In accordance with National Occupational Skill Standard (NOSS) Majlis Latihan Vokasional Kebangsaan (MLVK)
INTRODUCTION
The hospitality industry is all about selling “experience”, be it in the hotel, golf course or eco sports. People may get upset, frustrated or angry when they are caught in the rain while at the golf course or do not get the best view from their rooms. Receiving rude treatment from uncaring service personnel is not what they are expecting next. It does not only aggravate the situation, it is also perceived as a total failure on the part of the host.
The success of top class hospitality establishments depend on their capabilities in providing exceptional service that exceed the expectations of the most demanding patrons who visit or stay in any hospitality establishment even in the most demanding situation. Showing care by taking that little extra effort usually does the job. Friendly and helpful service personnel are always appreciated.
Service simply means constant delivery of pleasant gestures by the service personnel. These encounters give us the opportunity to enhance, maintain or improve our patrons “experience”. Human capital is therefore the most important asset in a service environment. All hospitality establishments provide the same facilities, amenities and problems that come along with it.
Concerns to Address
1. THE HUMAN FACTOR
Staff
Not properly guided or oriented. No direction on career progression plan. Communication barriers.
Supervisors and Managers
Consists mainly of long service employees. Lost the urge of new challenges. Practices routine monotonous tasks. Not industrious and no career progression aim. Lacking in job knowledge, weak in supervisory, leadership, reinforcement and communication skills.
2. THE POLICY FACTOR
Human Resource Practices
Performance appraisals, Employee union, reward & penalty, recruitment strategies and selection criteria
Training & Development Function
Training plan ties with career plan, management programmes, external consultants, training needs analysis
Operation Policies and Procedures
No clear operation procedures & policies, line of authority, command and responsibilities.