Assignment Task:
The Bannacle Bay Country House Hotel, also known as barnacles, is located on the Scottish coast, offering 100 en-suit bedrooms and fulfills facilities, like swimming pool, restaurant or golf club. The hotel is operated by family business over 70 years. The business retains loyal clients for both hotel and restaurant.
But currently, Peacock Hall, the four stars hotel with modern facilities nearby, represents a potential serious threat.
Barnacles employ mostly local people and the rest is European worker. The workers turnover and absence lever are very low. The staff also are highly committed, loyalty and well motivated team.
The currently manager is aware about the change, like Brexit requirements and Covid19 regulations. Also she has secure funding from the bank to refurbish the hotel. She knows that all investment will be wasted if Banacles doesn't also smarten up its act as far as its standard concerned.
The manager just appointed new HR and training manager team to turn thing to change management and organizational development and she wants the hotel to become more responsive, flexible and professional with retaining its reputation for friendliness with existing customers without damaging staff morale and losing best staff to Peacock Hall
Here's the problem that hotel is faced:
Full time staffs have too much slack time, only kept very active when the department are busy and the rest of the shifts is chatting to other or regular guests.
When hotel is busy, like summer months, the staffs are run off their feet. Also long social distance queues develop in restaurant and reception. At this time hotel also lacks of workers. This is the main complaints from customers.
Standard of cleanliness are not good enough, especially health and safety concern of Covid 19. Many guests complain to change the room due to check into the unready room, and in the restaurant, the staffs also lacks of service like served wrong dish or cold dish.
The workers are often unwilling to fulfill reasonable requests for items like more lavatory paper or a local map; moreover the customers must wait too long for the service. Charming but inflexible was the verdict of mystery shoppen.
What impact has unplanned and emergent changes had on the Hotel?