Steps to Success

Steps to Success : Global Good Practices in Tourism Human Resources

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Appropriate for human resource development (sometimes known as organizational behaviour) courses within the travel and tourism programs in colleges, university colleges, and career colleges. Steps to Success: Global Good Practices in Tourism Human Resources provides a snapshot of what's really happening, all around the world, in human resource management. In each of the book's 55 articles, an organization shares its experiences and its results after implementing either new, adapted, or in-house human resource management policies, training programs, and philosophies. These "good practices" are real life success stories that illustrate a positive, practical outcome to a specific challenge.show more

Product details

  • Paperback | 279 pages
  • 130 x 198.1 x 25.4mm | 462.66g
  • Pearson Education Limited
  • Pearson Education Imports: Depositories
  • Harlow, United Kingdom
  • facsimiles
  • 0130419605
  • 9780130419606

Table of contents

Preface. Acknowledgements. Introduction. 1. Finding Your People: Recruitment, Selection, and Hiring. We Work 2 Play, Intrawest Corporation, Canada. A State-of-the-Art Human Resource Management System, Department of Tourism and Commerce Marketing - Dubai, United Arab Emirates. The Mentor Program, The Boardmoor Hotel, United States of America. Employees Customize the Service Culture, The Westin Nova Scotian, Canada. 2. Building Job Skills and Values: Job Readiness, Basic Skills Development, and Employee Relations. Melbourne Hosts Program - An Innovative Airport Training Program, Melbourne Airport, Australia. Greening Partnerships Program, Fairmont Hotels, Canada. Enhancing Self-sufficiency Through Employment Opportunities, Marriott International, United States of America. Mobile English Classes, The Regent Resort Chiang Mai, Thailand. The Evolution of the British Columbia Chef's Association, British Columbia Chef's Association, Canada. 3. Recognizing and Rewarding Your Team: Team Building, Morale Boosting, Incentives, and Compensation. Motivating Staff Through Award Recognition, Sheraton Grand Resort Paradise Island, The Bahamas. Building a Hotel Culture, Sheraton Suites Calgary Eau Claire, Canada. Creating a Vision of Quality, Costa Linda Beach Resort, Aruba. Evaluating Travel Agency Personnel, UNIGLOBE Travel (International) Inc, Canada. Employee Loyalty and Morale Improved Through Training and Assessment, Bigfoot Adventures, Scotland. 4. Building a Performance Culture: Improving Performance Service, Evaluations, Performance Appraisals, Monitoring, and Accountability. Customer Journey, Little Chef Restaurants, United Kingdom. Training Trains, The Blue Train, South Africa. Building a Contact Centre's Quality Management Program, CorporaTel, Canada. Linking Training to Business Goals, Scottish Borders Tourist Board, Scotland. Improving Service Attitudes, Swiss Deluxe Hotels, Switzerland. Employee Service Guarantees, Delta Hotels, Canada. Hospitality Training Network, Holiday Inn Brands Hotel, United States of America. 5: Leading Change for Tourism Organizations: Communication, Partnerships, Organizational Leadership, Decision Making, and Empowerment Product Club Leads the Way, Canadian Tourism Commission, Canada. Training Implications of the Euro, Bass Hotels, Belgium. Using Guest Feedback to Create a Leader in the Rafting Industry, Wilderness Aware Rafting, United States of America. Training to Meet Business Goals, Island Shangri-La, Hong Kong. Fun on the Farm: Montana's Farm & Ranch Recreation Business Workshop Program, Travel Montana, United States of America. Organizational Leadership in Tourism, Rocky Mountaineer Railtours, Canada. Customer Loyalty Built Through Quality Service, Glendola Leisure Ltd., United Kingdom. From "Worst to First": Lessons from a High Flying Airline, Continental Airlines, United States of America. An Open Management System, Nevis Range, United Kingdom. 6: Celebrating Culture: Cultural Interpretation and the Multi-cultural Workforce: Cross-Cultural Training, Multi-cultural Skills and Awareness, and Cultural Interpretation. Intercultural Communication Training, Sheraton Hotels & Resorts Hawaii, United States of America. English Language Training: An Effective Approach, Hilton Batang Ai Longhouse Resort, Malaysia. Monthly Cultural Awareness Package, Four Seasons Hotels and Resorts, Worldwide. Appreciating Cultural Heritage, Ka'anapali Beach Hotel, United States of America. Living Culture Interpreted, 'Ksan Historical Village & Museum, Canada. Cultural Training in Indian Law for National Parks Interpretative Guides, National Park Service, United States of America. Making Training Translate, Four Seasons Resort Bali at Jimbaran Bay, Indonesia. Incorporating Traditional Values and Culture, Outrigger Hotels & Resorts, United States of America. 7. Training for Service Quality: Customer Service Training, Mentoring, Coaching, Peer Training, and Multi-skilling. SuperHost Face to Face, Tourism British Columbia, Canada. Changing Regional Views, Geelong Otway Tourism, Australia. The Bahamahost Program, The Bahamas Ministry of Tourism, The Bahamas. Team Leadership Builds Multi-skilled Workforce, Gledswood Homestead, Australia. Preparing for the Special Needs Hotel Market, Hotel Association of Canada, Canada. Quality Customer Service Policy, Tower Bridge Experience, United Kingdom. Cross-Training Builds Cross Selling, Elmhirst's Resort, Canada. Reflections of a Training Need in Central and Eastern Europe, Mirror Mirror Customer Care Program, Hungary. 8. Standards, Guidelines, and Workplace Quality: Skill Certification, Occupational Standards, Workplace Safety, Risk Management, and Liability Issues. Training Staff Using Industry Standards, Coast Hotels & Resorts, Canada. National Crusade for Quality and Excellence in Tourism Services, The Mexican Ministry of Tourism, Mexico. PROGRES Success, Accor Asia Pacific, Australia. Improving Quality Through Cross-Training, Isle of Eriska Hotel, United Kingdom. Statewide Tourism Training that Works, CERT - The State Tourism Training Agency, Ireland. Evaluating Ecotourism Guidelines for Nature Tour Operators, The International Ecotourism Society, United States of America. Ecotraining, Kingfisher Bay Resort and Village, Australia. Whalewatching and Ecotourism In-house Standards for Boat Operators and Guides, Remote Passages Marine Excursions, Canada. Minimizing Legal Risk Through C.A.R.E., Sky City, New Zealand.show more