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UNLV Theses, Dissertations, Professional Papers, and Capstones
Customer services; Hotel employees — Training of; Service industries — Marketing
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Hotel Front Office Training: Turning Expense Into Investment, Thomas Sanders
Hotel Front Office Training: Turning Expense Into Investment, Thomas Sanders
UNLV Theses, Dissertations, Professional Papers, and Capstones
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 …