Importance Of Service Profit Chain And Marriott Hotels Human Resources Management Practices

1085 Words Nov 27th, 2016 5 Pages
The Importance of Service Profit Chain to Hotel Management and Marriott Hotels Human Resources Management Practices
Introduction
Being a people person is key in the hospitality industry. It is important to have character, be emphatic and genuine with customers. Industry employers look for candidates with humor and character. Employers also look for associates that align with the organizations culture and values. An ideal candidate is emotionally intelligent, has the desire for service and understands the value of a customer. ‘Hire the right person for the job by hiring a person with the spirit to serve’ (Marriott, 2000). Human resources serve the role of hiring, training, managing and firing employees. A service profit chain is a process in human resource management that leads to customer loyalty and profitability. In an article by Heskett, Jones, Loveman, Sasser and Schlesinger (2008), “A service profit chain establishes relationships between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity”. The objective of this paper is to understand why the service profit chain is important to hotel management. Organizations that implement service profit chain stand a better chance of retaining more customers and achieving employee satisfaction and a hotel runs service business. Service profit chain increases the opportunity for employees to be committed and put in their best. “Nowhere is that more true—than in the hospitality industry. We don’t…

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