The Relevance of Coaching for Front Line Receptionists in the Hotel Industry -A study of Scandic Rubinen

Abstract

In hotel organisations, managers use the yearly employee appraisals to give feedback and discuss the goals for future years with their employees. But, is this actually enough? Personnel development should occur on a continuous basis, and the employee appraisals can thus be connected to an overall coaching plan. The main purpose of the study is to examine the relevance of coaching for front line receptionists in the hotel industry, by collecting empirical data from managers and employees at Scandic Rubinen. Theoretical results indicate that employee empowerment, employee motivation, and leadership are important for employees as well as a clear coaching leadership strategy in the hotel organisations. The empirical results signify that the perception of coaching differs between managers and employees, but both parts lift up the importance of supporting and motivating the employees. It is essential for the management to understand that front line receptionists are the image of the hotel, and thus one of the most important resources. Therefore, my recommendation is that coaching leadership strategies should be implemented for front line receptionists at the hotels.