispersion of more responsibilities among less people. All these factors contribute to high quality service and therefore higher profits for the hotel.
Ideally, a hotel should have an employee empowerment scheme allowing for
The basic source of providing competitive advantage and the customer satisfaction in the hotel enterprises is the employee. Empowerment applications play a significant role in increasing the employee’s productivity providing organizational efficiency. Interest in employee empowerment within the hospitality industry helps in gaining competitive advantage through improved service quality. Particularly, it has been determined in recent studies that service deliverers (frontline staff) play a crucial role in determining the extent and quality of customer experience and satisfaction. Because of consumer conscious and competitiveness, an employee in the hotel establishments must make decisions simultaneously with the time of event, and must practice this decision. If s/he makes a mistake, a solution can be found and a feedback can be done. This approach requires empowerment of employees of the hotels. One such hotel who uses this strategy is Platinum Suites, a new 4 star hotel in Bangladesh.
There are many benefits of empowerment in hospitality operations. A more responsive service, since the immediate person must fulfill all needs of the guest. The complaints are dealt with quickly and greatly increase customer satisfaction. A well motivated staff will also put more effort into their work. Improved labor stability because of better job satisfaction caused by power to make bigger decisions and lower labor costs caused by dispersion of more responsibilities among less people. All these factors contribute to high quality service and therefore higher profits for the hotel.
Ideally, a hotel should have an employee empowerment scheme allowing for