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SERVICE RECOVERY TRAINING 0

Service Recovery Training

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MEMORANDUM

To: Human Resource Manager

From: Vice President of Operations

Date : March 12, 2017

Subject: Service Recovery Training

Introduction something about how important is customer services?

Provision of an excellent hotel and hospital customer services is critical in the contemporary market. Besides, the customers need to be satisfied and always have a smile on their face to enable them to prefer the hotel as the best destinations. All hotels depend on the customers to increase their revenues. Therefore, provision of a world-class service is a major key to exceptional customer experience. Nonetheless, the management should always ensure the hotel employees are well conversant with the current market trends and demands about the delivery of excellent services to the customers. One of the major strategies is the massive investment in the training program that will ensure competently, professionalism, flexible, committed, good communication skills teamwork, knowledgeable of hygiene issues among other skills that are integral to the efficient delivery of quality services to the customers. Specifically, the objective of this memo is to ensure there is improved guest satisfaction by providing a critique of the training proposal and later recommend a better training design that will ensure the employees are motivated, and the clients are satisfied with the services. Training on service recovery is essential in enhancing the productivity of the hotel based on the improved increased market growth due to satisfied customers after service recovery.

Definition of key terms

• Core competencies. It involves the capability or advantage that would distinguish the hotel’s employees from the other competitors (Krompf et.al, 2007).

• Service recovery. It refers to the actions taken by the employees of a company after failing to provide the expected customer service, making it relevant for the managers in any industry to provide some services to both the internal and external consumers (Smith, 2000)

• Lecture. It involves an educational speech to an audience including students and employees during training sessions and development sessions (Williamson et al. 2007).

It is a naked fact that the proposed training strategy for the hotel is a good step in ensuring there is an improvement of the employees’ in service recovery. However, many will agree with me that the proposal lacks major elements and features which could add more salt to the training program and make it a sure bet for the improved service recovery from the employees after the training that will also enhance customer services.

Notably, the consultant failed to categorically explain the methods of training he or she will use in training the employees on the service recovery in the hotel. The employees or the participants need to be aware of the training methods which will be utilized during the training sessions. An example of the training method that could be significant in the training program includes the lecture, discussion, demonstration, and exercise. The chosen method of training will determine the lively of presentation which will, in turn, enhance the concentration of the employees. The consultant should desist from implementing a training method which may improve boredom to the employees. Besides, the trainer must be able to demonstrate the methods of training chosen for special consideration personally. The recommended training methods in the industry are the combination of lecture and discussion method. Considering a large number of employees, the involvement of an expert and the employees’ lack of information, the lecture method is highly appropriate for ensuring that all employees get value for the training program. Nonetheless, the instructor should make sure that the essentials of good delivery including clarity of words, the suitable pace of spoken words, logical pauses and utilization of variety to enhance the effectiveness of the lecture delivery. The basic structure of a lecture should also be integrated into the presentation. The structure includes an introduction, the body of lecture, and the conclusion. Similarly, the discussion will be vital in ensuring that the participants are engaged to minimize boredom and enhance more understanding of the topic (Williamson et al. 2007).

Although the question and answer questions are integral in increasing more knowledge and understanding of new concepts and ideas, I tend to believe that the exercise session should come before the question and answer sessions in the training program. I would recommend that the practice session to involve asking the employees to provide a five-minute lecture on a particular subject of their choice about the service recovery in the hotel. Besides, the trainer should instruct the hotel staffs to prepare a point outline on the topic of their specific lecture for the use during the presentation (Williamson et al. 2007). And also hands on job ( SEE MY ARTICLE)

Managers play a significant role in the effectiveness of training program in the company. This is because they are in charge of the employees and also helps in the implementation of the acquired skills and knowledge acquired during training sessions. Specifically, managers should identify the core competencies of all staff in every department. This strategy will involve the identification of essential traits and behaviors of the employees, identification of the workers’ strengths and weaknesses and the development of individual development policy or plans that can be helpful in creating a tailored program. Secondly, the managers can support the training through identification of skill gaps of the employees. This will be integral for determination of development and training opportunities for the employees that the training program could exploit (Noe, 2013 Training on service recovery will only be essential if it has entailed all the fundamental elements of an effective training to enhance the productivity of the hotel since the improved services will increase the market share or growth considering the excellent service recovery leading to satisfied customers. Besides, the managers should employ the various strategies to support the training program in the hotel to ensure productivity of the hotel.

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References

Fleck, S. J., & Kraemer, W. J. (2014). Designing resistance training programs.

Komunda, M., & Osarenkhoe, A. (2012). Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty. Business Process Management Journal, 18(1), 82-103. doi: 10.1108/14637151211215028

Krompf, W. M., & American Society for Training and Development. (2007). Identify core competencies for job success. Alexandria, VA: American Society for Training and Development.

Noe, R. A. (2013). Employee training and development (6th ed.). New York, NY: McGraw-Hill Irwin.

Smith, J. S. (2000). An examination of the relationship between service recovery system structure, service operating environment, and recovery performance. Columbia: University of South Carolina.

Williamson, B. H., McManus, I. E., McManus, R. P., & McManus, I. E. (2007). How to train employees: A guide for managers. New York?: American Management Association.