Question 1) The Chief Executive Officer of a large chain of hotels in Western Europe has invited you, as a human resource specialist, to address her and her senior managers on 'The role of organizational behavior in maximizing employee efficiency and customer satisfaction'. (essay) about convincing report, using relevant examples to support your arguments. Aim your presentation at senior managers who are objective and very profit-conscious.

 

Employee Efficiency and Customer Satisfaction

For particularly the hotel industry, engaged and satisfied employees are the key to succeeding because they directly alter customer satisfaction in the way they deliver services. According to Regan (2020), statistics show that happy employees are 37% more productive and three times more creative, happy employees increase a hotel's profitability by 12%, and organizations with a positive culture experience 24% less turnover.

Step-by-step explanation

 As senior managers, although there are several challenges associated with maintaining a productive atmosphere, there are some recommendations you can consider for influencing organizational behavior to maximize employee efficiency and customer satisfaction. For example, it is important to focus on creating a work environment where employees enjoy working with another. Consider creating opportunities for everyone to bond and establish positive relationships such as team lunches and team building games. Another strategy is to keep employees motivated by offering recognition and rewards. It increases their self-worth and productivity. According to Regan (2020), recognition and rewards build trust and appreciation for management. 

Another recommendation is to promote employees' professional skills by, for example, placing them under training programs on how to better attend customers. The key to thriving in the hotel industry is to ensure customers keep coming back for more services. According to Arora (2014), to improve how staff attend to guest, managers can provide training for communication skills, body language skills, department expectations, and behavioral skills.

This is where you need to factor in that providing superior service is the key to enhancing profitability, and good manager-employee relationships are the key to providing a superior service. Therefore, managers themselves need to apply effective strategies, for example, in how they delegate roles and interact with the staff. They too require effective communication skills to be able to relate well with others. It means that managers, leave alone staff, also significantly influence customer satisfaction and profitability.