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Essay / Research Paper Abstract
This 12-page paper focuses on the importance of employee empowerment in the tourism industry. Much of the paper discusses how customer service is a competitive advantage in this very cutthroat industry, and how empowerment can help in the customer service arena. Bibliography lists 7 sources.
Page Count:
12 pages (~225 words per page)
File: D0_MTtouemp.rtf
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Unformatted sample text from the term paper:
the global economy (Farrell, 2001). This industry is also the worlds largest generator of jobs, as it has employed upwards of 225 million people worldwide (at least, as of 1998
- no doubt, that total has grown during the past several years) (Farrell, 2001). Yet despite the fact that tourism is a huge employment mill, there isnt a whole lot
of evidence that employee empowerment is part of a human resources design when it comes to tourism employees. Tourism is a difficult
job. Its challenging and it involves a great deal of customer service as the industry is selling a specific service to the customer. Whether it be a hotel room, an
airline flight, a vacation package or a restaurant, customers are going to purchase the service based somewhat on price, but also based, more often than not, on the service. All
things being equal, for example, most vacation packages are priced the same. But its the service and friendliness of the staff that can make the difference.
One tool that helps speed service to customers is that of employee empowerment. If an employee can help the customer on the spot, that customer is
more than likely to have positive things to say about an employee. In one instance, for example, on a cruise ship, a family found theyd overreached their credit limit on
a particular credit card that was tied to services and products they purchased on the ship. Though it was night and the ship-to-shore phone was closed down for the evening
(so the family could have called the company for an extension), the guest services employee on duty had the empowerment and authorization to offer a temporary line of credit to
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