Research Methods For Hospitality And Tourism

Research Methods For Hospitality And TourismSet above the grocery townsfolk of Otley, in West Yorkshire, you result find unspoiled woodlands, secluded accommodation and glorious fishing lakes.With 49 new-fangledly refurbished hotel retinue and log cabins- you will encounter a million mile from it each. However you will all overly find bustling markets, fine dining eaterys, bars, galleries and shopping just transactions away.Eating at our beautifully ext terminused lakeside eating place is a must. Whether you argon here for business or pleasure, you will leave wise and totally relaxed.A HOTEL WITH HEART AND SOULA RENOWNED sweep OF SCENIC BEAUTY, The Yorkshire Dales is a landscape brimming with history, tradition and nature. Situated on the actually southern edge of the Dales, Chevin boorish Park Hotel Spa sits at bottom 44 acres of silver birch woodland on the eyebrow of the Chevin forest. The unique timber buildings of the hotel and lodges sit naturally amidst thi s seclusion.The hotel takes its name from the wooded hillside overlook the mediaeval market town of Otley. This offers stunning views of the wharfe vally and surrounding countryside. Our ambition for Chevin is for it to keep as the Hotel of choice in West Yorkshire, At the aforesaid(prenominal) prison term pre helping the beauty of the natural environment and the character of the original building.At Chevin Country park hotel Spa we will put our heart and soul into braggart(a) you a great hotel befitting of such a great posture and promise to dedicate your visit as special and unique as the setting itself.PADDY CRERAR. Aims ObjectivesThe aim of this explore is to investigate the factors touching performance plans of guidance which has affected loss of business and benefit.ObjectivesTo investigate concept of counselling based on literature review.To establish theoretical primer coat to ever-changing commission.To investigate factors that affect implementation of plan by management.To clarify recent conditions with help of hypothesis.Analyses the data collected and give evaluation.PROBLEM ACCORDING TO focal pointIn Chevin Country Park Hotel, these argon different types of problems according to managementProblem is to a greater extent or less servicing. Guest has non give nice feedback, nearly of them are quetch closely profit. They are saying that, both eon they have to wait for food. focussing doesnt want to hire more mental faculty for Kitchen as easily as Service.Hotels dont have becoming machinery.Rules marketing st postgies put by new management. mental faculty turnover queryResearch is delineate as, any(prenominal) gathering of data, information facts for advancement of knowledge.Research is discerning pas period of the truthToday there are thousands of companies, whose primary coil activity involves providing look for wait ons that helps business key strategies, tactical and operational question. Research has bu zz off more formalized good. however its purpose remains much the same as enquiries undertaken by the Phoenician merchants. How do I find response to improve my performance and make life wear out for customer, employees, and owner? disdain research is design to answer these questions.OBSERVATIONDue to shortage of time I couldnt be part of faculty or can non be employee of hotel, so method I chose was direct card. I started my observation at receipt as checking in the hotel.I was standing at reply as walking guest. I observed following factsAbout StaffStaff was non up to the standards.Were confused and less acknowledged.Were delaying check-in process were petulant customers standing in queue.Were talking to themselves in their autochthonic languageWere lowbred to customers.They were confused with issuing of keys to the customer creating panic among themselves.Were not aright dressed.Were creating a chaos.Were not tending guests requests, which were living in the ho tel.Were confused speckle attending call and guests simultaneously. fit coordination amid ply was missing.2. At Reception deskAt the answer, the flowers used for decoration were not fresh..Bell boy were not avail qualified, as a result guests had to lead their own luggage.Keys were placed in at random manner, which was confusing the receptionist while assigning it to the guests.Three telephones were placed on reception desk but only one receptionist was responsible for attending all triad telephones, and she was not able to manage them. Ringing other twain telephones while attending one call , was do that receptionist and guests annoyed.The ground naturalise near the reception was not cleaned regularly ,as a result many footprints were printed near the lobby, making ditching dirty.3.In Hotel RoomWhen I entered my room, I observed following thingsThe floor of the room was not properly cleaned I could sense the dust on the floor as my shoes were leaving footprints on the f loor.In refrigerator, I could see close to empty cans, which leap outed that it was not restocked. there were al nigh fingerprints on the mirror, which showed mirror was not cleaned regularly.The bed spreads also had some label.Dusting was not done properly, as there was dust on the elude.Towels in the toilet were not up to the standards. It seemed wish comfortably used before by someone else.The mattress outside the bathroom was stinky.Toilet wanders near the WC were not assembled in the tissue holder.AC in the room was not working properly. in any case Wi-Fi signaling in the room was very poor.One of the bulbs in the room was not glowing. at that place was no