Better Human Resources for Improved Operations
The hospitality industry’s overriding human resources issue is having a sufficient number of trained staff members to ensure that service standards (and the physical plant) are maintained. Employee recruitment, selection, and training are essential elements of hospitality HR practices aimed at achieving that goal. Policies in those areas are geared both to improving customer service and to encouraging employees to remain on the job, thereby reducing the industry’s legendary turnover levels. Not only is turnover a threat to maintaining proper service levels, but it also is expensive since each employee departure means that a firm must find, hire, and train a new worker.
Numerous studies ...
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