Ritz Carlton employees go for gold
Material type:
ArticlePublisher: 2002Subject(s): Atendimento ao Cidadão
| Gestão de Recursos Humanos | Capacitação ProfissionalHuman Resource Management International Digest 10 , 7, p. 23-25Abstract: This review is based on "My week as a room-service waiter at the Ritz". My week as a room-service, and shows how the Ritz's training program could be of value for other companies involved in customer-employee relations. This is an accessible and journalistic piece. In "going for customer service gold" Walker details the recruitment and training systems used for volunteers at the Salt Lake City Winter Olympic Games and emphasises the importance of generating high morale through making clear to volunteers how important their contribution is to the success of the overall customer experience. The article provides some useful tips on providing volunteers with the information and skills they would require. This philosophy is echoed in Mayer's article, as is the idea of staff emplowerment being good for both employee morale and customer service. The article provides a useful insight into the sort of incentives that keep staff happy and loyal to the company
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Periódico | Biblioteca Graciliano Ramos | Periódico | Not for loan |
This review is based on "My week as a room-service waiter at the Ritz". My week as a room-service, and shows how the Ritz's training program could be of value for other companies involved in customer-employee relations. This is an accessible and journalistic piece. In "going for customer service gold" Walker details the recruitment and training systems used for volunteers at the Salt Lake City Winter Olympic Games and emphasises the importance of generating high morale through making clear to volunteers how important their contribution is to the success of the overall customer experience. The article provides some useful tips on providing volunteers with the information and skills they would require. This philosophy is echoed in Mayer's article, as is the idea of staff emplowerment being good for both employee morale and customer service. The article provides a useful insight into the sort of incentives that keep staff happy and loyal to the company
Click on an image to view it in the image viewer
There are no comments for this item.