Effective Hotel Management
Introduction
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Nowadays, more and more people pay more attention to the hotel management strategies, as they can do a great help to expand the market shares (Barros, 2005, P 456-477). The MGM Grand hotel, which is located in the City of Las Vegas, recently received several complaints. Some customers say that the service standards are on the decrease and the hotel cannot provide the best services as before. What is more, most of the customers point out that it may take a very long time to check-ins and check-outs of the MGM Grand Hotel, which waste a lot of the time. Therefore, the essay is aiming to explore the factors of these complains of the MGM Grand Hotel and make some suggestions on how to deal with these issues and build the effective hotel management in the future.
First of all, it gives some background information and the current issues of the MGM Grand Hotel. Following this, it makes some analysis about the factors which give rise to the issues. At last, it makes some recommendations on how to develop the hotel better by the effective hotel management strategies.
The background information
MGM Grand Hotel, which is regarded as a very famous hotel in the America, has very completed equipments for the customers, which attract a lot of guests every year (Clark, 2003). Besides, the hotel uses some special decorations, such as the Italy styles and so on, which gives people a very charming image. Moreover, as it is located in the middle of the City of Las Vegas, there are lots of tourists every day. Therefore, most of their target clients are the tourists. However, recently some guests complain that the hotel is not good enough, such as the long waits of the check-ins and check-outs. Due to the complaints, the sales of the hotel are on the decrease. Thus, in the following essay, it will discuss some reasons which lead to the crisis to the hotel.
The hotel management refers to ways of how to manage staffs well in the hotel, which includes hiring to talented staffs, creating the innovative ideas and so on. In the hotel, if the managers cannot manage the staffs well, it will do a great harm to the corporation. As the hotel belongs to the third industry, the service industry, it should focus more on the relationships between the customers and the companies. The customers pay money for the services and if the hotel cannot provide the good services to the customers, they will find it hard to keep their positions in the hotel industry.
Analysis about the contributing factors to these complaints
The shortage of the staffs
First of all, the shortage of the staffs may be one of the main problems to the complaints (Grunig, & Dozier, 2012). As there are not so many receptionists, people can understand that why it will take a long wait for the check-ins and check-outs. In order to make the information more clearly, the staffs of the MGM Grand Hotel should ask a lot of detailed information of the customers so that they can arrange the most suitable services to the customers. What is more, when there are some urgent things or some special situation, the staffs may handle a lot of complicated tasks, which also give rise to the complaints. Especially in some special holidays, the guests will increase a lot. Therefore, without enough staffs, the MGM Grand Hotel cannot provide the short time of check-in and check-out services to the clients.
The skills and the hotel management rules
Secondly, the skills and the process of the hotel management may be another key problem. For example, the new staffs may be not so familiar with the process of the check-in and check-out, thus, they may spend a lot of time on one guest. Besides, for the green hands, it does really necessary to give them some training courses, as they may lack some certain skills. For example, some staffs may be not good at communication. Therefore, when they communicated with the clients, they may feel it hard to understand to clients and cannot provide the suitable things for the clients. What is more, if the directors of the MGM Grand Hotel set too many rules and regulations, it may also waste people time in completing them. For instance, when the customers demand to check in, they may need to complete one form first and then go to another reception place to get the keys, with so many processes, the customers will feel boring and annoyed, as it takes them a long time to wait for the rooms or leave the rooms. Furthermore, the responsibilities of the employees are not so clear, which make the employee confuse about the responsibilities and some of them may be lazy and do not provide the best services to the customers, which harm the image of the MGM Grand Hotel.
Too many customers
Thirdly, the large quantity of the customers may also make the hotel hard to arrange the check-in and check-out time more quickly (Hoque, 2013). As the MGM Grand Hotel is located in a very famous city and every year, it holds a lot of activities, which attract many tourists. Especially when there are some competitions, the customers may be more during these periods. For the MGM Grand Hotel, on the one hand, it may lack some staffs while on the other hand, the increase of the tourists give more stress on the receptions. It is difficult to deal with several customers at a same time. Therefore, some times the long wait of check-ins and check-outs should be understood. Some researches show that it is hard to book the room of the MGM Grand Hotel, as too many tourists come to visit the special hotel everyday. But the price of the hotel is very expensive. Thus, most of the tourists just stay one night. In other words, the receptionists of the MGM Grand Hotel should handle a lot of check-in and check-out things everyday. Furthermore, there may be some tourists groups in the MGM Grand Hotel. All of these slow down the speed of the check-in and check-out process.
