Description
This handbook is one of the outputs from a programme of technical assistance provided by the Special Advisory Services Division of the Commonwealth Secretariat to the Caribbean Tourism Organisation, to assist the Caribbean region to improve the quality of its tourism product.
The handbook provides helpful tips and resources on how to find, train, manage and retain good employees. It profiles valuable approaches that can be adopted or adapted in other Caribbean tourism businesses and organisations, many of which will also be relevant in other parts of the Commonwealth.
Published in association with the Caribbean Tourism Association.
Contents
Foreword
Acknowledgements
Preface
Introduction
Section 1: Recruitment, Screening and Hiring
Finding the Right Fit
Section 2: Employee Orientation, Training and Professional Development
Customer Service Plus – Creating Customer Loyalty
Developing Managerial Talent
Room Attendants – Not Forgotten
Raising Guest Satisfaction Levels
Section 3: Building a Performance Culture
Delivering a Consistently High Level of Service
Section 4: Management and Leadership Styles
Leading the Way in Employee Involvement
Hands-on Management Works for a Small Operator
Section 5: Rewards, Recognition and Benefits
Exceptional Service With ‘Bucuti’s Best’
Section 6: Job Mobility and Career Development
Understudy Programme – Enhancing Front-Line Customer Service Skills
Empowering Local Staff
Section 7: Performance Planning and Employee Evaluation
Random Drug-Testing Policy – Safety First!