Is sloppy hotel service due to inadequate communication (between managers and staff or staff and guests) or just sloppy management and inefficient workers?What impact does communication have on the level of poor/good customer service in hotels around the globe?
Making a profit is of course the purpose of any company. The amount of profit if any is in most cases the companies ability to fill a consumer need. In the hotel industry consumers have many different offerings to choose from. One choice being accommodations with a market position similar to Motel 6. Some of the consumer needs being met here are LOW PRICES, basic room service, wake up call, and a place to sleep. If you make this choice you shouldn't expect to have a mint under your pillow or a lobster dinner delivered to your room. If you decide one of the five star places you are paying for the services that come along with it. A pot of instant coffee would not be accepted in a place like this.
To answer your question the impact of communication is big. In my opinion it is either the location management or the higher levels of leadership in an organization. The marketing might play the biggest role. Imagine if Wal-Mart launched a marketing campaign that attempted to position them as highly customer service focused. Instead of a building filled with low priced crap. Instead of customers being completly happy with saving thirty cents on their T-shirts they would experience poor customer service because they expected something not actually being offered.
When ongoing customer service issues are not being met at a single location blame can only be placed on the management. If a manager is unable to build a team and enable them to provide the level of service expacted they need to be replaced. Inefficient workers are the result of poor management. The decisions they make in selection, training, and disipline including termanation when needed lead to good or bad customer service.
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