search query: @indexterm Hotel and catering industry / total: 391
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| Author: | Ford, R. C. Heaton, C. P. |
| Title: | Managing your guest as a quasi-employee |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2001 : APR, VOL. 42:2, p. 46-55 |
| Index terms: | Human resource management Hotel and catering industry Hotel management |
| Language: | eng |
| Abstract: | According to this study structuring a management strategy for employee-guests involves six classic human-resources-management steps. Those are (1) Assess guests in the target market to determine their expectations of and motivation for becoming involved as quasi-employees; (2) Assess the knowlwdge, skills, and ability (KSAs) of guests in the target market; (3) Design involvement roles to match guest expectations, motivation, and KSAs with organizational needs; (4) Design contingency plans for mismatches; (5) recruit, train, and motive quasi-employees to perform the roles; and (6) Monitor guest performance to provide feedback or correction to role design and contingency plans. So when guests participate in the service process, their actions need to be managed like those of regular employees. |
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