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  • Action Plan and Gap

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    Shaneel Narayan
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    The document outlines action plans for various departments in a hotel to improve service recovery. It includes timelines, resources, and KPIs for the front office, housekeeping, food and beverage, IT/engineering/maintenance, and management departments from January 2022 to February 2023. It also includes a SEVERQUAL and GAP analysis identifying gaps in reliability, responsiveness, assurance, empathy and tangibles across departments and recommends solutions such as training programs, equipment upgrades, and using a VRF HVAC system.

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    Analysis plan

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    The document outlines action plans for various departments in a hotel to improve service recovery. It includes timelines, resources, and KPIs for the front office, housekeeping, food and beverage, IT/engineering/maintenance, and management departments from January 2022 to February 2023. It also includes a SEVERQUAL and GAP analysis identifying gaps in reliability, responsiveness, assurance, empathy and tangibles across departments and recommends solutions such as training programs, equipment upgrades, and using a VRF HVAC system.

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    © All Rights Reserved
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    16 views3 pages

    Action Plan and Gap

    Uploaded by

    Shaneel Narayan
    The document outlines action plans for various departments in a hotel to improve service recovery. It includes timelines, resources, and KPIs for the front office, housekeeping, food and beverage, IT/engineering/maintenance, and management departments from January 2022 to February 2023. It also includes a SEVERQUAL and GAP analysis identifying gaps in reliability, responsiveness, assurance, empathy and tangibles across departments and recommends solutions such as training programs, equipment upgrades, and using a VRF HVAC system.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    of 3

    Action Plan

    Department  Timeline Resources Service Recovery


       
      - Employee
    Front Office 01/11/2022 – 31/12/2022 A. OAG Staff Training & Development (OAG Staff Training &
    empowerment
    (Front Desk Manager) Development Guideline, n.d.) & motivation
      - Employee
    B. UI Configuration (Revfine.com, 2022) performance
      - Improved
    C. Proper Database Management (Business News Daily, n.d.)
     
    technology
    D. Customer Satisfaction Awareness (Poranki, 2015) - Improved
      health & safety
    Housekeeping 01/11/2022- 30/12/2022 A. Knowledge training, practical training and follow-up and evaluations - Improved
    (Housekeeping Manager)   maintenance;
    B. Create a cleaning plan
     
    energy and
    C. Use of technology (Contactless checkout) (ZDNET, n.d.) water
    consumption
    D. Deploy maintenance checklist
      KPI
    Food & Beverage 30/12/2022 – 30/01/2023 A. Redesign the menu - Occupancy rate
    (Restaurant Manager)   - ADR
    B. Review of current pricing strategies - LOS
     
    - Guest Satisfaction
    IT, Engineering & Maintenance 31/11/2022- 01/02/2023 A. Improve HVAC systems - SWOT Analysis
    (IT Manager)  
    B. Use professional equipment
     
    Management  30/12/2022- 30/02/2023 A. Management Essentials Program (online.hbs.edu, n.d.)
    (GM & HR Manager)  
    B. Australia Pacific Training Coalition (APTC) for staff
     
    SEVERQUAL and GAP Analysis
    Departments Gaps Dimensions Recommendation
    Front Office
    - Reservations 1 Reliability
    - Customer Service 2 Responsiveness

    Housekeeping
    - Mold 1,2 Reliability, Responsiveness

    Food & Beverage Reliability


    - Average food quality 1,2,3 Responsiveness
    Assurance

    IT & Engineering VRF HVAC System. (variable


    - Air con 1, Reliability refrigerant flow), a single outdoor
    2 Responsiveness condensing unit connected to many
    indoor units, like fan coil units at entry
    foyers or bathrooms
    Management 5 Reliability
    - Poorly trained staff Responsiveness
    - Lack of response to customer Empathy
    issues Assurance
    Tangible
    bibo
    ZDNET. (n.d.). Contactless checkout: Why it’s coming to the bodega before the chain store. [online] Available
    at: https://www.zdnet.com/article/contactless-checkout-why-its-coming-to-the-bodega-before-the-chain-
    store/ [Accessed 18 Oct. 2022].
    ‌
    online.hbs.edu. (n.d.). Online Management Course | HBS Online. [online] Available at:
    https://online.hbs.edu/courses/management-essentials/.
    ‌
    Poranki, Kameswara. (2015). The Impact of Brand Awareness on Customer Satisfaction: A Case Study of
    Godfrey Phillips India Limited, India. Research Journal of Social Science & Management (RJSSM). 5. 38-44.

    Business News Daily. (n.d.). Grow Your Business: Articles, Insights and Guides - Business News Daily -
    businessnewsdaily.com. [online] Available at: https://www.businessnewsdaily.com/grow-your-business.
    ‌
    Revfine.com (2022). Front Office Technology: The Latest Tech for the Reception Department. [online]
    Revfine.com. Available at: https://www.revfine.com/front-office-technology/.
    ‌

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