Help for how to handle untrained staff in the housekeeping department in the hotel industry.    I mean, staff who are untrained and uneducated create a lot of problems in handling guest...

Help for how to handle untrained staff in the housekeeping department in the hotel industry.

 

 

I mean, staff who are untrained and uneducated create a lot of problems in handling guest complaints or lack understanding the situation. I can't fire them as it's difficult to get staff here. Suggest how to train or handle them.

Asked on by bhutia

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stolperia | (Level 1) Educator Emeritus

Posted on

It sounds like you need to develop a training program or procedure to address your concerns. Start by recording specific incidents - exactly what happened, what is the complaint, what did the staff member do that was inappropriate? As your list grows, you should be able to identify patterns that indicate the most common problem areas.

Once you have an understanding of the most frequent problems, you can start determining how to help your staff members respond more appropriately to those situations. This may involve direct teaching of different ways of acting; creating role-model demonstrations to help them see and hear other, more acceptable approaches; providing advanced language instruction to help with communication skills; giving more detailed orientation regarding the expectations guests bring with them when they come to your facility; helping staff members to appreciate that happy guests allow your hotel to continue to have business - which means they continue to have a job!

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