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hakia was desperate. The guest satisfaction scores for the Housekeeping department have Sbeen extremely low for the past year. Though the Housekeeping management has been in place for several years, nearly all of the guestroom attendants have been employed by the Royal Hotei for less than two years. Shakia was not sure what had caused the perceived level of service and cleanliness to suffer. 1. Why are the guest service scores for the Housekeeping department usually low? 2 Housekeeping managers often valize that probably the hardest part of their job is to moti- vate their staff. Explain. 3. Where should Shakia begin to raise the guest satisfactions scores?

hakia was desperate. The guest satisfaction scores for the Housekeeping department have Sbeen extremely low for the past year. Though the Housekeeping management has been in place for several years, nearly all of the guestroom attendants have been employed by the Royal Hotei for less than two years. Shakia was not sure what had caused the perceived level of service and cleanliness to suffer. 1. Why are the guest service scores for the Housekeeping department usually low? 2 Housekeeping managers often valize that probably the hardest part of their job is to moti- vate their staff. Explain. 3. Where should Shakia begin to raise the guest satisfactions scores?

Practical Management Science
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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Cose 27: Housekeeping Guest Satafaction Scores 81 Case 27 Housekeeping Guest Satisfaction Scores Case Type: Head Case Main Subjects: Motivation, Rewards • Shakia Andrews, Executive Housekerper Who's Who: hakia was desperate. The guest satisfaction scores for the Housekeeping department have Sbeen extremely low for the past year. Though the Housekeeping management has been in place for several years, nearly all of the guestroom attendants have been employed by the Royal Hotel for less than two years. Shakia was ot sure what had caused the perceived level of service and cleanliness to suffer. 1. Why are the guest servine scores for the Housekeeping department usually low? 2 Housekeeping managers often valize that probably the hardest part of their job is to moti- vate their staff. Explain. 3. Where should Shakia begin to raise the guest satisfactions scores? 4. To maintain the comnitment of housekeepers, identify creative intrinsic' and extrinsic rewards Notes Intrinsie rewards are received by the individual daretly through tash performae (Satiatactiors denvnt trom the jb itself, such as pride n one's work a keting of accomplishment, or beang part of a team) "Extrinsic rewarde are ntemal to the job and pnvadai by the empluyer (Benefits provided by the employet, unu ally monry, prsthotian, e other benefits) Reterence Frye, W. D. (2007, haly/August) Determining why bousekeeping guest service sores ar kow. ne Bamu Chrona le, 3. Notes and Responses to Case Questions:
Transcribed Image Text:Cose 27: Housekeeping Guest Satafaction Scores 81 Case 27 Housekeeping Guest Satisfaction Scores Case Type: Head Case Main Subjects: Motivation, Rewards • Shakia Andrews, Executive Housekerper Who's Who: hakia was desperate. The guest satisfaction scores for the Housekeeping department have Sbeen extremely low for the past year. Though the Housekeeping management has been in place for several years, nearly all of the guestroom attendants have been employed by the Royal Hotel for less than two years. Shakia was ot sure what had caused the perceived level of service and cleanliness to suffer. 1. Why are the guest servine scores for the Housekeeping department usually low? 2 Housekeeping managers often valize that probably the hardest part of their job is to moti- vate their staff. Explain. 3. Where should Shakia begin to raise the guest satisfactions scores? 4. To maintain the comnitment of housekeepers, identify creative intrinsic' and extrinsic rewards Notes Intrinsie rewards are received by the individual daretly through tash performae (Satiatactiors denvnt trom the jb itself, such as pride n one's work a keting of accomplishment, or beang part of a team) "Extrinsic rewarde are ntemal to the job and pnvadai by the empluyer (Benefits provided by the employet, unu ally monry, prsthotian, e other benefits) Reterence Frye, W. D. (2007, haly/August) Determining why bousekeeping guest service sores ar kow. ne Bamu Chrona le, 3. Notes and Responses to Case Questions:
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