HFT 1000 Chapter Notes - Chapter 1: Interpersonal Relationship, Error Detection And Correction, Total Quality Management
Document Summary
Hospitality 1000: tqm is a participatory process that empowers all levels of employees to work in groups to establish guest service expectations and determine the best way to meet or exceed these expectations. Benefits are cost reductions and increased guest and employee satisfaction leading increased profits. Empowered employees tend to do the following: take responsibility for their actions/ consider themselves professionals/ have the authority to make their own decisions when serving guests, in order to empower employees: Take risks/ delegate/ foster a learning environment/ share information and encourage self-expression: simple philosophical approach: based on quality, service, and show, the key elements of disney"s guest service include: Hiring, developing, and retaining the right people. Understanding its product and the meaning of the brand. Communicating the traditions and standards of service to all cast members. Interpersonal relationship building skills: few simple things: 45 min team approach to interviewing called peer interviews: the most successful technique during these interviews is to smile.
