Please enable JavaScript.
Coggle requires JavaScript to display documents.
Quality service in the international hotel sector A catalyst for…
Quality service in the international hotel sector
A catalyst for strategic human resource development
Five characteristics of service management
Overall management perspective
Customer driven / market driven
Quality is an integral part
Internal development
Holistic perspective
The drive for quality service in hospitality and tourism
Focus on customer perceptions and expectation intensifies
Improve the quality service
Quality service failure
Negative and emotional response from customer
Cultural conflict
Need measuring service quality levels and identifying errors
Interactive feedback communication process
SHRD
Training and development
Emergent strategy or deliberate strategy
Nine key characteristics of SHRD
Limitation of the diagnostic model
Case study: Hilton International
Company background
Business of hotel, betting and gaming, and Living Well fitness centres
Consist 500 hotels across the world, 6000 staff
Service quality through "Equilibrium"
High standard of service offering
Depends on front-line employees
Service quality through Esprit
Core Value: Customer, Quality, People and Profit
To embrace employee recognition, respect and reward
Analysis of case organisation
Enabling factors
Environmental scanning
Integration with organisational mission and goals
Recognition of culture
Implementation factors
HRD plans, policies and strategies
Line manager commitment and involvement
Complementary HRM activities
Expanded trainer role
Emphasis on evaluation