Katisha Hotel Performance Improvement Plan: Staff Retention & Guest Satisfaction

Katisha Hotel Performance Improvement Report

As requested at the Board meeting of March 14^th, here is my report.

Report Objective and Structure

The main aim in writing this report is to bring Katisha Hotel in line with the other hotels in the group. It is based on the last meeting with the Business Development Director of GS International and on the graph we have seen. This report will review the most important problems that are currently impacting efficiency and causing us to lose our most valuable assets. I have divided the report into three sections: Background, Findings, and Recommendations.

Current Challenges: Staff Attrition and Demotivation

Declining Staff Retention

As discussed in the last meeting, we are losing our skilled managers to other hotels, and there is a potential loss of the middle management layer. Staff motivation has fallen again, and as a consequence, guest satisfaction levels are at an all-time low. We are facing a deteriorating situation and need to take measures to rectify it.

Impact of Staff Demotivation

It appears that staff demotivation is being caused by uncertainties among middle managers, and this is resonating with front-line staff. This has led to a situation where customers are less inclined to stay at our hotel. Consequently, guest loyalty is declining, and the company is losing its reputation.

Recommendations for Improvement

To summarize, I suggest that the company implement new measures to increase staff motivation, with the hope that by year-end, Katisha Hotel will align with the performance of the other hotels in the group. My specific recommendations are:

1. Employee Retention Strategies: Offering perks rather than solely relying on salary increases can be an effective way of retaining employees in a traditionally high staff turnover industry. This includes reorganizing hotel staff to provide an advisor for teaching and training the most inexperienced employees, and implementing length-of-service recognition or bonuses.
2. Enhanced Communication: Implement regular briefings and weekly meetings. At every shift change, the supervisor will provide a brief update on the situation to keep those starting the shift informed (e.g., about VIPs, room issues, amenities). Additionally, weekly meetings between the General Manager and department managers should be held.
3. Staff Recognition Program: Establish a system to recognize employees for outstanding customer service at staff meetings, on the HR bulletin board, and through peer recognition.

Next Steps

Please review the full report and provide your comments as soon as possible. These will be sent to all departmental managers in time for the next meeting. Please feel free to contact me if you have any questions.