MBA 533 Human Resource Management - 1252 Words

Assignment 1 January 9,2014 MBA 533 Human Resource in Management Strategic initiatives of an organization starts in understanding the importance of people. Some characteristics of strategic HRM are performed by line managers, who are the party responsible for human resources. The objective of a line manager is to improve the understanding and strategic use of human assets. The role of the managers are to lead, inspire the employees and understand them as human beings. There is no set time for the accomplishment of a firm to train an employee to the level the firm wants. Every person is different and some may only need a short period of time to adjust, some may need a intermediate time to adjust and we have others who can take†¦show more content†¦In the job where I am currently working it has been very obvious how some supervisor see an employee as an asset and how other supervisor sees them as a person that comes and goes. Those supervisors that seem not to care for their employees and just lets them go without no signs of caring for the firm are the supervisor who have the worst ratios in turnovers. A managers must have developed leadership skills in order to inspire the workers to achieve the firm goals. If a manager can not inspire the employees to do better each time or to realize the good work their employees are doing than on that aspect is negative for the firm. In order for a top manager to be effective it is important to understand how to develop a strong planning skills. In the firm that I currently work for my manager on a weekly basis sits with our unit to discuss a planner for the week and she is not the only one talking. My manager expects for each one of us in the unit to put our inputs in the weekly planner. That skill proofs that we are also an important assets to the firm and makes us feel that our ideas count. In other organizations that I have work for, the leaders are only for themselves. If you ask to many questions, you feel in the air theShow MoreRelatedStrategic Organization Initiatives vs Hr Approaches Essay794 Words   |  4 PagesASSIGNMENT 1 LARA Z. ALTINOK MBA 533 HUMAN RESOURCE in MANAGEMENT Instructor: Dr. George Zagursky Introduction This paper will analyze two strategic initiatives of an organization and how they match up with the HR approaches. Many organizations realize that it is their people who bring them a competitive advantage in the marketplace. Well planned HR management policies and practices are one of the common denominators of successful organizations. 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Accessed: 27/11/2011 04:22 Your use of the JSTOR archive indicates your acceptance of the Terms Conditions of Use, available at . http://www.jstor.org/page/info/about/policies/termsRead MoreStrategic Human Resource Management View.Pdf Uploaded Successfully133347 Words   |  534 PagesVIEW Strategic Human Resource Management Taken from: Strategic Human Resource Management, Second Edition by Charles R. Greer Copyright  © 2001, 1995 by Prentice-Hall, Inc. A Pearson Education Company Upper Saddle River, New Jersey 07458 Compilation Copyright  © 2003 by Pearson Custom Publishing All rights reserved. This copyright covers material written expressly for this volume by the editor/s as well as the compilation itself. 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What Makes A Good Leader - 1271 Words

What is a good leader? Often, when we think of a â€Å"good leader†, we think that they must be good people. We associate the word â€Å"good† with empathy, ethics, being honourable, and morality. Because of the implication of the word, we have a skewed and biased understanding of what makes a â€Å"good† leader. Instead, I want you to think of what it means to be an effective leader. This removes the bias that comes with the word good. So, what is an effective leader? Being a visionary, being persuasive or inspiring, and achieving set goals are hallmarks of effective leadership. An effective leader does not need empathy or ethics. An effective leader has a vision; he knows what he wants and how to get there. His goal must be obtainable yet worth working for, and he has to know how to work towards his objective. â€Å"†¦leadership success always starts with vision. John F. Kennedy famously dreamed of putting a man on the moon. Eleanor Roosevelt envisioned a world of equal opportunity for women and minorities†¦. Compelling visions can truly change the world† (john ryan, forbes) Fidel Castro had a vision of a better country. With the help of his brother, he started a revolution to change the current government. As president, he wanted free education to be available for everyone, better healthcare, and economic growth. He wanted to abolish corruption, eliminate prostitution and end legal discrimination. His vision was enough to inspire thousands of people to support him. He had goals that wereShow MoreRelatedWhat Makes A Leader A Good Leader? Essay1528 Words   |  7 PagesWhat makes a leader a good leader? If being a leader was an easy task, then anyone would become a leader. In order for an individual to rise above others and become a good leader, they need to acquire a few personal skills and characteristics. 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Sony Ericsson Swot Analysis Essay Example For Students

