Podcast
Questions and Answers
What is an important factor for tourism organizations to apply empowerment in their services?
What is an important factor for tourism organizations to apply empowerment in their services?
- Revenue must be generated quickly.
- Services must be provided by new employees.
- Services should be standardized for all customers.
- Connections with customers are long-term. (correct)
Which of the following factors does NOT support the empowerment of tourism organizations?
Which of the following factors does NOT support the empowerment of tourism organizations?
- Constant changes in the business environment.
- Complete reliance on technology for customer interactions. (correct)
- Strong interpersonal skills of employees.
- Customized services for individuals.
Why is empowerment considered important for tourism organizations?
Why is empowerment considered important for tourism organizations?
- It eliminates the need for customer feedback.
- It allows organizations to focus solely on reducing costs.
- It mandates a fixed set of services for all clients.
- It enhances employee performance through customer interaction. (correct)
Which aspect is essential for service customization in tourism organizations to empower employees?
Which aspect is essential for service customization in tourism organizations to empower employees?
What role do interpersonal skills play in the empowerment of tourism employees?
What role do interpersonal skills play in the empowerment of tourism employees?
What is the primary characteristic service personnel in the tourism industry must possess?
What is the primary characteristic service personnel in the tourism industry must possess?
What is a critical first step in properly staffing a tourism and hospitality business?
What is a critical first step in properly staffing a tourism and hospitality business?
Why is teamwork important in the tourism and hospitality industry?
Why is teamwork important in the tourism and hospitality industry?
Which of the following is NOT a part of the human resource planning process in tourism businesses?
Which of the following is NOT a part of the human resource planning process in tourism businesses?
What should an organization consider when conducting a job analysis?
What should an organization consider when conducting a job analysis?
What does the concept of 'service naturals' refer to in the tourism industry?
What does the concept of 'service naturals' refer to in the tourism industry?
Which role does management play in staffing within the tourism and hospitality sector?
Which role does management play in staffing within the tourism and hospitality sector?
What must organizations identify during human resource planning for effective staffing?
What must organizations identify during human resource planning for effective staffing?
What primarily distinguishes mentoring from coaching?
What primarily distinguishes mentoring from coaching?
Which training method allows for learning through observation and hands-on experience?
Which training method allows for learning through observation and hands-on experience?
What is the main purpose of simulation training?
What is the main purpose of simulation training?
Which of the following best describes on-the-job training?
Which of the following best describes on-the-job training?
What type of training mainly makes use of audiovisual materials?
What type of training mainly makes use of audiovisual materials?
Which training method involves using software to guide learners through a course?
Which training method involves using software to guide learners through a course?
What is a key characteristic of DIY training?
What is a key characteristic of DIY training?
In which training method might a trainee rotate through different departments?
In which training method might a trainee rotate through different departments?
Which of these training methods emphasizes the application of learned skills through practice?
Which of these training methods emphasizes the application of learned skills through practice?
What differentiates classroom lecture from other training methods?
What differentiates classroom lecture from other training methods?
What is the first step organizations take when looking to hire external employees?
What is the first step organizations take when looking to hire external employees?
Which of the following methods is NOT commonly used to gather information about candidates?
Which of the following methods is NOT commonly used to gather information about candidates?
In the staffing process, what is the main goal of the selection stage?
In the staffing process, what is the main goal of the selection stage?
What aspect is especially challenging for hiring in the tourism industry?
What aspect is especially challenging for hiring in the tourism industry?
Which question is essential to assess an applicant's suitability for a service-based role?
Which question is essential to assess an applicant's suitability for a service-based role?
What is the purpose of onboarding a new employee?
What is the purpose of onboarding a new employee?
Which of the following contributes the most to creating memorable guest experiences?
Which of the following contributes the most to creating memorable guest experiences?
What must organizations assess during the selection process besides skills?
What must organizations assess during the selection process besides skills?
What is a significant outcome of effective hiring practices in the tourism industry?
What is a significant outcome of effective hiring practices in the tourism industry?
Which of the following could be an example of 'talent pooling'?
Which of the following could be an example of 'talent pooling'?
What is one of the main purposes of sending employees to training programs?
What is one of the main purposes of sending employees to training programs?
Which type of need focuses on an employee's desire for praise and attention?
Which type of need focuses on an employee's desire for praise and attention?
What aspect of motivation facilitates customer acceptance of new services?
What aspect of motivation facilitates customer acceptance of new services?
Which level of needs is primarily concerned with financial stability?
Which level of needs is primarily concerned with financial stability?
What is essential for managers to understand regarding their employees?
What is essential for managers to understand regarding their employees?
What can be a good way to satisfy recognition needs?
What can be a good way to satisfy recognition needs?
What is a potential benefit of having employees with a strong sense of social belonging?
What is a potential benefit of having employees with a strong sense of social belonging?
What motivates employees to feel important within an organization?
What motivates employees to feel important within an organization?
What fundamental need do employees aim to fulfill when seeking a job?
What fundamental need do employees aim to fulfill when seeking a job?
Which of the following is a consequence of well-motivated employees?
Which of the following is a consequence of well-motivated employees?
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Study Notes
Service Staffing in the Tourism Industry
- The tourism industry heavily relies on a labor-intensive workforce to deliver tangible and intangible products and services.
- Effective staffing is crucial for tourism businesses to meet guest needs and expectations.
- The management plays a role in hiring, training, evaluating, rewarding, and overseeing employees to ensure they are prepared to serve guests at the right time and place.
Staffing Process
- Step 1 - Job Analysis: Thoroughly understand the job you are trying to fill including the specific skills and competencies required.
- Step 2 - Recruitment: Utilize various channels like the company website, print media, professional networks, internship programs, referrals, walk-in applications, and talent pooling to attract qualified candidates.
- Step 3 - Selection: Gather information on potential candidates through application reviews, interviews, psychological tests, and background checks to choose the best fit for the position.
- Step 4 - Hiring: Select the candidate who not only possesses the necessary technical skills but also demonstrates strong interpersonal skills, creativity in resolving customer issues, and the potential to grow in the organization.
- Step 5 - Onboarding: Introduce new employees to the company and their role through comprehensive onboarding and training.
Types of Training
- Mentoring: An experienced team member guides a new employee to improve their performance.
- Coaching: A specialist focuses on building a new employee's skills and competencies.
- Apprenticeship: An experienced master teaches through observation and hands-on experience over time.
- On-the-Job Training: Employees gain knowledge and skills through real-world experience under the supervision of a manager.
- Classroom Lectures: Traditional approach involving trainers delivering knowledge and skills, often supplemented with exercises.
- Simulations: Trainees practice tasks in controlled environments replicating real-world scenarios.
- Audiovisual Presentations: Training videos allow employees to learn at their own pace.
- Computer-Aided Training: Computer programs guide trainees through predetermined courses.
- Do-It-Yourself (DIY) Training: Employees learn through self-paced modules at their own convenience.
Motivating Employees
- Providing proper training and knowledge is essential for employees to fulfill customer expectations.
- Employee motivation leads to better customer acceptance of new services and products, positively impacting business performance.
- Needs Levels:
- Survival Needs: The basic necessities employees require, such as earning a living.
- Social Needs: Employees' desire to feel a sense of belonging and connection within the work environment.
- Recognition Needs: The need for appreciation and acknowledgment of good performance.
- Achievement Needs: The drive to contribute skills and expertise, feeling valued by the organization, customers, or the community.
- Empowerment: Increasing employee autonomy and ownership, particularly important in tourism businesses with customized services, long-term customer relationships, and dynamic business environments.
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