Award Date

Summer 2011

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration

Department

Hotel Administration

First Committee Member

Clark Kincaid, Chair

Number of Pages

86

Abstract

The process of employee training is typically looked upon as an expense, but perhaps a more insightful view would be to consider employee training an investment. This becomes possible when employees are taught to execute service-marketing principles during customer interactions. Well-executed interactions then lead to satisfied guests, repeat purchases, and company profitability. The purpose of this paper is to develop a customer focused training guideline integrating service-marketing concepts into the front office employee training process. A literature review was conducted to identify service marketing concepts and best training practices that can be applied to the hotel employee workplace. This information was then used to formulate an effective training guideline. Emphasis is placed upon four key service-marketing concepts and how they relate to the both the training environment and employee workplace. The guideline is designed to allow trainers and management teams opportunities to customize the training content, allowing for application across multiple hotel business models.

Keywords

Customer services; Hotel employees — Training of; Service industries — Marketing

Disciplines

Business Administration, Management, and Operations | Hospitality Administration and Management | Strategic Management Policy

Language

English