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| Author: | Arkin, A. |
| Title: | Pulling ahead of the pub crawlers |
| Journal: | People Management
1996 : APR 18, VOL. 2:8, p. 36-37 |
| Index terms: | TRAINING MANAGEMENT ECONOMICS |
| Language: | eng |
| Abstract: | team hospitality is a training programme that has transformed customer service, boosted sales and reduced the level of staff turnover at the 92 Whitbread Inns pubs where it was piloted. Anat Arkin looks at why the results are no small beer. It took nine minutes for a selection of toasted sandwiches to arrive at the table when People Management paid a visit to The Wellington. The fast service may be the reason why this Luton pub now serves around 100 lunches a day, compared with 30 or so a year ago. Or it could be that people like eating in a pub where staff keep the counter and tables clean and empty the ashtrays regularly. |
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