Comments summarise
Analysis
After examination of reviews, the main issues were identified. First issue was food quality. There were 4 negative comments out of 12. Customers complained that room service food was cold and not tasty enough. It was also mentioned that food service did not meet expectations. (Poached eggs were improperly prepared and served). However, most comments were positive; 7 out of 12 said food was amazing with wide range of selection from different cuisines, especially Indian.
The second issue was room quality and facilities. Seven positive comments and nine negative. Furthermore, frequency of negative comments related to facilities: bath, wallpapers, key, and heating problems. Main problems with bathrooms included flooding and bad condition, with one neutral comment about cramped sink area. Four comments were made about falling wallpapers, bad locking door system, and heating including 5 comments that room was really cold.
The last issue was staff. Most of reviews were positive: 83 % of guests described staff as friendly, accommodating, clean, and focused on customers. However, people complained about Sunday service, specifically bad time management: not enough food, customers were forced to wait for it, the bartender was not trained properly, and did not speak English. Three negative comments were left about the pricing, stating that hotel is a budget offer, or that it is not adequate in terms of quality and price. Trip Advisor also added one question in review. People have been asked to say if they would recommend this hotel to their friends. The reviews divided into equal number. 50 % said “YES” and 50% said “NO”.
Recommendations
Based on reviews analysis, Ramada needs to take into consideration room quality, which was marked as the main negative problem. Investments should be made in order to increase quality and customers’ satisfaction. The 2010 reviews show a better impression of the rooms which means that the hotel has already done something, however not enough.
Food preparation and serving needs improvement. Staff and chef must have time management skills and food service should be executed appropriately.
The staff skills and performance must be improved even though it had the best remarks. According to Torrington, (2002) training opportunities increase employer commitment by combining it with other initiative. CIPD (2009) states that performance management allows employers to understand their contribution to a company and can make an impact on organization’s performance. Therefore, Ramada should adopt strategies according to Human resources and its management. These recommendations can improve hotel’s reviews in general.
References
1.CIPD, 2009, Performance management in action, Chartered Institute of Personnel and Development, The Broadway, London, URL:
2.D. Torrington, L.Hall & S.Taylor (2002) Human resource management. 5th edition. Published by Prentice Hall
3. Ramada, 2010, Sumptuous quality fused with contemporary styling, Our hotel,
4. Trip advisor, 2010, Ramada Birmingham Oldbury,
