Human Resource

Management Assignment on

Customer Service
Training
2016-18
Submitted By:
Introduction
This is a case of Smile Hotel, a hotel where the customer needs and demands are not taken
into account. Hospitality is one such sector which is synonymous to service to the customers.
But Smile Hotel failed to fulfil this basic need of its customers. We will try to understand what
the problems were with this hotel, what can be done to improve the conditions and what the
possible outcomes will be if the changes are implemented.

Diagnosis
From the video, following major issues could be noticed about Smile Hotel:
1. Misbehaviour while serving the customers:
The General Manager lacked courtesy in dealing with the clients. For instance, he disrespected
the gentleman who asked for a provision to go in his wheelchair in his Brothers reception
which he could not do due to narrow isle.
Second, he ignored an elderly customer who asked for some help to carry his luggage to his
room.

2. Lack of man power:

The hotel did not have enough staff to help serve the customers better; like no helper to carry
the luggage.

3. Inefficient workplace ethics:

The hotel management and staff seemed to be lacking proper training and etiquettes.

4. Improper Documentation:
No apt database which could track customer reservations.

5. Indecency towards employees and inefficient senior personnel:

The hotel missed the essence of a lively environment. Employees were demotivated. The
General Manager was irresponsible and did not do justice to his post and role.

Prescription / Recommendation
1. Trained Personnel:
The staff should be well trained, groomed and motivated.

2. Proper HR Policies against harassment and misbehaviour:

The General Manager almost forget the decorum of his designation and was trying to cross
the lines of decency with the client. Proper policies can be made to keep a thorough on such
misbehaviour. Politeness has to be there in everyones demeanour. This can be taught to staff
and management at the hotel

3. Proper leadership skills to motivate employees to treat customers properly and to always stay
motivated towards achievement of organizational goals.

4. Training programmes for skill improvement and understanding of culture of organization.

 5. Incentivisation and rewards for the employees based on their performance to keep them
motivated.

IMPLEMENTATION
1. Proper hiring of staff
2. Manager review system
3. Set proper guidelines and values for the
4. Complaint box

EVALUATION
1. Feedback form by the customers at the time of checkout to evaluate the results of the changes
that we made
2. CCTV Monitoring
3. Gamification: If you like the services, ring the bell hung at the exit