Introduction
Effective business management policies are integral in the current dynamic business setting. The policies help to devise and shape the conduct of the entire business. They spell out who is responsible for what within an organization and provide a framework for addressing possible problems. A company’s policies are the rules it has established to direct its operations.
Customer satisfaction is an essential component towards success in the hospitality industry. Thus, it is integral that the organization set up prerequisite policies necessary to outwit its competitors and achieve customer loyalty by adopting a quality management system to ensure quality and consistent customer service. Business management policies include; human resource policy, financial management policy, marketing and sales policy, risk management policy and performance review policies.
Business management policies serve as a referencing tool in an organization, it guides the employees and serves as a binding expression of the organization’s goal, vision, values, and culture. Creating and implementing concise business policies help standardize how a firm provides its goods and services to its customers. It leads to the attainment of the organization’s goals and frees the management from micromanagement since it details what is expected from each employee in a clear and simple way.
Health and Safety Regulations
Employees and customers are the back born of a business; thus, maintaining their well-being is essential to a company’s success. Enacting health and safety regulations helps promote the well-being of workers and clients, reducing accidents and compliance with the set legal frameworks. Thus, its integral to develop health and safety policies necessary to mitigate any forecasted risk. They are done by educating workers on the importance of health and safety in the workplace and availing prerequisite safety control measures.
Health and safety measures are core in the hospitality industry since it helps to protect both the client and employees. For example, The government has enacted several health and safety laws for the hospitality industry. These rules are in place to ensure that clients in hotels, restaurants, and other hospitality businesses are not affected by diseases and do not become ill from using the premises or ingesting any of the food or drink served there (Vinod & Prabhu, 2020), which includes; Documenting hazards in the hotel environment. Communicating the potential hazards to all stakeholders. Implementing training procedures to mitigate the risks
Customer Service Policies
The hospitality sector relies heavily on excellent customer service because it is frequently guests’ first and last point of contact. Since first impressions last, Thus, firms must train their customer service staff to be professional, friendly and accommodating (Luu, 2020).
Customer service policy outlines the standards and procedures for providing excellent customer service; it helps teach employees outside of customer service how to communicate with clients and keep them satisfied (Do et al., 2018). A customer service policy provides a standard for how customer service representatives should respond to various scenarios. Such uniformity allows a business to meet the needs of every one of its customers without favouring any one of them over another.
Customer satisfaction is essential to the success of any hospitality-related enterprise. Thus, hospitality firms should be Friendly, efficient, and personalized, have rapid complaint resolution, cleanliness, clear communication, and customer empathy (Aladag et al., 2020). These regulations aim to make the shopping experience pleasant for customers; by prioritizing these practices, the hospitality industry will boost client happiness, increasing the number of returning clients and favourable evaluations, leading to increased revenue.
Quality Management System Policies
Implementing quality management systems policies is integral to ensuring that their goods and services consistently meet customer demands and expectations. Quality management system policies are the backbone of any reliable QMS, which leads to client satisfaction due to adopting exercised quality and consistent services that meet the client’s needs (Hassan et al., 2022). Thus, its integral for companies to adopt these measures necessary to boost customer satisfaction, productivity, efficiency, and profits.
Consistent provision of quality services necessitated by implementing robust quality management policies for hospitality while complying with industry best practices helps build a stronger bond with the clientele, which is valuable to the company (Aladag et al., 2020). The company’s dedication to quality and industry impacts the business positively by establishing the company as a dependable and trustworthy brand. Quality management system policies in the hospitality industry ensure that they consistently provide high-quality service. The policies include; Equipment and facility maintenance, supplier quality management, training and development, legal and regulatory framework compliance, audit and inspection management.
Integration of a quality management policy in hospitality is core towards its success. The policies enhance service and product quality, boosting client happiness and loyalty (Vinod & Prabhu, 2020). Furthermore, it helps cut down on expenses caused by waste and unsatisfied clients. It can aid in enhancing the company’s reputation and competitiveness and ensures legal and regulatory standards are met, lowering the possibility of fines and legal repercussions.
Conclusion
Organizations in the hospitality industry need efficient policy formulation and execution strategies to achieve their goals. Management policies are the foundation for the company’s stated mission and vision. The company image is built by how it handles its responsibilities and interacts with its customers, which serves as a measure of compliance and gives direction to the company’s overall strategy.
The hospitality industry relies heavily on the structure provided by a company’s management policies, which are essential to the company’s success. Financial management, customer service, human resource management, and advertising are just a few domains covered by these guidelines. The hospitality industry also benefits from sound marketing policies that assist businesses in advertising their wares, attracting new clients, and boosting earnings.
Businesses in the hospitality sector rely heavily on sound business management practices. As a result, organizations can better maintain a competitive edge, respond effectively to shifting market conditions, and accomplish their long-term objectives.
References
Aladag OF, Köseoglu MA, King B, Mehraliyev, F, (2020). Strategy implementation research in hospitality and tourism: Current status and future potential. Int J Hosp Manag. 2020 Jul;88:102556. doi: 10.1016/j.ijhm.2020.102556. Epub 2020 May 8. PMID: 32390680; PMCID: PMC7205733S
Do, H., Budhwar, P. S., & Patel, C. (2018). Relationship between innovation‐led HR policy, strategy, and firm performance: A serial mediation investigation. Human Resource Management, 57(5), 1271–1284.
Hassan, M. M., Alam, M. N., Campbell, N., Bowyer, D., & Reaz, M. (2022). Human Resource Management in Health Care Industries for Generation Y: Challenges of 21st Century. Australasian Accounting, Business and Finance Journal, 16(1), 2.
Luu, T. T. (2020). Integrating green strategy and green human resource practices to trigger individual and organizational green performance: The role of environmentally-specific servant leadership. Journal of Sustainable Tourism, 28(8), 1193–1222.
Vinod, k, & Prabhu, p (2020). Business Policies And Management Strategies. IJSART – Volume 6 Issue 7 – JULY 2020.
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