For this the Investment in People model should be developed by the company. More training and development should be given to the employees. The benefits of the IIP model overweighs the negatives. The company involved in hospitality sector should invest heavily on the people to cooperate. Any technology should be an addendum to the people and should be used to increase the utility for the stakeholders involved in the process (Nieves & Segarra-Ciprés, 2015.) The most important issue for a company and the most substantial strength of the company are the personnel of the company. People management is a difficult task and efforts need to be continually managed in order to ensure that people are performing according to the needs of the people (Heizer, Render & Weiss, 2004). Most important fact that needs to be kept in mind is that the needs of the people are subjective.
Services of the hotel are dependent on the morale of the employees (Chon & Yu, 2012). If the employees are feeling burdened, it will be reflected upon the services to the people. These are some of the ways in which the people performance can be improved in the company. The problems faced by the customers are unique (Slack, Chambers & Johnston, 2010). In this case the managers should be adept in solving the problems and have hands on experience in rectifying the errors made in service quality to the people. More than intuitive based approaches, there should be a logical process to solve the issues. In this case, the best course of action is developing heuristically prototypes (Rimmington, Williams & Morrison, 2009). Whitbread manages three kinds of services within the hospitality sector. Based on each sector such as the hotel, café and the speciality restaurant, they need to devise specific strategy or heuristics based on the subjective requirement in each chain.
Even though the employee is given training by the management, in reality it is the customer who makes the important transformations. They are the active recipients of the services and they become the co-creators of the services (Ivanova, Ivanov & Magnini, 2016). Modern day British consumer is highly oriented towards technology and want to utilize services that are expedient and exploit the latest technology. Their feedback should be documented and counted towards the employee appraisal process (Henschel, Gruner & Von Freyberg, B., 2013).