Answer questions in “Your Opinion Counts”

– Assume that you are a hotel manager who is very concerned about providing quality guest service. List three critical topics you would discuss in a guest service training session presented to all new employees at the time of their new hire orientation.

– Sometimes even very good employees are reluctant to change. Assume, for example, that a specific housekeeping procedure had been utilized for many years at a property. A change is necessary because of numerous guest complaints. What tactics could you, a manager, use to reduce the employee’s resistance to change as the new procedures are implemented?