On the job training of the process change

Using the customer survey feedback from the previous assignment, you will now create a pre-shift.

As a reminder: You are still the Front Desk Manager at your hotel – and a good one! You have an excellent relationship with your staff and a clear focus on internal and external guest service. You have received the following feedback from a customer survey:

We arrived for our late check in at 9:00 PM. We found the driveway empty and no one to help with our luggage. We left our car on the driveway and made our way to the front desk for check in. 

Olivia at the front desk told us that the suite we had reserved was no longer available and she would place us in a regular room until the next day. How does this even happen? We CALLED to tell you we were checking in late. Olivia took my cell phone number and said she would call me when the room was ready to move into and that a bellman would help us with our luggage. 

We still had to drag our luggage to the regular room before we could call it a night. No apology, no offer for assistance, and Olivia didn’t seem to care.

We received no call from the front desk the next day and had to contact the hotel at 4:00 PM and demand to speak to a manager before anything was done. It took a long time for the bellman to arrive and take us to our suite.  The suite was lovely, and the manager who met us there was apologetic and brought us a nice amenity, but this shouldn’t have happened to begin with!

• In the previous assignment we learned the main cause of the problem was a process problem. Assume you also learned that employees have been handling it themselves rather than attempting to fix the problem.
• Write a one-page pre-shift training with the intention of sharing the learning with all employees involved. List the departments that would be involved.
• This training will be conducted On the Job in pre-shift meetings until all employees have been reached. It must be positive, indicate the problem that was solved, and offer employees a different solution should something similar occur in the future.
• You will record a member of your group delivering the pre-shift training.

Writing assignments in this class are given as a way to get you to connect your life experiences with the course content. Critical thinking and reflection are expected as you examine and identify the content with your own experiences.