PEOPLE
Selection / Induction / Training / Motivation / Development
Diagnosed by:Mr. HeinerGellenberg
Department: Recreation Department
Data and Findings:
Newly hired staff is being released into the operation without formal departmental or hotel orientation. No operation manual is fiscally present in the departments to orient the new team member with the basics of the department.
Introduction course for newly hired staff is done once a month by Human Resource for the entire hotel staff hired since the last Introduction course.
Turn-over is minimal in these departments
Line employees for security are out-sourced and only supervisors are on Hotels pay roll
No formal motivational or development plans are in place, practiced or followed in the department.
PRODUCT
System / Policies /Procedures / Standards
Department: Recreation Department
Data and Findings:
The fitness center is a considerable area of concern.
Only one shower and dressing room available for both sexes. No sauna, no steam bath, no spa available. The massage service consists of a small room in the back with no ambience or 5 star standard pre or post massage procedures in place (tea ceremony, aroma therapy, shower possibilities, adequate dressing room etc.
/ Simple and ambience-cold fitness locker room for both sexes/ One small shower for both sexes inside the men’s toilette room
/ Improvised color copy signage taped with transparent duct tape
(nobody could explain to me what the number 214 had to do with the changing room
/ Improvised color copy signage of Massage room taped with transparent duct tape
(nobody could explain to me what the number 209 had to do with the massage room)
/ Massage room and improvised massage tables (no comfortable head rest etc.)
/ Sweat chair inside the massage room
/ Guest undress / dress area inside the massage room
/ Massage appointment and attendance desk inside the massage room
With regards to the security department; it is of great concern that the fire alarm systems in the rooms are not connected to a central alarm system and therefore not active at this point of time .
Any fire incident has to be noted by somebody and called into the operator before the regular rescue and extinguishing procedure will be activated.
Furthermore, the camera surveillance system is no functioning as well at this point of time, However, security staff is well present in the guest areas.
/ Furthermore, all instructions on the fire extinguisher throughout the hotel are in Arabic which is not understood by the majority of foreign hotel guests.After inquiring if surprise locker inspection in the staff main locker rooms are being done irregularly, I was told by Mr. SayedTaher that it is being done.
However, no support material (results, memo, consequences) regarding the latest ones done could be produced. Therefore there is no paper trail with regards to this very important security detail.
PROMOTION
Awareness for Guest & Employees
Department:Security Department
Data and Findings:
Security department is not involved in the promotion of hotel product.
Recreation department has its regular activities published on the activity board, but is very passive about it.
Apart from the regular activity schedule, which changes every half a year (winter activities and summer activities), no extra activities are being initiated.
No cross-selling is done by both departments.
Profit
Cost Control
Department: Security Department
Data and Findings:
Consistently assigned outsourced security staff to the JV King’s Island in guest areas, are not well informed with regards to promotion & product of the different departments.
Furthermore, there is a considerable English language barrier with the staff assigned to front of the house security staff.
Recreation staff does not verbally reinforce and promote the activities scheduled according to the board.
No effort is being made to change, reconsider or reevaluate activities that are not successful with the guests on property for different reasons, especially revenue generating activities.
JOLIE VILLE KINGS ISLAND 1