Sony Ericsson Swot Analysis Essay Sony Ericsson SWOT Analysis Strength Diversity among products. Sony as a brand name. Weakness Lack in understanding Customer Preferences Less technology advancement Lack of user centered designs. Lack of Brand awareness globally Opportunities Mobile phones market in developing High % of young market Strong Customer demand for innovative product High Disposable income in emerging markets. Network capabilities and low tariff of service providers. Threats Landline penetration and introduction of Sky phones for rural areas. Intense competition. Bargaining power of consumers. The Marketing Mix and Product Strategy Key marketing strategies which are identified:- The products should be stylish and in with the current trend and technology. One of the noted trends is the ‘only touch screen mobile handsets, with the advent of iphone from Apple and a phone from the LG- Prada tie-up. If the emerging markets and trend are focused, then style would play a major role as the Nepalese consumers are mostly young adults with an increasing amount of disposable income and they look for brands which are fashionable, especially. Sony Ericsson should be differentiated according to pricing. With heavy competition cutting down on the profits, Future Tech (Sony Ericsson) should look into new markets using the penetration pricing technique and create a new market segment, like what Nokia did in India with their Nokia 1130 mobile which was a dust proof phone with a torch. Product differentiation could be done on the basis of the respective bundling; if it focuses on music player then it should be placed in a separate category from the handset which has camera as its specialty. The emphasis should be given to direct marketing and customer relationship management (CRM). ) The Marketing Mix and Product Strategy A key part of brand development is making your brand more instantly accessible in memory and thats what product placement does. So, placement should be utilized in the digital media to make a mark on the customers psyche. Also, strategic placement of advertisements in youth oriented program to target teenagers. The product needs to be placed strategically in such a way that customers treat it as a status symbol and a fashion statement. This could be done by direct marketing in mega malls and boutique shops, to improve the brand image. Future tech should endorse local film stars and athletes for their products and not go for international stars, which the local people wouldnt be able to relate to. Physical settings of the showroom should be trendy and modern to give the general impression of the brand. It should not just confirm to the assumptions of the consumer but also delight them. The mobile phones should also be placed strategically such that the best phones should be in the front and the cheapest at the back. The employees dealing with the customers should be given special training as to how to be presentable, pleasing, and well-mannered and how to handle the customers efficiently. The training would set a certain standard across all outlets and increase the consumer satisfaction The Marketing Mix and Product Strategy Warranty and Insurance Sony Ericsson units come with a standard 1-year warranty for parts and functionality and 6 months for battery. The warranty excludes cosmetic damage whereas replacement casing may be purchased and then applied free of charge in Sony Repair Centers. For the holders of Sony Ericsson Privilege card, there is an option for upgraded warranty by payment of a nominal charge. Insurance is a new terminology in Mobile market, but it is very effective tool globally. Future Tech should tie up with some insurance company for insurance of mobile phone. ( it is a value added strategy or marketing gimmick to attract customers). After Sale service Service Plus Future Tech should heighten its already excellent customer service to further differentiate it from competitor brands. In order to align itself with the various needs of its clientele, there will be a provision for different ‘Tiers of Service for Sony Ericsson Privilege Card holders silver / gold / platinum. The Card tiering will be contingent on the points accumulated. Sony customer care service centers promise a one-day maximum period within which to respond to queries. Taking advantage of the client contact which this entails, service representatives handling repairs may extend the option of loaning temporary units at a nominal charge until the users phone has been completely repaired. Future Tech will also provide assistance to clients who need to retrieve data or contact numbers from damaged units. These servicing station should be very visible and in major outlets as well. Branding/Rebranding For Sony Ericsson to boost it’s the corporate identity, it is recommended the re-branding of mobile phones under the umbrella brand, Sony. The concept is similar to that utilized by Motorola (Moto-Razor, Moto-Flip, etc. ). This strategy will help leverage