Improving the orientation of the reception staff of Sunprime C-Lounge hotel

Abstract

This productive thesis was created to improve the orientation of the reception staff of Sunprime C-Lounge hotel. The end result of the thesis was an orientation list to make the orientation quicker and simpler. The commissioning party, Sunprime C-Lounge, is a hotel in Alanya, Turkey. The hotel has approximately 85 employees during the summer season and 8 of them work in the front office.

The aim was to improve the orientation and that was fulfilled with the orientation list. The hotel had some material but it was not always used to its full potential. The orientation list supports the learning and for it to work effectively and be useful, the other existing material (e.g. The operational standards -file) should be used as well. The orientation list also encourages and reminds to use the other materials.

The theoretical part concentrates on the basics of orientation, what it actually means, who is the right person to give the orientation, the obstacles and benefits of orientation. The orientation is the most beneficial when it is given by the right, experienced person in the right way and time. Then the new employee is able to work alone faster and more efficiently without mistakes which means for example saved money for the organisation. Another chapter of the theoretical part is work guidance which means teaching the actual work tasks. Both orientation and work guidance are important part of training the new employee and should be done correctly to achieve the best results & avoid mistakes. Especially work guidance is a long process that needs to be evaluated from time to time.

This thesis and the orientation list was done during the year of 2016. The process started in the spring time and continued while working in Sunprime C-Lounge for 6 months. When the orientation list was ready it would have been more useful to test it with a new employee comes but there was no new employees starting in that time. However, the front office manager and other receptionists gave their feedback on the orientation list and the whole thesis; they were all satisfied and happy with the results.

The discussion part discusses the results of the thesis and how it might have been done better, what could be done in the future to improve the orientation and work guidance. The most important thing is to monitor and develop the whole orientation process and update the orientation list and other material if needed. Feedback from the staff, especially the new employees, is very useful in this process. Also using the existing material makes a major difference already. The orientation and work guidance is a long and even difficult process but with great staff and good material it can be easier. By putting a little bit more time and effort, the company can achieve many advantages from good orientation and work guidance.