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| Author: | Ference, G. |
| Title: | Improving organizational performance using survey-driven databases |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2001 : APR, VOL. 42:2, p. 12-27 |
| Index terms: | Hotel management Hotel and catering industry Human resource management Organizational performance USA |
| Language: | eng |
| Abstract: | Using the example of a Las Vegas casino-hotel, this article describes a four-phase, ten-step process that uses survey data to establish organizational peak performance. Key components of those ten steps include: (1) knowing how employee guest- relations expertise is learned and transferred from department to department and activity to activity, (2)empowering employees to take care of guest needs and encouraging workers to be creative and enthusiastic, (3) training managers to be responsible for employee commitment, teamwork, and communication, (4) using effective performance-feedback tools that invite employees' trust, (5) ensuring that managers understand the demands, (6) facilitating effective communications at all levels, emphasizing effective teamwork, and (() ensuring senior managers focus on teamwork, initiative, group problem solving, and organization-wide alignment with corporate goals. |
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