HOTEL MANGALORE PVT. LTD.
Hotel Mangalore Pvt. Ltd. is located in Hampankatta, Mangalore. It is at a distance of 1 km. from Mangalore railway station. This hotel started about two years ago, it is now attracting business customers from all over the country. Mr. R.K. Shetty who has served in five star hotels in Mumbai & Chennai wants to make it the No.1 hotel in Mangalore.
The Staff and employees of this hotel are recruited locally. Since Most of them do not have any experience of working in 5 star hotels, they do not have attitudes and skills to deal with the hotel’s customers. In contrast, the supervisory staffs are qualified, with degree in hotel management and have undergone intensive training in five star hotels in Mumbai before joining Hotel Mangalore. However their assistants in the front office, lobby, restaurant, kitchen and housekeeping, do not have any formal training in their perspective jobs. The Supervisory staff therefore finds it difficult to give them suitable instructions. The Employees and staff are not of standard expected of them from the business customers, who compare the services at Hotel Mangalore with other 5 Star hotels. Of late, there has been increasing no. of complaints about cleanliness, housekeeping, room service and service at restaurant.
Mr. Shetty had called a number of meetings with departmental heads and supervisory staff. They strongly recommended a formal training programme for staff and employees of the hotel. It was therefore agreed that suitable training be given to the staff and employees. However, the supervisory staffs do not wish to relieve the staff during working hours and the staffs are not willing to attend the training programme after working hours.
You have been appointed as management consultant for Hotel Mangalore and have been asked to give a comprehensive training plan for the employees giving the needs, duration of training, contents, methodology, resource persons and a formal appraisal method to evaluate the effectiveness of the training programme.
Questions:
1. How will you assess the training needs? What would be the contents of the training programme?
2. How will you motivate the staff to attend the training programme?