Hello, I am looking for someone to write an essay on An Active Role of Management and Employees in Delivering a Satisfactory Service. It needs to be at least 2500 words.
The point to ponder is that why Hotel Taj hogged all the limelight of excellent service when even Hotel Oberoi went through the same event. This is because the staff at Taj had the commitment to serve the customers first, even if costs them their lives or their families. This commitment towards one’s duties cannot be taught in training programs or executed through HR policies. This commitment can be created only when the employees feel satisfied with every aspect of their job and feel cared for & respected. Satisfied staff is a result of the culture of the organisation. Staff Satisfaction does not arise from a single act or a single policy. It is a result of creating a seamless fabric of culture and uniform policies and procedures throughout the organisation. Only when the employee is satisfied with his work, s/he will be able to pass it on to the customers. They cannot bring smiles on the customers’ faces when they themselves are grudging. Employee satisfaction is driven by the internal quality which is measured by ‘the feelings that employees have towards their jobs, colleagues and companies’ (Heskett, Jones, Loveman, W. Earl Sasser, & Schlesinger, 1994) drives employee satisfaction. Employee satisfaction drives loyalty which is the key to better productivity (Heskette, Jones, Loveman, W. Earl Sasser, & Schlesinger, 1994). When an employee is satisfied, it raises the morale of the employee. High morale ensures that the employee is motivated to give her best to the job which results in higher productivity.