Master of Hospitality Administration
First Committee Member
Clark Kincaid, Chair
Number of Pages
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.
Customer services; Hotel employees — Training of; Service industries — Marketing
Business Administration, Management, and Operations | Hospitality Administration and Management | Strategic Management Policy
Sanders, Thomas, "Hotel Front Office Training: Turning Expense Into Investment" (2011). UNLV Theses, Dissertations, Professional Papers, and Capstones. 1103.