This paper discusses the use of dramatic scripts to train employees in the hospitality industry.
Written in 2008; 1,555 words; 3 sources; APA; $ 51.95
Paper Summary:
Using the case study "Episode 8: 'We Don't Want any Troublemakers in Our Hotel'" as primary example, this paper sets forth eight questions that present many of the challenges that hotel employees face when confronted by unruly guests. The paper relates that the concept of the workplace as a theatrical stage can enable service employees to be creative in handling difficult situations. The author concludes that there are also situations when a more formal functional script should be implemented.
From the Paper:
"The delivery of excellent and sincere customer service does not require unnecessary servility and acquiescence on the part of employees. While hospitality service employees must of course be especially attentive to the needs and demands of guests and customers, this attentiveness does not and should not be at the expense of basic human dignity because such servility actually encourages the behavior of guests such as Mr. Patel."
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