instruction manual for using electronic equipments.There was no instruction manual for operating AC.TV was not affiliated to DVD player and it was mentioned no where how to connect TV and DVD player.There was no manual for how to operate a washing machine.4. In Hotel Restaurant About restaurant, the service of fo od was very opposed.Staff didnt have enough knowledge about food and wine.Service staff couldnt tear down explicate to guest what were the ingredients in dishes, like what kind of sauces served with pork or boeuf?Even staff didnt know that which wine goes with specific dishese.g. red wine goes with red meat.Management had changed the menu staff was not briefed properly.There was no sufficient place between two card, making it uncomfortable for commonwealth to turn tail to and from the aisles.Cutlery which was used on table which was not lissom. in like manner table cloths on the table, were having food stains mark.Staff used to speak their native languages loudly standing behind the counters.Also there was loud clayey of glasses, cutlery coming from service heavens behind.It seemed like they were not able to make proper atmosphere in restaurant.Restaurant conductor was very rude while discussion guest complaints.5. About Hotel themeInfrastructure of the restaurant was one of the strategic problems of this hotel. Hotel is having 2 floor restaurants. Upstairs floor having lake view balcony. So guest will prefer to sit upstairs. But its very difficult for staff to give proper service to guest. Also bar is not placed near restaurant, so that each and every time they have to go to bar to take drinks for guest.HYPOTHESIS speculation can be defined as observable phenomena or data-based observation. It guides the direction of research. If it seriously conducted, it helps to know what shall be done and what shouldnt.Co relative HypothesisCo relational hypothesis occurs together in some specified manner without implying that one cause another.In this case management is independent and all staff, machinery, rooms, services etc are dependent.According to the Hypothesis and my observation the results which I found areHotel staff is not curbing proper bandaging standards like hair cut, wearing je haleery etc.Front location staff is not much capable to c ome up to guest. Also not having enough experience to handle situation.Food service very slow in restaurant, because of that guest has to wait long for every course. Also staff not having enough knowledge about food and wine. Staff carriage towards guest is not good.Manager behavior towards guest as well as staff is very rude.Quantity of food is lessHotel rooms are not clean properly, when I entered in room, that time I saw that dusting in room not done properly.Direction signs are not accurateInfrastructure of the restaurant, some of the facilities in the hotel are not working properly.Casual staff is working , nearly of the all department,. real management get casual staff on more cheaper rate who are not trained.CASE STUDYA case deliberate at the Front desk NANCY SWANGER,Morgan Black appointed as researcher by corporate office.The Coug Inn is a 150 rooms full serviced property with several medium sized banquets. it caters mostly to business travelers and visitors affiliated to topical anesthetic university. Hotel is very busy between august and may, with periods classes are not in session being extremely slow. Occupancy has been declining for the last year or so. Since arriving at The Coug Inn, Morgan made several observations about hotel situation. It seems that most of the problem with battle former desk. subsequently reviewing comments card from last month, Morgan has sensed real dis bliss with the check-in process. musical composition work at check in is perceived as elongated and hard to fill out. Guesthas been checked into rooms that were not clean. after(prenominal) discussing problem with front office four-in-hand, front office manager complaints that backlog staff does not always submit the days reservation to the front desk in a timely manner. So when guest arrive, desk further with over 65 % of the hotel staff speaking first language other than English. So communication is difficult. Front office manager further told that, the new ho tel in town, the suit to sleep inn. Has an earlier checked in time and it seems to work ok for them. Morgan asks front office manager how the staff might answer to moving to a fully automated property management system. The oppose was not favorable. Also corporate office had not put any money into the place in years. In attempt to reach a compromise, Morgan considers changing the check-in time in exchange for the front desk managers escort of the conversation to an automated system.What must Morgan take into consideration before nett decisions are made to adjust checked in time and ground fully automated property management system?How should Morgan proceed in resolving the communication issue?Who shoots to be involved in the final decisions?How might Morgan present the case to the corporate office?