The assignment discusses Performance of the front office employees. Therefore, there is an analysis of the Eastin Grand Hotel Case study. So, review the literature on on-the-job training to develop a framework to evaluate the hotel practices.

Performance of the front office employees – Eastin Grand Hotel Case study

To evaluate the impact of on-the-job training on the performance of the front office employees of the Eastin Grand Hotel Sathorn Bangkok in Thailand. Firstly, critically review the literature on on-the-job training to develop a framework to evaluate the hotel practices. Secondly, ascertain the front office department training objectives, best practices, and limitations through an interview of the manager. Thirdly, evaluate the impact of the training on the performance of the employees through a questionnaire . Also, compare and contrast the findings of the literature review, interview, and questionnaire to make recommendations to the manager. 

Performance of the front office employees – Eastin Grand Hotel Case study

When each member of the front desk team is a guest expert, guests feel welcome. Calling guests by name is a good first step. To go above and beyond though, the team needs to have easy access to as much guest information as possible, including:

  • Guest prior stay history
  • Guest food allergies or preferences (vegan, kosher)
  • Prior stay purpose (business, leisure, special occasion)
  • Notes about current stay purpose

Having all of this guest information stored in the Property Management System can facilitate a higher level of personalized service, as well as make each guest feel more at home.

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