upon the existing strong brand equity of Sony in the appliance industry, as well as its reputation for product innovation. ). This not only reinforces the existing brand awareness of Sony but also tells customers about what advantages Sony Ericsson mobile phones are capable of bringing to them. It is proposed to establish strategic partnerships that will help Sony Ericsson reach the primary target market as well as the secondary target market more effectively. This will help create a stronger brand recall for Sony Ericsson mobile phones in each category. In addition, a club of Sony mobile users and users of Sony home appliances with cross-product discounts, and membership perks in other establishments will be provided upon purchase of the said appliances. For instance, a customer will be entitled to a certain number of credits which may be used in purchasing a Sony Ericsson mobile phone when he purchases a television. Launches: Any new product launched by Future tech should be talk of the town. The launch should be carried out with press meet and backed up with huge media campaign. Pricing Policies: Future Tech retail price will be issued to the distributors for strict implementation. Strict monitoring will be implemented to ensure that retailers would not dilute the brand by selling it at a lower price The Marketing Mix and Product Strategy Distribution Strategy Existing Distribution system Sony Ericsson’s current distribution system consists of one national supplier who acts as exclusive distributor agent to the Nepal. This supplier distributes to: a. 3 Concept Stores which are Future tech own store and display ONLY Sony phones. b. Over 150 Authorized dealers which are multi-brand stores The problem of ‘Grey market is huge due to a VAT to be paid to government Channels Members: Proposed Distribution System In order to increase sales volume and market share, the following alternate distribution model is proposed: Traditional Distribution Channels Marijuana Persuasive EssayThe objective of sales promotion is to induce purchase as well as to retain existing customers by providing special incentives for Future Tech customers. It is specially encouraged that Future tech should tie-up with corporations to allow discounts for employees. This promotion move will prove to be highly effective as the primary target segment is the young working professionals. This is an ideal strategic tie-up as it will certainly generate sales volume as well as brand awareness. There is no better advertising strategy than word of mouth advertising. In addition, there will be strategic tie-ups with TV, FM. For example, audience tuning to Kantipur TV programs answering questions correctly given after the end of the program can get Sony Ericsson mobile phones as prizes. In turn, KTV will indirectly promote Sony Ericsson brand awareness by mentioning the Sony Ericsson as prize-givers. For music stores: customers purchasing CDs, VCDs, DVDs from music stores will get their points added in their. Sony Ericsson Privilege Cards. Kiosks located in the business district will be geared at promoting the new line, Executive series. This will bring us closer to our primary target segment. Sales Promotion or Sales Tactics Sony Ericsson Privilege Cards: Sony Ericsson Privilege Cards forges a community of Sony Ericsson customers. This club is not only exclusively for Sony Ericsson mobile phone users but also for users of other Sony Ericsson products. It is aimed at strengthening corporate identity. Based on the amount of purchase, there will be 4 tiers of membership: 1) Regular, 2) Silver, 3) Gold ; 4) Platinum. Promo mechanics will operate along the lines of purchases entitling customers membership in Sony Ericsson Privilege Cards. In this system, customers may earn loyalty points commensurate to the amount of their purchase. Upon accumulating a certain number of points, their membership will be upgraded to Silver or Gold status, allowing them increasing privileges. Sony Ericsson Privilege Cards membership will provide customers many benefits. First, redemption of loyalty points will be in the form of discounts among an extensive range of Sony Ericsson or Sony Products. Depending on level of membership, customers may avail of offers for extended warranties and product service. Members may also earn points on the surrender or exchange of Sony Ericsson products which they intend to replace. Replacements can then be purchased at a discount, using loyalty points as credit. Special promotions and exclusive discounts will be exclusive to members of the Sony Ericsson Privilege Cards. Sony Ericsson Privilege Card Club will be beneficial not only to customers, but to the company as well. The club will create sustainable strong brand loyalty, promoting customer advocacy and stronger repeat purchase due to perks and conveniences. The Sony Ericsson Privilege Cards Club will be an ambassador for Corporate Social Responsibility, a medium for communicating Sony Ericsson’s social responsiveness to the public. Members will be made aware of Sony Ericsson’s initiatives of proper disposal of hazardous parts via notices which accompany promotional letters, emails, and text messages