Abstract:
The biggest asset of the any service industry is their work force. J Willard Marriott said Take good care of your employees and they will take good care of your customers in today‟s cut throat competition hotels must give more and more attention on the employees that they are working with, it has been observed that in hospitality industry where employees needs to work in shift because hotel runs 24x7, its task for employees to serve customer with happy smile, as in basic fundamentals of hospitality industry is to serve the customers in best possible way as its Home away from Home for them. But for employee‟s it bit difficult because it‟s a daily routine for them, and there is another side to it where in for customers it might be first experience to avail the service but for employees its monotonous, and here is the challenge to achieve or to minimize the gap between customer expectation and actual service that happens during the service encounter where most of the staff feel after few days its big challenge to walk on the same line of brand standards which are design by the company to serve the customer, but the flip side of the coin which is employers‟ point of view when company hire staff they ensure employees must understand what are the working policies of organizations ,what are the benefits will be available when they come on board to join the company , the most of the hiring is done from hospitality educational institute where they get there technical and practical knowledge of the hotel industry.
