THE IMPACT OF EMPLOYEE’S ATTITUDE AND HOTEL DEVELOPMENT AFFECTING THE PERFORMANCE OF AN ORGANIZATION

Publication Date : 01/09/2020


Author(s) :

VIVIENNE CHIEW HUI YING.


Volume/Issue :
Volume 5
,
Issue 3
(09 - 2020)



Abstract :

This case study is about a hotel in Miri, Sarawak called New City Hotel. The hotel has gone through management change a few years ago. However, the problem of customer’s occupancy has been decreasing. Although the management has been changed, these issue are still on-going due to several reasons such as improper service are given by the employees, request of guests are not fulfilled or facilities provided are outdated and worn out. The company are aware of this problem and several implementations has been done to solve this problem however, it is unsuccessful. To ensure that the occupancy rate increase, employees plays a big role as “making employees happy, they will make customers happy” also, to give customers facilities that are in-trend and updated are crucial in this hospitality industry. Therefore, this case study discusses the factors affecting the performance of the organization’s occupancy.


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