Sales Promotion or Sales Tactics Public Relations: Sony Ericsson should embark on the program Batteries Return. Most of the time, when the battery is no longer usable, customers will just throw away and therefore cause damage to the environment. Future Tech should practices Corporate Social Responsibility by asking its customers to return its batteries and to reproduce/or discard them so as not to damage the environment. In return, customers will be able to add in Sony Ericsson points for their Sony Ericsson privilege Cards. This action plan will no doubt be receiving coverage from media such as television/newspapers of this action program is to project Future Tech as a green corporation and that people in the Sony Ericsson community care greatly about the environment. Sales Promotion or Sales Tactics Dealer Commission Dealer commission to be at par with Competitors and additional commissions on cash purchase bulk lifting to be given to the dealers. Additional 1% bonuses on total turn over to be given if achieved 100% target which is additional to target bonus. Incentives to Sales persons Model wise sales wise incentives to be given to the sales persons to motivate them. Participations in trade shows and fairs To get the word out about our product we will participate in market and trade fairs in different parts of the country. Trade shows in Nepal are no longer based on strictly industrial goods and the business class. Today, the biggest trade shows are organized for the middle income group and more towards household groups that fit into our target market These Trade fairs will provide us with an incredible opportunity to get in touch with the real end consumers and to understand the needs and also what their demands of our product are. Continuous Training Programs on sales and Marketing Programs related to sales and marketing to be conducted on regular basis so as to ensure that sales team is motivated and are not new to the innovation and ideas of the world. Direct Marketing or mass mailing It is recommended to have a tie up with different commercials banks and magazines to distribute our product leaflets and schemes to their clientele.

Hotel Operation Management free essay sample

Hospitality is an undeniable aspect of the civilized world as testified by various literatures from all over the world. A warm and friendly reception of guests is considered as mandatory by many cultures around the world. Albeit, the face of hospitality changed drastically according to changing times to become more financial oriented, the basic aspect of hospitality still remains the same. With the growth of travel the hospitality industry grew by leaps and bounds. This essay tries to look at the hospitality industry from its humble beginnings to the ultra modern hotels and mind boggling technologies of the future. At the same time it also tries to identify the growing problems that the industry managers are increasingly forced to handle on a daily basis. The contemporary trends to attract customers and the challenges while doing so are the other main aspects of the essay. Hospitality in its most basic form would mean providing service to others and the art of being hospitable. The hospitality industry has its roots right in the ancient times. Right since the ancient Greek and Roman times there have been instances of travelers and also guest rules and facilities. The middle ages gave birth to the idea of inns that provided safety, security, food and accommodation to the guests. But, these were typically in private homes. The concept of established and institutionalized hospitality can be traced back to the opening of the Savoy Hotel with Cesar Ritz as its General Manager. However, it was after the Second World War that travel boomed. The other main reason for the drastic increase in travelling was the emergence of globalization that necessitated the concept of frequent travelling. Along with this, the cross-continental travel, facilitated by the Trans-Atlantic flights, was another important reason for the boom in the international travel which resulted in the rapid growth of the hospitality industry. Hospitality would mean receiving and treating strangers as guests in a warm and a friendly way. This would entail welcoming the guest and providing consistent and quality service. The hospitality industry performs a similar function, albeit in an institutionalized manner. Although many a times, the economic aspect of the hospitality becomes the primary driving force of the industry; the first motive should ideally be providing excellent and affordable service (Hogan 2008). The business dictionary defines hospitality as, ‘hotels, motels, inns or such businesses that provides transitional or short-term lodging, with or without food (Business Dictionary 2013). This definition encompasses the two main aspects of the hospitality industry; lodging and boarding. However, the most important aspect of the hospitality industry is its inclination towards guest satisfaction; indeed, to provide a service of a ‘home away from home’. This can be only achieved by providing exemplary service that focuses on exceeding the expectations of the guests. The