edf40wrjww2CF_PaperMaster:Desc
Task: Telephone room reservation
Background: In a 3-star hotel, the staff is expected to achieve some basic requirements such as accuracy, attentive listening and good time management. Compared to other higher-ranking hotels, they promise to provide an excellent service quality to the guests as their guests mostly aimed for leisure and relaxation. However, in our hotel a fair service quality is accepted, as most of our guests are businessmen. High efficiency and effectiveness is preferable.
Accuracy: The telephone operator should drop down all the details of the hotel guests correctly when he/she is doing the reservation.
Attentive listening: The telephone operator should listen attentively and carefully on what the guests say without requesting repeats again and again from the guests.
Good time management: The telephone operator should achieve a task (room reservation) on a standard time such as a reservation should be done within 10 minutes.
People who do the appraisal: Front Office supervisors
Style of presentation: Role plays with 2 scenarios
2 students are invited to join the role plays. They act as the telephone operators. Two of our group mates will be the guests in each scenario.
Dimension used: Behavior appraisal
Format: The supervisors will review the staff by going through a list of standard items such as standard reservation time. They will then compare a list of hotel standard requirements with the actual performance of the staff. Therefore, the supervisors can appraise the staff easily by checking whether the staff meets their hotel requirements or not. In addition, the supervisors can correct the staff’s deficiencies through this ...