How Productiviry is Monitored in a Hotel
SYNOPSIS
The aim of this assignment is to show how productivity is monitored at the Iliada Hotel. The hotel management uses a variety of productivity management criteria, which are explained, evaluated and criticized in this study. It is important for the operations of the hotel to be efficient and effective, to measure the productivity of employees. The measurement of productivity will enable the management to identify any problems, and deficiencies, and discover more appropriate ways to ensure productivity to its employees.
The Iliada hotel management is using the following productivity management criteria: time study, the ratio of output to input, feedback from guests, and work sampling. This assignment represents an evaluation of the productivity measurements that currently used by the hotel management. It identifies some problems that exist by using these criteria, and as a result, it gives recommendations to the hotel management.
When measuring productivity, the management must be in the position to ensure that quality service is offered to the customers. Since productivity is inextricably linked with quality and that the two reinforce each other, we cannot measure productivity without considering quality. So, quality is a factor that the hotel must take into consideration seriously.
Productivity is a function of existing policies and procedures. So, it should be properly monitored and controlled regarding the employees of the hotel. This will lead to reduction in wastages and staff turnover so that to improve planning and greater efficiency. Productivity can be boosted up by motivation the staff to perform better by giving productivity bonuses and other incentives to the employees for high performance.
The hotel management decides to measure productivity by developing a two-week trading period. During this period the following techniques were used:
- Work simplifications
- Mass production
- Operational standardization
- Consumer participation
After the first week of productivity measurement, it had been observed that employee empowerment in the hotel operations has been associated with an increase in productivity and furthermore in gaining competitive advantage through service quality (more satisfied customers). The management has observed that the service was more successful during the second week since the staff felt to delighting the customer and they did whatever it took to ensure customer satisfaction. All the results have been discussed at the work place with staff and this has greatly motivated them generating greater interest and enthusiasm to work productively and feel member of the hotel.
The conclusion of this experiment is that the productivity can still be greatly improved by a better organization climate and a new culture, worker participation in the decision-making process and people development.
BIBLIOGRAPHY
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McEwan C. and Messersmith A., Productivity management: Applying it personally and professionally, Oregon State University, May 1987
Peter J., Managing foodservice productivity in the long term: strategy, structure and performance, Brighton Polytechnic, 1990
Pickworth J., Minding the Ps and Qs: Linking Quality and Productivity, University of Guelph, May 1987
Rimmington M. and Clark J., Productivity Measurement in Food Service Systems, Productivity Management in Hospitality and Tourism, Sheffield Hallam University, 1996
Witt C. and Witt S. Why Productivity in the Hotel Sector is Low, University College of Swansea, 1989