Question

Read the case titled "Oberoi Hotels: Train Whistle in the Tiger Reserve."Please answer the following questions in a minimum 800-1,000 word response paper. Please avoid using bullet points- try to tie all of your findings and points together, and come up with a clear strategy, written in a professional way. Hint: these questions do not necessarily need to be answered in the order listed. Please cite any/all outside sources using APA format.

1. The case provides a detailed description of Oberoi's operation and begins with the management of a guest complaint. How do you recommend Vikram respond? What is the primary driver of you recommendation?
2. What is your assessment of eMpower, Oberoi's HR initiative, and how the incentives work to create a front line who are empathetic and attentive? Would you expect it to work well in this context over time?
3. What advice do you have regarding Oberoi's growth plans?

Answer 1

Overview of Problems and Issues

Oberoi Hotels has been able to handle challenges in the operations to promote service excellence and expansion of the production processes and standards. It is critical to develop proper plans to address the issues on hiring employees and job designs, which is critical . It is useful to engage the local employees and working with the suppliers to improve the success of the hotels.

Analysis

            The Oberoi hotel management has initiated a program dubbed eMpower, that is meant to decentralize the human resource department. The initiative aims at giving incentives to workers in the front line to provide an empathetic and attentive approach. The hotel management intend to employ managers from Bangalore . The employees need to be effective and efficient in the work. The initiative will be successful if the workers hold some characteristic that are coherent in the business. The employees should be ready for changes in the business. They should be quick learners to understand the training that the hotel management wish to impose in the business. The hotel chain requires working staff that will help 9kn the recruitment process. The HR team will select managers who have knowledge about how to act in the phase of change.

The selection of employees into the HR team involves members of the staff from then acquired hotel chain. Their recruitment helps in the saving of time and the management will relocate the existed based staff in Mumbai. The relocation serves to help the business to adopt to change. The existing staff will act as a source of information due to their knowledge about the entire organization. In job selection, the local are mixed with the existing staff. The managerial staff are to be given to the existing personnel in the business. The customers benefit from effective and efficient management of the personnel.

The job design employed by the hotel management consists of component such as allowances, conveyance, and training. The training is undertaken in the premises. The training involves hotel culture, history and general information about the hotel. Team building activities are also taught to employees. Access to information about the company and customers is also key in engaging customers more. Knowledge about the market help to serve the customers sufficiently. The components realize benefits to the business. The use of existing managers reduces the cost of hiring and recruitment process. The offering of incentives to managers increase their productivity where the customers enjoy quality services. The training in the premises help reduce the cost of training and advantageous because the existing mangers build the refreshers to better working levels.

The Oberoi hotel has a business strategy that is more of a marketing strategy. The market strategy involves the communication of services to prospective hotel guests. The focus lays to their guest in an aim to provide the best quality services. The marketing strategy allows the advertisement of brands and their values, the establishment of a close relationship between the customers and the company . The company engages high quality facilities which offer awesome personal services to guest. In pricing the management has provided value added rates to products and services. The strategy is imitable as it is simple to follow.

Servicescape involves the use of the surrounding environment of the services delivery that facilitates the performance of the services. The servicescape is a combination exterior of the facility, and the interior design. Hotel Oberoi utilize servicescape to its customers in order to increase the performance of their services. Oberoi hotel offers services packages that include travel packages owned by the hotel . The hotel offer flight services and airport services. The services hold as an advantage that is competitive for that matter.

Recommendations

To enhance success, it is recommendable to examine the customer variability within the hotels. Customer variability is considered in the Oberoi hotel due to difference in customer preferences. The variability include arrival, request, capability, effort, and the subjective preference variability. The hotel uses the customer-introduced variability through accommodating or reducing the variability . Using a menu is one of the strategies that help in reducing the request variability.

It will be recommendable for Oberoi hotel to develop standards and processes that aim at giving excellent services to customers. The standards are taught to all workers and the managers supervise all processes. Step by step the processes are manned to realize expected standards at all times. The adherence of the standards give top quality services at all times . It is recommendable to create an effective monitoring and controlling steps to adhere to these standards and policies. It is important for the management to ensure that the staffs adhere to the various politics within the organization.

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