By Conrad Lashley
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Additional resources for Hospitality Retail Management (Hospitality, Leisure and Tourism)
Sample text
Job enrichment 0 Job enrichment involves giving people a degree of decisionmaking authority. In some service organizations the initiative has been called ‘Whatever it takes training’. The key point is that Empowering unit management service staff are empowered to make decisions about customer service, and even spend money, to ensure customer satisfaction. As the alternative title suggests, training employees and giving employees role models on which to shape their experience are essential ingredients.
S ,z - Hospitality Retail Management Customer occasion Description Critical success factors Cannot be bothered to cook Customers want feeding with minimum effort and formality Quick service, good value for money, friendly service Family outing Visits with children (under 10 years old). May be single parents in the week and two adults at the weekends. Child-friendly service, value for money - children’s menu female friendly - children’s facilities. g. 3 Examples of customer occasions in hospitality retailing either the brand manager or the unit manager, to concentrate on the factors which are critical for success, and to consider what other occasions might be explored that are compatible with the brand core occasions.
It was with this objective that Marriott Hotels introduced a total quality management (TQM) programme. From the outset, it was recognized that a successful TQM programme would involve a substantial element of employee involvement given the nature of the operation, which equates with a more participative management style and job enrichment. The company labelled this involvement as empowerment which they defined as: ’Employees given authority to create extraordinary service whilst preserving profitability’.