Essay on "Guest Service Presents for Human"

Essay 6 pages (1826 words) Sources: 3

[EXCERPT] . . . .

Works Cited

Berzon, Alexandra. "Enough With 'Call of Duty,' Answer the Call in Room 417."

The Wall Street Journal. 6 Jun 2013. [3 Nov 2013]

http://online.wsj.com/news/articles/SB10001424052702304432304576367493214200856

This article, published in one of the major business newspapers in the U.S., The Wall Street Journal, examines an innovative recruiting effort embraced by the Marriott chain of hotels. Marriott has created a Facebook game to generate interest about becoming an employee at its hotel chain. Players are enticed to apply through an exciting game that mimics a day in the life of an employee, much like Farmville mimics the fun side of farming.

"How to achieve great customer service." Hotel Success Handbook. 27 Aug 2012. [3 Nov 2013]

http://www.hotelsuccesshandbook.com/tag/staff-training/

This article is specifically focused on how to train new staff members to make them reliable employees. Creating effective standard operating procedures for entry-level employees is essential for guests to have a good experience. Employees are encouraged to see the business from a 'guest's eye' perspective.

Sheth, Suvarna. "Recruiting the Best Talent for the Hotel Industry." H. Careers. 2009.

[3 Nov 2013]

http://www.hcareers.com/us/resourcecenter/tabid/306/articleid/835/default.aspx

One of the reasons organizations such as Marriott are so successful is that they place such a strong emphasis on effective recruiting strategies. This article from the trade publication H. Careers profiles some of the most successful recruiting policies of the major international hotel chains. In some cases, the organizational philosophies differ (recruiting locally vs. recruiting internationally-experienced staff) although all agree on the importance of HR in maintaining organizational health.

Sturman, M. "The compensation conundrum: Does the hospitality industry shortchange its employees -- and itself?" The Cornell Hotel and Restaurant Administration Quarterly,

43.4 (2001): 70 -- 76.

This study of hotel employees found significant compensation gaps at every level of the industry regarding employee salaries. This is noteworthy given that pay inevitably has some effect on employee retention as well as performance. High-quality employees may be lost… READ MORE

How to Reference "Guest Service Presents for Human" Essay in a Bibliography

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