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Article 4: Quality service in the international hotel sector: A catalyst…
Article 4: Quality service in the international hotel sector: A catalyst for SHRD
Introduction
analyse a service quality initiative in an international hotel from SHRD
drive for quality service in hospitality and tourism
keys dimension for SHRD
examination of an international case
The drive for hospitality and tourism quality service
maintaining balance between employees responsibility and managerial control of service quality
hospitality and tourism providers must continue to meet or exceed customer expectations
Strategic Human Resource Development
L&D vision and strategy that supports goals of the organization
All L&D activities support organization goals
L&D as an organizational process is owned by managers
L&D specialists acknowledge that ownership through establishing effective business partnerships across organization
Outcome of L&D operations help to drive down costs and to increase the value of human's assests
Analysis of case organization (Hilton)
Enabling factors
Implementation of factors
Discussion and conclusions
Hilton's performance is determined by the interaction of its core values which are customer, quality, people and profit
Many characteristics of SHRD are present within the company
Derino Chai Tzee Phing (65790)