Of The Renaissance Montgomery Hotel And Spa At The Convention Center

The Renaissance Montgomery Hotel and Spa at the Convention Center (RMH), is a top-notch hotel however, the training could use some innovative change. The training at the RMH is outdated and struggling. The main issue at this location is communication throughout the chain as well as structure. Employees should not anticipate what he or she should be doing; instead they should know and understand what the expectations are. Handbooks (Appendix A) are given out but not taught and compliance is not enforced. To understand the training, one could use the Strengths, Weakness, Opportunities and Threats (SWOT) method pictured in Appendix B. Strengths at the Renaissance include competitive pricing, experienced and understanding management, location and …show more content…
In order to further understand the present training for Banquet Employees a detailed analysis is given in each position. Managers are trained or given advice by other managers or directors. The Event Concierge is usually trained by the existing concierge or by a manager. This position is a solo position specializing in guest contact. The position requires extreme attention to detail, excellent communication skills, professional presentation, flexibility, workability, and sustainability. This job requires time management skills as well as determination to make the clients happy. The client expects the best and will get the best. The Event Concierge is responsible for many duties including keeping up with bills that clients need to sign and relating information to management as well as the houseman. The Event Concierge also assists managers overseeing banquet functions and houseman duties as well as banquet server duties. The Event Concierge also attends Banquet Event Order (BEO) meetings as well as Food and Beverage meetings. It is important to be on time in this job function because everything depends on the happiness of the client. This job will be helpful in all sections of the hotel or restaurant. At this particular location there is only one person in this position at one …show more content…
This practice is similar to the Ritz Carlton method but the Ritz Carlton provides their employees the latitude to compensate guests by giving their employees three thousand dollars a day to take care of whatever the guests needs might be. RMH wants the issues resolved but does not give the employees any tools to help satisfy the guest. Since employees cannot comp guests or provide creative resolutions, managers should be notified and respond to the problem taking the employee out of the equation. Another option is for employees to call the Event Concierge for help. The Event Concierge is better trained to intervene and address the issues of unhappy guests. If the Event Concierge cannot satisfy the complaint, management is to be