hospitality industry may be widely regarded as an institution providing food and beverage; but, the greatest profits for the hotels are from the sales of rooms which is a service and not a product as it is resold daily and if not sold is a perishable commodity. Service is an essential part of and industry. Providing quality service is of utmost importance especially in the context of the hospitality industry, which is primarily regarded as a service industry. Service can be defined as a type of economic activity that is intangible, is not stored and does not result in ownership. Service is consumed at the point of sale (Investorwords 2013). This means that service is not just a product that can be pre-packed and sold over the counter. It involves a human aspect that makes the delivery of consistent and efficient service such a difficult task. This aspect of intangibility along with inseparability is a practical problem for the managers. Because, different people respond to different situations differently and the service that takes place between the consumer and the provider is generally irrevocable by nature. This makes the task of the managers very difficult in their endeavor to meet rising customer expectations. This phenomenon of rising customer expectations is a direct result of the growth of the global hospitality industry. The rising competition dictates that the competing hotels constantly try to outsmart each other in providing excellent guest service to ensure repeat guests. The physical aspects of the hotels cannot be changed: but, the service standards can be constantly raised to create a niche for the hotel. The current global scenario of the hospitality industry dictates that the customer is king and due to this rising competition one of the main concerns of the contemporary manager is the aspect of differentiating ones hotel from the competition to emerge as the winner in the race to attract customers and win their loyalty. Providing excellent customer service by meeting guest needs is not the only thing expected at present. The current demand is to exceed customer expectations by anticipating their needs and working towards fulfilling them (Scribd 2012). The other main factor that fuels this tendency is the fact that the contemporary customer is not really brand loyal as of old. They will have a set budget and due to the rising number of hotels will choose the hotel that provides the guest with the maximum value for money. Therefore, proactive measures to increase the efficiency of the service staff to be more empathetic towards the needs of the guests are required. At the same time adding value to the stay of the guests by providing them with various facilities and amenities like high speed internet connections and Wi-Fi zones in the rooms and other public areas of the hotels, spa services, gym and fitness centers, multiple fine-dining options are considered mandatory by hotels to achieve complete guest satisfaction (Victorino et al.2012). However, care should be taken to ensure that the services being provided are the ones that tackle the core necessities of the guests; otherwise, there is a possibility of the facilities to become mere add-ons having little or no relevance to the needs of the guests, therefore having no positive impact on the guests. The proposed new facilities should also stand the test of financial feasibility. In spite of all this, it remains a fact that service innovation is very important not only to meet guest needs but also to exceed guest expectations and provide a unique and amazing experience to the guest; this will ensure repeat customers and inspire brand loyalty. The changing landscape of the global hospitality industry tends to inspire imitation of the successful strategies employed by the competing hotels. In such a scenario, the upcoming hotels have the strategic advantage of bringing in better facilities than the existing competitors. However, this can be countered by ever increasing service standards by the method of service innovation. This has been hailed as the most comprehensive way to deal with the increasing changes (Wood and Brotherton 2008). Service innovation was comprehensively defined by Forfas (2006) by defining service innovation as a new or considerably changed service concept, client interaction channel, service delivery system or technological concept that individually, but most likely in combination, leads to one or more (re)new(ed) service functions that are new to the firm and do change the service/good offered on the market and do require structurally new technological, human or organizational capabilities of the service organization. This definition throws light upon the various functions that the concept of service innovation plays in the hotel’s evolution towards being a model of guest satisfaction. Service innovation can be in something as little as garlanding the guest when they enter or providing the guests with facilities for in room check-ins that will nullify the need of long queues and also add the personal touch and warmth of human interaction to the otherwise mechanical aspect of guest check-ins. Introduction of new services by