Understanding Business
Understanding Business
12th Edition
ISBN: 9781259929434
Author: William Nickels
Publisher: McGraw-Hill Education
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Please explain the photo attached and cite some examples thank you
External Factors External factors that affect an organization may be political, economic, social or technological. The same internal factors that lead to an organization's success inevitably characterize that organization's relationship to the external environment in these broad areas. explain itself An organization with a clear sense of mission, for example, can better to the world and can align itself with the positive elements in each area. Leaders who can learn and communicate what they've learned within their organizations also can learn from the organization's external environment and communicate successfully with it, resulting in an ongoing exchange of ideas to the benefit of both the organization and its environment. Amazon, a single company that is transforming the way goods are bought and sold all over the world, has a reputation for communicating effectively with its suppliers and customers. Amazon is a customer-driven idea machine that believes the customer is always right. Determining what is right for each of its millions of customers and creating and maintaining a fast-growing organization that responds effectively to what each customer wants is Amazon's almost unprecedented triumph of 21st-century organization. The Importance of Training & Development in the Hospitality Industry The hospitality industry uses a diverse workforce, which includes a variety of positions that may or may not have a strong educational component. A valet, cleaning personnel and restaurant servers have different requirement than check-in clerks, concierge providers and managers. Yet, the entire workforce is a reflection of a hotel's hospitality culture, which is why everyone needs to be trained from top to bottom on certain specific values and standards. The Company Culture Every hospitality company has its own special way of doing things. You might remember a specific hotel because of the chocolates that a courteous maid deliberately left on your pillow. A cruise line might always make towel monkeys that sit on the bed to greet you. A tropical hotel might do a lei greeting the moment you arrive. These are all components of a corporate culture that's designed to enhance the guests' experience. Training at each location helps ensure that everybody will have a consistent experience.
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Transcribed Image Text:External Factors External factors that affect an organization may be political, economic, social or technological. The same internal factors that lead to an organization's success inevitably characterize that organization's relationship to the external environment in these broad areas. explain itself An organization with a clear sense of mission, for example, can better to the world and can align itself with the positive elements in each area. Leaders who can learn and communicate what they've learned within their organizations also can learn from the organization's external environment and communicate successfully with it, resulting in an ongoing exchange of ideas to the benefit of both the organization and its environment. Amazon, a single company that is transforming the way goods are bought and sold all over the world, has a reputation for communicating effectively with its suppliers and customers. Amazon is a customer-driven idea machine that believes the customer is always right. Determining what is right for each of its millions of customers and creating and maintaining a fast-growing organization that responds effectively to what each customer wants is Amazon's almost unprecedented triumph of 21st-century organization. The Importance of Training & Development in the Hospitality Industry The hospitality industry uses a diverse workforce, which includes a variety of positions that may or may not have a strong educational component. A valet, cleaning personnel and restaurant servers have different requirement than check-in clerks, concierge providers and managers. Yet, the entire workforce is a reflection of a hotel's hospitality culture, which is why everyone needs to be trained from top to bottom on certain specific values and standards. The Company Culture Every hospitality company has its own special way of doing things. You might remember a specific hotel because of the chocolates that a courteous maid deliberately left on your pillow. A cruise line might always make towel monkeys that sit on the bed to greet you. A tropical hotel might do a lei greeting the moment you arrive. These are all components of a corporate culture that's designed to enhance the guests' experience. Training at each location helps ensure that everybody will have a consistent experience.
Developing Talent Many hospitality workers start in entry-level positions and work their way up into higher level jobs. When a company takes the time to train people, it is easier to recognize the talent that can be developed for higher management positions. Training for the hospitality industry is diverse. Basic skills include communication and ways to interact with the hotel guests. It also involves teamwork training and diversity training, because the staff is perceived as one unit by guests. Learning to work together with people from different backgrounds is essential since staff never know what the background of any specific guest will be. Yet the guest experience needs to be the same for everyone. Problem Solving and Service Great service that leads to amazing experiences is the goal of the hospitality industry. This is something hospitality leaders need to develop in staff. Things go wrong; it's part of life. For example, if a guest has been given the wrong reservation and the problem is not resolved in a friendly and positive way, the guest will not have an enjoyable experience. The goal is to resolve problems so the guest feels satisfied about the solution and that she wants to continue her stay so that ideally, she will want to return. Safety and Security prepare staff, and If a danger presents itself in the hotel, guests look to staff to direct them. After all, the staff knows the lay of the land, whereas the guests are in unfamiliar territory. Staff should be trained as to the basics of safety, with many having the ability to perform first aid and CPR if necessary. The hospitality industry must also develop plans in the event of natural disasters and potential terrorist activity. This is so important, because if the staff doesn't know what to do, chaos will emerge, because people panic while they are trying to determine the best course of action.
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Transcribed Image Text:Developing Talent Many hospitality workers start in entry-level positions and work their way up into higher level jobs. When a company takes the time to train people, it is easier to recognize the talent that can be developed for higher management positions. Training for the hospitality industry is diverse. Basic skills include communication and ways to interact with the hotel guests. It also involves teamwork training and diversity training, because the staff is perceived as one unit by guests. Learning to work together with people from different backgrounds is essential since staff never know what the background of any specific guest will be. Yet the guest experience needs to be the same for everyone. Problem Solving and Service Great service that leads to amazing experiences is the goal of the hospitality industry. This is something hospitality leaders need to develop in staff. Things go wrong; it's part of life. For example, if a guest has been given the wrong reservation and the problem is not resolved in a friendly and positive way, the guest will not have an enjoyable experience. The goal is to resolve problems so the guest feels satisfied about the solution and that she wants to continue her stay so that ideally, she will want to return. Safety and Security prepare staff, and If a danger presents itself in the hotel, guests look to staff to direct them. After all, the staff knows the lay of the land, whereas the guests are in unfamiliar territory. Staff should be trained as to the basics of safety, with many having the ability to perform first aid and CPR if necessary. The hospitality industry must also develop plans in the event of natural disasters and potential terrorist activity. This is so important, because if the staff doesn't know what to do, chaos will emerge, because people panic while they are trying to determine the best course of action.
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