However from our observations and survey at G Hotel we found no issues as

However from our observations and survey at g hotel

This preview shows page 10 - 13 out of 24 pages.

However, from our observations and survey at G-Hotel, we found no issues as mentioned above. G-Hotel does prioritize English language skill as one of the crucial skills for each of their staffs. Ironically, even their bellboy and housekeeping staffs can speak English fluently. This proves that investing in the staffs’ language skills is an important key for G-Hotel to enhance their customer experience and maintain professionalism. 8
Image of page 10
4.2 Service provided To maintain their standard as one of the five stars or premium hotel in Penang requires great effort and stiff management by the hotel. Technically, g-Hotel is strategically located between two biggest shopping malls in Penang which are the Gurney Paragon and Gurney Plaza. Somehow this feature gives a competitive advantage towards the hotel. Furthermore, g-Hotel also provides shuttle service for their guest to some attractive places in Penang such as Batu Feringghi, butterfly farm, heritage area, street art city and more. Through this effort, G-Hotel is able to be on top of his rival and competitors. Besides, change in guest expectations is one of the biggest challenges in hotel industry. We can witness that nowadays guest demands a lot more from the hotel. Free Wi- Fi, entertainment system, unique stay experience and swift check-in check-out services. Abiding by the trends is quite difficult as all the facilities aren’t available at a hotel for all types of guests. To meet the guest expectations, we suggest G-hotel to provide a self-service guest portal which will facilitate quick check-in check-out services, map location guide to the hotel, request for pick-up and drop-off services. And the most important is the guest should be kept updated with the expenses incurred on a daily basis. So, the hotel just need to approve the valid request of their guest and be rest assured of the best hotel experience. 4.3 Skills training The hospitality industry utilizes a differing workforce, which incorporates an assortment of places that could possibly have a solid instructive part. A valet, cleaning staff and café servers have unexpected necessity in comparison to registration assistants, attendant suppliers and directors. However, the whole workforce is an impression of a hotel's hospitality culture, which is the reason each staff at The Luxury Collection Andaman Resort Langkawi are enough prepared through and through on certain particular qualities and norms. 9
Image of page 11
There is assortment of offices The Luxury Collection Andaman Resort Langkawi, for example, front office, housekeeping, food and refreshments, account and human asset. Fundamentally, the staffs will experience their own departmental preparing as per the necessities and prerequisites of that specific division. Be that as it may, having separate departmental preparing isn't sufficient. We propose that it is smarter to have an entire division in a single instructional course too so they will get a standardized and same knowledge covering customer service skills, communication skills, multitasking skills, teamwork skills and problem-solving skills 4.4 Employees’ knowledge Item and service knowledge is a significant ability for representatives to have over all ventures, particularly for this client driven hospitality industry. It is a significant segment of
Image of page 12
Image of page 13

You've reached the end of your free preview.

Want to read all 24 pages?

  • Summer '14
  • hospitality industry, G Hotel Kelawai

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture