Reference no: EM133379860

'Handling the difficult guest'. Specifically, the new recruits gain an understanding of the Fairmont's Hotel mission statement and commitment to service, the changing service culture and the high service expectations of the guests. The third component of the orientation program is "Guest for a Night", during which the employees who have been working at the hotel for three months eat at the restaurants, enjoy the facilities, and spend one night in the hotel as a guest. The goal of the Guest for a Night program is to ensure that employees can talk knowledgeably about guest rooms, restaurants and other facilities. and understand the level of quality the hotel provides. As part of this program, employees are asked to fill out a feedback survey, just like a guest. Also, employees are invited to be part of a focus group to express concerns and provide feedback about their work experiences. Through these orientation and training programs, employees develop knowledge and skills in service excellence. More importantly, they develop a commitment to the company.

Questions: In your opinion, why does Chateau Whistler invest so much time, money and energy into this orientation process? What benefits would Hotel Vancouver receive by implementing such an orientation program? Keeping in mind the needs of the Hotel Vancouver, if the Hotel Vancouver was to implement an orientation program, design an approach to evaluating the effectiveness of such a program. Please develop a 'cheap' and an 'expensive' proposal. As a general rule, 5 to 10 percent of the cost a training program should be used for the evaluation part of the program, depending on the complexity of the assessment. If you wanted to recommend a 'foolproof' evaluation - that is rule out other causes of success than the training program itself - what approach would you suggest?