Diffrence Between Ethnocentrism and Cultural Relativism
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Service industry is the tertiary industry in currently development in the world. Service industry also is a big industry that includes tourism service, hospitality service, business service, product service and financial service. In tourism industry or hospitality management, services skill is very important sector. Nowadays, hospitality and tourism develop faster and faster, the problems in service are more and more.
There are the major problems in service.
Firstly, lots of staffs with poor communication skills that cannot serve customer properly. Poor communication skills include poor ability of observations, poor languages, lack ability of talking.
Secondly, bad attitude expressed from the staff to the customer. Such as, staffs do not show the smile face, and when customer call them that they ignore it.
Lastly, employees work in hotel or company with lack of training. Poor experience in tourism and hospitality management is suffering losses.
There are some solutions for above problems.
First solution is that staffs do more professional training to improve their communication skills.
Secondly, according to attitude is personal ideology, improvement of personal quality is a good way to solve attitude problem as well.
Final way for solving of staffs with lack of training is that staffs do more training of knowledge and practice in tourism and hospitality management.
Implementation of solutions
Firstly, the Human Resource (HR) department has good plan for staffs Secondly, the HR department can set up a reword for the staff that who has the best service quality and attitude that is by customer voted.
Finally, the HR department should plan a good time schedule and good training lesson to train staff effectively.
Introduction to Case
* The background of case
The case is happened in a four-star hotel, which call Allson Hotel in Singapore. Staff Ms Chng Poh Kee who works in Allson Hotel as an assistant housekeeper, she spent two days to help a gust to find a shopping bag that the gust left personally (Choo 2011). She shows her profession, enthusiasm and responsibility to customer. She shows the quality of service that is a hotels staffs should have. A good hotel should have this kind good staff to give customer a home-feeling in hotel to attract more visitors to improve hotels profit. A good staff will know that what customer feeling is and what customer behaviour is. A good staff will help a hotel earn a lot of profit that is why nowadays more enterprise rewords staff with good service.