Importance Of Service Staff

Guest service staff needs to have a high degree of skill variety, including conceptual, physical, technical and people skills. With the conceptual skill, employees will be able to formulate the process and solve problems. The main task for guest service staff is to do various jobs to help with customers’ needs and understand the entire guest experience in diverse ways. To keep the flexible schedule, the staff must be organized and willing to be deployed wherever needed in their working period. Physical skill can be a requirement for guest service, because the variety of the job nature sometimes offers the physical challenge like moving heavy luggage in long distance or working and standing in long hours. Guest service staff works on check-in …show more content…
Another element devoting to the job enrichment is task identity, which indicates whether the job needs completion of a whole process or just a portion of it. Guest service staff has a low degree of task identity, because the whole guest experience in the hotel consists in many kinds of service in different aspects. Although the staff does different tasks, the great experience is offered by many service people in the hotel instead of one person serving from the beginning to the end. Task significance is decided based on whether this job will directly affect on the work or lives of other people. For the guest service staff who works on cleaning the rooms has low task significance, but front desk people who are responsible for facing customers and offering service will have a high degree. In the mix, with the medium degree of task significance, the detailed and trivial works done by guest service staff may not be important for the hotel as a whole, but these can have a huge impact on customers’ experience and the impression of the …show more content…
Although the flexible schedule of this job asks employees to move around and take jobs where ever needs them, the staff ultimately supervised by the manager to achieve the quality assurance. To help customers when they need, the staff answers questions and fulfill the needs of customers immediately and standardly. Autonomy connects to the responsibility for work outcomes directly. Under the certain serious control environment, people may follow the rules of how and when to do things, but people easily get sluggish when they need to be self-control. To avoid the assumption that the hotel hired unqualified employees, the staff needs to learn to avoid simple mistakes and stand out to take responsibility for what they have done. Seeing from management view, taking responsibility is also a representation of willingness to take major