Pryce, Josephine (2020) Managing workers in hospitality operations. In: Kenyon, Alexandra, Robinson, Peter, and Musgrave, James, (eds.) Managing Hospitality Experiences. CABI, Wallingford, Oxfordshire, UK, pp. 46-66.

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Abstract

The offering of memorable hospitality experiences is important for a range of reasons, including for consumer satisfaction, ensuring ongoing patronage, positive recommendations to other consumers, and strong organizational performance Hospitality venues, such as hotels and restaurants, provide places for ‘staging’ of engaging hospitality experiences. Such places allow for creatively layering and orchestrating multiple dimensions of service in order to provide distinct and innovative experiential service and encounters that can be compelling and personal. This chapter explores the makings of hospitality in the delivery of quality experiences. It presents a literature review that highlights the three themes that frame this chapter: The People, The Production, and The Place. A fourth, Promotion, is introduced. The chapter examines the key role played by the people who work in the industry. Hospitality workers are at the face of service encounters and their interactions with guests impacts on loyalty, ratings, and experiences. They are a core component of operations. The People theme addresses challenges encountered by hospitality organisations in managing workforce challenges, both internally and externally. It further explores aspects such as: employee attitudes; human resource management (HRM) practices; training; and, organisational, hospitality, and occupational cultures. The chapter brings all of these elements together and offers a ‘Hospitality Services Experiences’ framework.

Item ID:	64762
Item Type:	Book Chapter (Teaching Material)
ISBN:	978-1-78924-203-4
Keywords:	hospitality workers, production, experiences, people, place
Copyright Information:	© CAB International
Date Deposited:	22 Dec 2020 00:05
FoR Codes:	35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350806 Tourist behaviour and visitor experience @ 20% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3505 Human resources and industrial relations > 350503 Human resources management @ 60% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350703 Disaster and emergency management @ 20%
SEO Codes:	90 COMMERCIAL SERVICES AND TOURISM > 9099 Other Commercial Services and Tourism > 909901 Hospitality Services @ 80% 90 COMMERCIAL SERVICES AND TOURISM > 9099 Other Commercial Services and Tourism > 909999 Commercial Services and Tourism not elsewhere classified @ 20%
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