HIRING & SELECTION: emphasis on hiring attitude, select on strengths, people skills & talent.
HIDDEN COST OF HIRING & SELECTION: Training and loss of productivity.
ORIENTATION PROGRAM: First & last impression of the co, make employees more productive and what co expects from employees.
EMPOWERMENT: Ability of employee to exercise judgment to enhance the guest experience or solve a problem.
EMPOWERMENT PRACTICAL: Share responsibility, authority & resources. Employee who receives problem, owns & resolves it.
KEYS TO EMPOWERMENT: Identify tasks that can be delegated, schedule time for training, do performance reviews, trust others, give the person room to grow.
REWARD & RECOGNITION: Customer letters & remarks, high guest & employee satisfaction, high performance, employee of the month, attendance, treat to lunch, parking spot, flexible work schedule...