product development like the usage of advanced technology in the form of I-Pad controlled rooms are another aspect of service innovation that can be utilized effectively to add value to the stay of the guests. Another way that the new innovations can be used to please guests is by combining them with existing services. For example, newspapers are traditionally provided by hotels to their guests on a daily basis. Along with this, electronic copies of international journals can be provided to the guests on demand; thus, effectively increasing the guest satisfaction without increasing the costs incurred. The existing facilities like the pool, spa, fitness center and the transport services can be combined in innovative ways to cater to the needs of the different customer segments. Other innovations that are not capital heavy like flexible check-in and check-out potions and childcare facilities require minor adjustment in the staff working and other policies; but, can have a huge influence on the psychology of the guests. Making the stay of the guests a memorable one can be achieved by using technologies like customized room decor. All of these measures are driven by a continuous need of the hotel to innovate and achieve guest satisfaction (Victorino et al. 2012). But, the main problems of trying to achieve guest satisfaction by service innovation are the possibility of redundancy or financial infeasibility. Therefore, the managers have to be very careful that the focus of the hotel remains as the satisfaction of the guests and not just continuous innovations. The hotels have to understand the needs of the guests by using various techniques like their feedbacks and also utilize surveys to ascertain the most necessary facilities and services and then implement them. Development of a target market will be a huge boost to the strategy of the hotel as it will allow the hotel to develop its services according to the needs of this target clientele (Karmakar 2004). The rapid spurt in technology is another main reason for the need for continuous change in the service requirements of the hotels. Technology is the most recent form of innovations and it forms an indispensable part of the hospitality industry. Technology is present in all the aspects of the hotel and is rapidly developing each of its functions. This is apparent in the quick addressal of guest needs by an intranet network that allows the staff to promptly take care of the guests’ needs. New technological developments in the kitchen like molecular gastronomy can work towards the complete guest satisfaction. But, in spite of all these technological advances in all the fields, the most important development has been that of information technology. Information technology has impacted all the aspects of the hotel and affects all the functions of the hospitality industry like guest relations and marketing. Information technology has become an indispensable part of the hospitality industry by restructuring every aspect to achieve maximum efficiency (Highbeam Business 2012). Customer segmentation, defining and forecasting consumer flow and thereby the marketing strategies of the hotel, and regulating the workforce are all achieved in an optimum way with the help of information technology. Thus, the widespread use of information technology has been the most important innovation in recent times. The hospitality industry can benefit a lot from this growth in the information technology. They can utilize various tools like websites, blogs, and social networking sites to promote their hotel and carve out a place for themselves in the market. The traditional modes of advertising have given way to the quicker and more efficient way of modern day marketing. Online advertising has many benefits like a global reach and also helps in cost cutting. Online reservations and ticketing have opened up seemingly unending vistas for the growth in the modern day travelling. It has increased the ease and at the same time has helped the hotels by increasing their client base. Customer feedback is also sought online and this helps the hotels to continuously innovate, improve and modify their service offerings and standards. The growth in the field of information technology, though very good for the hospitality industry, has its own drawback that has to be considered. The continuous development in the technology means that the larger hotel chains that have tremendous resources at their disposal can continuously innovate and implement the latest technological advances (Victorino et al. 2012). But, this has negative implications for the smaller hotels as they have to  cope up with the rising customer expectations but will not be able to financially support the upgrades. At the same time, technology, though efficient, has the tendency to remove the human element out of the guest operations that can severely impact the guest perception about the hotel. Therefore, the hotels have to continuously strive to achieve a correct balance between the efficiency of the automation and also the warmth of the personal touch while dealing with the guest needs. Service customization is a recent development in the field