Hotel Case Study

During the training in the department, the department was in the "Big Season", which means high occupancy period in January and February. In order to overcome the big season, they treat me and other 2 trainees as manpower, and also they hired few new part-timers in Banquet Department. As we know that, when busier, more troubles, as the operation running, they also facing some difficulty. In Banquet Department, motivate employees and meet the guests' satisfaction is very important. During my training, I had observed the situation of BQ Department and some difficulty they met. Haring the part-timers is the way to help the Banquet Department to cover up the weaknesses, which is lack of staff, but the part-timers only care about money, they don't care about what the guesses need and the hotel SOP, they are lack of responsibilities. Furthermore, part-timers are from different background, they don't have proper product knowledge, they can not handle the functions independently, and it takes more permanent staffs to keep the eyes on them.

Base on my research of Banquet Department, it doesn't have the SOP of haring part-timers itself. They do have some regular part-timers, when they need part-timers, they just call. But when the function requires lager quantity of part-timers, they also have no proper resources of part-timers, they just ask around, call the regular part-timers to bring new comers, or the permanent staff will do the double shift to handle the function. It could be the reason cause the low quality of part-timers.

Crowne Plaza Mutiara Hotel will gain a lot of benefits by managing banquet part-timer hiring system and improving the part-timer performance.

1. Reducing the workload of permanent staffs

Part-timer should be helpful in banquet department, but if they are lack of product knowledge or lack of service skill, they will