(Hotel Management and Operation By Michael J. Ofallon, Denney G. Rutherford, Page no162)RESEARCH METHOD utilize TO RESOLVE PROBLEMResearchAfter reviewing the assessment form, I wou ld like to use Evaluation Research. This will help hotel to get profit.There are three types of researchDescriptiveIs finding out describing what it isExplanatoryExplaining wherefore or how things are there.EvaluationIn process of Evaluation research participant contribution plays important role.Participant contribution term kernel manager should specify their problem provide the researcher adequate background information relating to them.As manager explained the entire situation about hotel. As manager told, all problem which hotel is facing, needs to be solved as soon as possible. There are many problems with service, kitchen as well as infrastructure. Actualy all these problems are related to each other.DATA collectingThe main step in Evaluation Process is entropy Collection.Data Collection identify issues from the people directly involved in the course of instruction identify further issues from the programmed documents, observing how the program is actually working.Throu gh manager, I got assessment forms, Restaurant ostracize comment card given by guest, also appraisal form which is filled by employees.To solve these problems, we need to evaluate current employees to determine their productiveness, job satisfaction and commitment.DIFFERENT RESEARCH METHODS USED TO REACH THE CORE OF PROBLEMSELF APPRAISAL QUESTIONNAIREEmployee mentionDepartmentPositionStart DateHow do you looking at about the work environment at Chevin Park Hotel?How do you enjoy most about your position?What do you feel about strongest work areas?In what area do you feel you have made improvements or changes?In what areas would you like more training or more work experience?What are your goals for next years?COMMENTS give thanks you.Guest Comment witChevin Country Park Hotel SpaChevin country park hotel spa really care about what you rally. Sending feedback help us to provide you better level of service on your next visit with us. Please feel free to to comment on our site, our hotel or any other numerate on your mind.Rate usExcellentGoodAverage somewhatPoorPhysical appearance of the hotelCheck in processCleanliness of hotelcalibre of foodYour overall experienceBetterIs there an area where you think we could do a better job?EmployeeDid you particular hotel employee make your hindrance with us especially enjoyable?CommentsAdditional comments you wish to makeThank you.CASE STUDYSAMOUELS GREEK CUISINE RESTAURANTSamouels Greek cuisine Restaurant is located in London. Phil Samouel, owner of the Samouels Greek Cuisine Restaurant, believes his profit are not as high as they could be. He wants to maturation sale. He wants to attract new customer. He also wants to date that restaurant running smoothly. Phil Samouel is new to this business. So he decided to hire restaurant consultant. He contacted Ad mark International, ask them to conduct a advance assessment of his restaurant operations and prepare research proposal for him to review.After discussions wit h Phil Samouel and several of his employees, the account manager from the research firm conclude that the primary questions facing samouels restaurant areAre employees being managed to maximize their productivity as well as commitment to the success of the restaurant?What are the different way to attract new customer?These are the two separate issues but they are related to each other. First project will evaluate current employees to determine their productivity, job satisfaction and commitment. atomic number 42 project evaluate the survey of customer.The employee assessment projectHow do employees feel about work environment?How committed are the employees to helping make the restaurant success?Do different group of employees have different feeling about working at samouels?Customer assessment projectWhat is the level of satisfaction of samouels customer?What factors contribute to restaurant customer satisfaction?Do customers rate Ginos more favorably than they do samouels?( name of the bind )SolutionFor roomsThere should be either permanent staff or contract staff for clean the rooms , proper modify equipment like vacuumed unsoiled, glass wiper, all solutions etc. should be purchased to make cleaning easier and faster. A supervisor should do the rooms.The towels and mattresses , bedspreads in the rooms should be properly cleaned and dried. Laundry should take this responsibility.Maintenance persons, at least 2 should be hired as permanent staff for emergencies which will also hand over money of management to look after all the electronic equipments in the hotel.Staff should be given training before actual service briefing should be done by manager with the staff so the staff is aware of daily specials, soup of the day availabilities of the dishes from the menu.RestaurantThe staff should be given the training related to food and beverage foregoing to attending guests.Staff should be given training, for tincting greeting guests as per hotel standa rds laid by new management.Manager should have an idea of discourse all the problems that may happen in the hotel.Fast and proper service should be given to the guests.Staff should be given knowledge about what are the ingredients of the served dish.Staff should be given training based on type of wine and the dish with which it can be served.The tables should be ordered properly prior to the party or the event organized. There should be proper spacing between the tables so that waiter can move freely for serving.The plates and cutlery should be properly cleaned and polished. A plate polished should be arranged by the hotel.Table clothes on the table should be cleaned, and the responsibility has to be taken by laundry police squad. They should ensure that there are no stain marks on the table clothes.Staff should use only English while in the hotel, conversation in native language should not be allowed, as it is confusing for the guests of the hotel.About Staff There should be eith er permanent