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Empowerment

Empowerment


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About the Book

Inhaltsangabe: Einleitung: Jeder, der einmal in einem Hotel - geschäftlich oder privat - einige Zeit verbracht hat, weiß, dass es schön ist, in einem modern oder wohnlich eingerichteten Hotel mit großen Zimmern und luxuriöser Ausstattung zu übernachten. Ob man mit dem Aufenthalt aber wirklich zufrieden ist, wird neben den angebotenen Leistungen und der Lage des Hotels auch zu einem großen Teil durch das Verhalten der Hotelmitarbeiter bestimmt. Angefangen von der Reservierung, über den Check In und den Zimmerservice bis zum Restaurantpersonal, überall gibt es diese - kurzen oder längeren - Momente, in denen Hotelgäste auf das Servicepersonal treffen. Dieses Zusammentreffen wird auch als „Moment of truth" bezeichnet: Der Moment der Wahrheit, denn hier bieten sich Chancen, den Gast zu begeistern - oder ihn zu enttäuschen. Empirische Untersuchungen ergaben, dass ein Großteil aller Beschwerden von Hotelgästen auf das Verhalten von Hotelmitarbeitern zurückzuführen ist. Die Lösung dieses Problems kann sich an zwei Extrema orientieren: einerseits kann den Mitarbeitern ihr Verhalten für jede erdenkliche Situation vorschrieben werden, andererseits kann ihnen genügend Spielraum für eigene Entscheidungen eingeräumt werden. Dabei können sie lernen, im Sinne des Kunden und des Unternehmens zu agieren. MARRIOTT zufolge können Vorschriften lediglich eine Grundlage (die sog. ›Basics‹) bilden. Außergewöhnlichen Service erbringen verantwortlich handelnde und mitdenkende Mitarbeiter. BLANCHARD ET AL. zeigen in ihrem Buch „Management durch Empowerment" einen Weg auf, wie Mitarbeiter dazu angeregt werden können, eigenverantwortlich und im Sinn des Kunden zu handeln. Empowerment scheint somit eine Möglichkeit zu sein, Mitarbeiter zu kundenorientiertem und gleichzeitig unternehmensorientiertem Handeln zu motivieren. Im Hotelbereich ist das aufgrund der Häufigkeit von Interaktionsmomenten zwischen Mitarbeitern und Gästen äußerst wichtig. Hier gewinnt der Kunde seinen Eindruck vom Unter


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Product Details
  • ISBN-13: 9783838694375
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 7 mm
  • Weight: 218 gr
  • ISBN-10: 3838694376
  • Publisher Date: 13 Mar 2006
  • Height: 210 mm
  • No of Pages: 120
  • Series Title: German
  • Sub Title: Formen und Auswirkungen auf die Kundenzufriedenheit: Mit einer Fallstudie aus der deutschen Hotelbranche
  • Width: 148 mm


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