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Showing posts with the label food and beverage. service delivery

Hotel Management and Service Improvement Through Job Embeddedness

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Casa del Mar Hotels and resorts hire a higher percentage of service employees and are constantly seeking ways to improve on service delivery. To create seamless service it is necessary to have stronger performance the moment the bell person takes the customers bags to the server who delivers their order. Research in job embeddedness helps to highlight how training, empowerment, and rewards can lead to higher levels of performance by service workers. Yet this research also indicates that rewards and training may not be the most important consideration. Job embeddedness is a concept that refers to, “the combined forces that keep a person from leaving his or her job” (Yao et. al, 2004,pp. 159). This concept can include compensation, organizational fit, personal abilities, management style, etc… The concept is closely associated with employee satisfaction in terms of how and what employees feel about the organization. Turnover rates and poor performance can be expensive fo