week 10

When confronted with the service quality challenge, what is a way the hospitality industry has responded?

Some became industry leaders by setting service standards.

What are some characteristics of service quality industry leaders?

Sponsorship of change by top management, clear commitment to excellence, proactive service leadership, creation of a tangible service culture, flatter organizational structures encouraging total involvement, continual resource allocation, commitment to people as customers.

Quality behaviors can only thrive in what kind of environment?

A supportive environment.

What do Strategy, Systems and Staff all revolve around?

Customer.

What are some barriers to employee performance?

Management provides little or wrong priorities (profit vs. service), breakdown at management/employee interface, management is complacent and out of touch, organizational structure and environment not conducive to innovation or creativity, service staff not empowered to deal with customers (authority and skills), lack of formalized/systematic human resource planning.

What is the starting point in developing the human resource?

Development of a systematic Human Resource Planning (HRP) Process.

Which is a strategy for the acquisition, utilization, improvement and retention of an enterprise’s human resources?

HRP is "A strategy for the acquisition, utilization, improvement, and retention of an enterprise’s human resources" (HMSO, 1974).

What is the main asset of an organization?

Human Resources

What does the Human Resource Planning Process encompass?

Recruitment, Selection, Orientation, Training, Empowerment, Motivation, Reward

Can training solve poor human resource selection decisions?

No, no amount of training can solve service performance problems caused by poor selection procedures.

What are some important steps in the Recruitment and Selection Process?

Establish staffing need with specification/job analysis, develop selection criteria, selection strategy and tools, determine where to look (internal or external), select a recruitment method (coverage and cost), screen applicants and develop shortlist, interview short-listed candidates (2nd interviews), check references, make final selection and offer of employment, the need for orientation and follow-up.

Businesses traditionally focus on what type of skills in training?

Technical skills.

Do most businesses consider training an expense or an investment?

Training is a drain on resources.

What are some benefits of training to an organization?

Enhances knowledge and skills and develops attitudes, individual development and management succession, equips staff to do their jobs, optimizes staff performance - fewer mistakes, prepares staff as diagnosticians, teaches them how to be problem solvers, vital to future staffing levels, vital to remaining competitive.

Employees will be better utilized, employee and organizational objectives will