Disqualified employees
Fourthly, to some extents, the MGM Grand Hotel may hire some bad employees, who do not complete their tasks accordingly. Besides, they may be rude to the customers and intend to slow down the speed of check-in and check-out, which is aiming to do little in their working time. Furthermore, as the company also does not have a very completed award system, the staffs cannot be motivated effectively. What is more, some managers may not give the most suitable plans for the staffs and some people may not be willing to implement the plans, which affect the check-in and check-out process.
Suggestions about the effective hotel management strategies
Australia：Effective Hotel Management代写
In the 21st century, the hotel management will be more and more popular in the hotel industry (Rutherford & O'Fallon, 2006). There are different kinds of reason. First of all, it helps to provide more suitable services to the clients. What is more, it contributes a lot to the effective appointments of the talented persons, which enhances the competitive powers of the MGM Grand Hotel. There are some suggestions on the effective hotel management strategies for the MGM Grand Hotel and provide some experiences of the hotel management.
First of all, if possible, the hotels should hire enough staffs for the suitable positions. As the clients are the gods, the businessmen should try their best to satisfy the customers. Moreover, the customers complain that they should wait a long time of the check-in and check-out; thus, the hotel may hire more people to fix the issue immediately in order to build their good reputations. To make it simple, if the hotel has its good brand name and reputations, the customers will be more willing to enjoy their time on the hotel. Secondly, some training courses are very necessary for the staffs, especially the new staffs. They may not so quite understand the certain knowledge of the check-in and check-out process. Besides, the corporation should pay more attention to the development of the communications skills. Therefore, if possible, the company may provide more training courses to develop their strengths and find more talented persons. What is more, the hotel should simplify the complicated rules and regulations of the check-in and check-out process, which does a great help to reduce the customers’ time. However, in every corporation, there may be some bad employees who are lazy. For the HR managers, they should give some tests and make some records in order to distinguish of the talented staffs and the useless staffs. Moreover, if someone did better in her position, she can be awarded and get some bonus or the gifts. However, if one of the staffs is lazy, he should be punished. Furthermore, the MGM Grand Hotel should update some advanced technology in order to meet the customers’ different kinds of demands. For example, some software and other technology may help the staffs cut off more time in the check-in and check-out process (Piccoli, 2008, P282-296). For the tourism seasons, they may set some special ways of registering, which is set for the special seasons. Not only for the MGM Grand Hotel, but also the other hotels should pay more attention to the hotel management strategies, without which the hotel will find it hard to succeed.
Conclusion
In conclusion, the MGM Grand Hotel should try its best to reach the effective hotel management, as it helps the hotel a lot to expand the market shares. From the essay, people can know that as one of the most popular hotels, the MGM Grand Hotel is face of some crisis, such as the complaints of the long check-in and check-out. What is more, by the analysis, people can estimate some factors which may give rise to such situation, including the shortage of the staffs, the lack of training courses and the tourist seasons. Therefore, for different factors, the managers should figure out different kinds of methods to deal with these issues. For example, they may hire more staffs in order to deal with the shortages of the staffs’ problems. Moreover, by implementing more rules and regulations, the staffs can be motivated to some extents. Furthermore, the HR managers should make some records to the staffs, as in the future, it will become a very important material for the promotion chances of the staffs.
Reference
Barros, CP. 2005, ‘Measuring efficiency in the hotel sector. Annals of Tourism Research’, vol.32, no.2, pp.456-477.
Clark, M. 2003, ‘Stating a Title VII Claim for Sexual Orientation Discrimination in the Workplace’, The Legal Theories Available After Rene v. MGM Grand Hotel. UCLA L. Rev., no.51, pp.313.
Grunig, J. E., & Dozier, DM. 2012, ‘Excellent public relations and effective organizations: A study of communication management in three countries’, Routledge, New York.
Hoque, K. 2013, ‘Human resource management in the hotel industry: Strategy, innovation and performance’, Routledge, New York.
Piccoli, G. 2008, ‘Information Technology in Hotel Management A Framework for Evaluating the Sustainability of IT-Dependent Competitive Advantage’, Cornell Hospitality Quarterly, vol.49, no.3, pp.282-296.
Rutherford, D. G., & O'Fallon, MJ. 2006, ‘Hotel management and operations’, John Wiley & Sons, New York.
Australia：Effective Hotel Management代写