of service innovation. Service customization dictates that the services of the hotels should be altered and streamlined according to the needs of the guests. Examples of service customization will be the personalization of the room decor according to the specific demands of the guests or providing the guests with meals that have been prepared according to their instructions and using the ingredients of their choice. Providing pet care options is another example of service customization where the guest is provided with the services of his choice. But, it is not easy to implement service customization as it will require very flexible staff and customer policies and may also require extra staff to take care of the specific needs of the guests. Though the concept of service customization can result in high levels of guest satisfaction, it has also many problems that need to be considered. Implementing new methods of service customization will entail making drastic and sweeping changes to the operational strategies and may result in challenges like problems in shift timings and the requirement of more skilled workforce. These have to be carefully looked into by the individual and an assessment needs to be done into the financial and operational feasibility of the proposed change before implementing them. Along with these there are various industry and government guidelines, like HACCP, that have to be considered before introducing the new policies. Contemporary tools like six sigma can be used to add value and also evaluate the new policies. Service innovation and service customization along with modern day technologies are of utmost importance to achieve guest satisfaction and also to ensure loyal customers. It is only with their successful implementation that the hospitality industry can meet rising customer expectations. The guests visiting the different hotels look for an experience that is ‘home away from home’. The guests and the hotels share a relation that can be related to the concept of a host and his guests. If the only defining aspect is the financial one then the hotel stands to lose the guest who will seek a more personal experience (Lashley and Morrison 2000). This requires the hotel staff to be proactive towards the fulfillment of the guest needs and also exceeding their expectations by being attentive and also anticipate the needs of the guests. This will ensure that the guests will be surprised by the warmth of the hotel and will want to come back for more. Therefore, along with technological advances, having a competent staff is very important for the hotel to achieve guest satisfaction. In the pursuit of achieving excellence in the area of guest satisfaction, the hospitality industry can ill afford to neglect the needs of the staff. It is said that the amount of guest satisfaction will be equal to the amount of employee satisfaction, because only an employee who is happy with his work can deliver a positive guest experience. Therefore, the hospitality industry has to employ active human resource management policies that will ensure the employee satisfaction and commitment towards the satisfaction of the guests. There are many ways in which the employees can be made to work proactively towards the goals of the hotel. One of the main method is to empower the staff by making them a part of the decision making process (Spinelli and Canavos 2000). This will have a tremendous impact on the employee morale and at the same time will help the management to recognize the needs of the guests because it is the frontline staff that deals with the employees. In addition to these measures, the employee complaints should be actively taken into consideration and tried to be resolved effectively. Employee reward schemes will have a positive impact on their performances if they are linked to the guest feedback and are implemented transparently and fairly. Employee attrition is another major challenge that the faces the contemporary managers in their efforts to achieve excellence (Ravikumar 2012). Well trained staff is imperative to achieve guest satisfaction and the rising attrition leads to the shortage of adequately trained staff. When the staff leaves then the new employees have to be trained according to the standards of the organization and this results in the increasing costs. This has a direct impact on the profits and severely hampers the growth of the hotel. This leads to the hotels being forced to increase the salaries, which increases the operational costs. The recent skyrocketing of the costs of the raw materials has an Impact on the  satisfaction of the guests as it requires the funds that could have been utilized for improving guest facilities to be diverted elsewhere. All of these adversely impact the quality of the service provided to the guests. The very existence of the hospitality industry depends on the experience of the guests when they visit the hotel and it is of paramount importance for the hospitality industry to continuously work towards the fulfil lment of the needs of the guests. As mentioned earlier, the focus should not be on merely meeting the guest expectations; but, on exceeding them.