My question : I agree that employee and customer satisfaction are key in keeping a business thriving. When the employees are motivated, they will give their best efforts and willing to go above and beyond. With motivated employees, the customer experience is also improved as they will try to provide them with the service they are looking for in a business. If you were in a company that the employees were not motivated, what things would you implement to improve their satisfaction? For these employees, what kind of feedback could you provide to engage them and increase their motivation?

the reference is below article and citation :

Assignment 2 - Case study analysis (Cambridge Suites, Halifax)

It's undeniable that the hospitality and travel sectors will always be vital to human existence. A person's experience may influence his preference for a specific hotel chain, and he may choose to promote or not suggest that chain to his closest circle of friends, family, and coworkers. Guest satisfaction is ensured in the hospitality sector by treating each visitor as a treasured guest worthy of special attention and attention to detail. Workers in this field must have a strong sense of self-belief and a high degree of intrinsic desire.

Identify the real, root problem of this case:

When it first opened in 1987, Halifax was the undisputed leader in the hotel sector thanks to its innovative services and spacious guest rooms. However, based on his vast experience and significant education, hotel manager Paul Stackhouse predicted that the Cambridge suites would be affected by shifts in demand shortly (Ross, 1995). Therefore, he had to assume the role of leader and look for feasible options. To ensure Halifax's continued success, he has implemented Total Quality Management. This strategy will improve human resources management, involve all employees in the conversion effort, and keep them motivated through the implementation process by contributing to customer service and reflecting a good impression that exceeds their expectations.

Diagnose the fundamental cause(s):

The most significant factors contributing to the issue are the widespread acceptance of the concept of quality management, the improvements it promises to bring about to build lasting competitive advantage, and the possibility of assessing this concept accurately (Anuar et al., 2017). In addition, total Quality Management necessitates significant time and effort from all parties involved and the resources to implement the necessary strategies successfully; this will benefit the organization and its employees despite any potential resistance to or inability to successfully implement the required changes to the owner's limited resources.

Possible alternatives available to the partners:

I have faith in Paul's initiatives and the power of overall quality management to effect lasting change for the betterment of the business (Ross, 1995). But I believe the following essentials need to be worked on as potential other solutions:

First, you must always put your customers' needs and provide them with something special, so they will want to return.

Secondly, you will increase his job happiness and loyalty by making the worker feel like he is vital to the company's success.

Finally, Investment in the ongoing upkeep and development of the hotel's furnishings and fittings.

Evaluate their plan of action (decision/implementation):

I think the implementation of these steps will be easy if we do the following:

- Satisfying customers before, during, and after their visits via caring, attentive service. It will happen before they ever come when they are deciding which deal is best for them. Then, during their stay, you'll make them feel like royalty by planning their arrival, inquiring about their hopes and wishes, and devoting yourself to ensuring they get everything they could desire out of your palace. And after they leave by saying goodbye and inviting them back, activating the CRM system to track customers and soliciting their opinion on how their experience was and that their opinion contributes to improving the service in the future, keeping in touch on occasions and holidays, sending congratulations, and sending Suitable offers and discounts whenever possible. As a result, client loyalty grows, and the relationship between the two parties deepens.

- By making each worker feel like they own the company and have a vested interest in its growth and prosperity, by teaching them to provide customers with a beautiful experience that contributes to the continued growth and success of the activity for the benefit of all, and by rewarding them for their hard work, we can increase employee satisfaction and loyalty.

- Investing in the hotel's architecture and furnishings, even with minor modifications like rearranging the table, so that each set of rooms has unique amenities and the customer's stay is never the same.

-Offering enticing extras, including spas, fitness centers, and restaurants serving a range of cuisines, to make staying there more than worthwhile.

State the importance and relevance of the case to the study of business:

In several ways, this example is instructive for businesses:

- One of its main points is that it's crucial to keep workers motivated even through times of change. Businesses must encourage their employees to grow personally and professionally by giving them feedback, praise, and training opportunities. Human resource management (HRM) is essential for comprehending and inspiring a group's staff (Senyucel, 2009).

- Second, this situation illustrates the significance of using efficient methods of communication. Business leaders should actively seek and collect employee feedback.

- Third, we saw Mr. Stackhouse's plan of action to keep revenue and company volume from dropping.

References

Anuar, J., Sumarjan, N. & Radzi, S.M. (2017 September 30). Total Quality Management (TQM) practices: Challenges faced by hotel managers. Journal of Tourism, Hospitality & Culinary Arts

(JTHCA).https://fhtm.uitm.edu.my/images/jthca/Vol9Issue2/2-12.pdf

Ross, G. (1995).Cambridge Suites Halifax. Acadia Case Study Institute. Acadia University.

https://web.archive.org/web/20191027053042/http://aics.acadiau.ca/case_studies/cambridgesuites.html

Senyucel, Z. (2009). Managing human resources in the 21st century.Bookboon.com.

https://bookboon.com/premium/books/46d5ee13-0f5e-e011-bd88-22a08ed629e5