Sample Surveys and Interviews

Two different surveys/interviews will be conducted in order to determine the training needs for the front desk staff. The first will be a Likert survey of hotel guests checking out during a two-week period. While not a statistically random sample, guests will be given a short questionnaire regarding their experience with the front desk staff. The Likert scaleùfrom 1 to 5 with five being most satisfiedùwill be used to determine how satisfied guests were with their front desk experience. This will include checking in, checking out and their overall experience. Guests will also be able to add comments in a free-form section at the end of the survey; this will provide additional information that will help develop the training program. Likert surveys can be helpful at identifying areas in which the hotel is deficient (Ellis, 2004). Survey questions are included at the end of Part 1.

Interviews will be conducted with front desk employees and supervisors to determine what they believe the property's strengths and weaknesses are from a front desk perspective. This will include whether employees are comfortable with the training they have received on the property management system, the telephone system, and whether they feel competent answering concierge-type requests. Supervisors will be asked the same questions during the interview process about themselves as well as their staff. By comparing

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t desk's ability to provide information about the hotel. This indicates that the front desk could benefit from additional training in the processes such as check-in and the amenities provided at the hotel. Most of those responding did not use the concierge; those who did use the concierge services did so to arrange tickets to a show. This indicates that the property is missing a key opportunity to sell amenities to its guests. This hotel attracts frequent travelers, and was even split between those who are traveling for business and pleasure. Front desk personnel can be trained to determine during the check-in process how to assess the needs of the guest and offer hotel amenitiesùboth free and payùthat will meet the needs of the guest. Despite the lackluster performance of front desk personnel, most of those surveyed indicated that they would stay at the hotel again in the future. This provides good incentive for the hotel to train its employees in order to receive additional revenue from each of its guests, and to improve the overall guest experience so that the guests will recommend the property to their friends, as well. Not surprisingly, the interviews with the front desk employees and supervisors revealed key differ
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Some common words found in the essay are:
Strongly Agree, Buckingham Vosburgh, SURVEYS INTERVIEWS, DESCRIPTION ACTIVITY, INTENDED OUTCOME/OBJECTIVE, INTENDED AUDIENCE, Guest Relations, ESTIMATED DURATION, EVALUATION METHOD, ACTIVITIES Follow-up, front desk, = 5, = 4, front desk personnel, desk personnel, 10% =, 5% =, 20% =, 10% = 4, = strongly, additional training, = 4 5%, 4 5% =, 4 10%, 10% = 5,
Approximate Word count = 3227
Approximate Pages = 13 (250 words per page)

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