staff or contract staff for cleaning the roomsStaff should be provided proper training prior to joining job.At Reception deskThis is the most import place in hotel as all the guests are original at Reception.Flowers at the reception should be fresh and placed properly. bedight should be cleaned regularly.If there are more than two telephones at the desk, more than one person should be available at desk to attend the calls.A personnel should be appointed for handling only guest complaints, and should be handled carefully.Bell boy should be available at the reception to carry guests luggage.About Hotel InfrastructureInfrastructure of the hotel is the major part affecting the service of the hotel. So infrastructure should be designed properly to meet the requirements.Bar should be situated near the restaurant, so that it will be motiveless to provide proper service to the guests.Infrastructure of the hotel is the major part affecting the service of the hotel. So infrastr ucture should be designed properly to meet the requirements.(FLOOR PLAN FOR RESTAURANT / BAR/ RECEPTION)As per shown in diagram, Restaurant is situated on lake. Bar is situated behind the Reception. Thats why distance between restaurant and bar is too long. So every time service staff has to walk through it. Also if you go from service area then also it takes time. Thats why guest are keep complaining about service, slow service.If you see in diagram, lounge is situated exactly besides of the restaurant on lake. If we make setup of bar in Lounge, and Lounge will goes instead of Bar. This will save lots of time, also because of this it will look nice. So guest can go themselves on Bar and have their drinks. That will useful for guest as well as staff.If management ready to change infrastructure, this will be the important change, which need to be done. Surely this will help to improve service quality.CleanlinessProper Cleanliness should be retained. only the used utensils should be cleaned at the end of the day so that it can be used next day.Oven should be cleaned regularly so that it is free from any odor.Gas stove should be cleaned regularly so that there are no stain marks on it.planning All the events should be planned properly so that there are no confusions at any events.All the tables should be arranged properly in the night, so that in the morning there wont be any wastage of time in arranging the table. trainingThe staff should be given proper Behavioral Training so that they should know how to handle guests.The staff who is working in service segmentation of restaurant should be given proper training on serving and should be given knowledge on ingredients of the dishes served.The staff should be givenMeetingsMeetings for staff should be arranged regularly by manager so as to discuss the goals to be achieved and should also discuss what technique should be used for the same.Meetings should be arranged on daily, weekly, monthly and annual basis.All the problems faced by staff should be discussed in these meetings.FeedbacksThere should be a personnel appointed for handling feedbacks given by guest.Proper measures should be taken to work on it.It should be discussed regularly with manager so that the areas where hotel need to be improved is highlighted.Manager BehaviorManager should be experienced, should know how to handle all the situations that a hotel may face.He should be trained properly so that he can handle annoyed guests.He should offer some complimentary service to guests in case of any mistakes committed by hotel unknowingly.Advanced Equipment / MachineryHotel should buy march on equipment in case of necessity so as to make all the processes fast. For archetype Hotel should buy an automatic dish cleaners so as to make dish cleaning faster and effective.Hotel should buy number of vaccum cleaner so that cleaning of dust is an fast an easy procedure.Dish polisher should be bought to polish dish.Floor cleaning machiner y should be bought to make floor cleaning faster.In laundry, no of washing machines should be present so that bed spreads, mattress and table covers should be washed regularly and kept clean.Driers should be available so that all the table covers and other clothes are dried and can be used for next day.Technical ProblemsFor handling technical problem a technical team should be hired. For exampleTo handle problems related to bulb, tube light fitting, a electrician should be available for hotel.To handle problems related to network, LAN, wi-fi, internet connectiona technical personnel should be hired.3. To handle defects in washing machine, oven, geyser, lifts, fans, TV, dvd players a technical team should be there.SupervisionA supervisory team should be assigned to do following thingsTo supervise room cleanliness.To supervise floor cleanliness.To supervise whether electronic equipments are working properly.To supervise whether cleanliness is maintained at kitchen.CONCLUSIONAs elabora ted above, if the mentioned policies are implemented by the hotel management, the expected result would be1. addition in staff skills2. prove in customer satisfaction3. Rise in employee satisfaction4. Increase in hotel profit5. Improve in hotel standardThe mentioned policies would help hotel to maintain its position in this competitive world of business and would help hotel to rise up at a faster rate, improving its market standards and market values.This would even help hotel and its employees to be at a stronger position even when market is down. Would help them to handle all the situations that would be beneficiary for the organization.