Videos

Hyatt  https://www.youtube.com/watch?v=nMGF7MnoZBs

This is a good example of a video targeting prospective employees.

Hilton  https://www.youtube.com/watch?v=K8odBS2Xamo

This is Hilton’s version an employee recruitment video. It would be redundant to show both the Hyatt and Hilton videos.

Disney  https://www.youtube.com/watchv=lPxq9Z7xCiw&index=2&list=PLNGl6PPpFQus1L384xCrzZXKL74yMk-1O

This is on what it is like to be an event manager for Disney. It is part of the “Every role is a starring role series.” If you put this URL in YouTube the other positions in the series will also come up.

Flight attendant https://www.youtube.com/watch?v=95ebmmGA9zM

Disney has rigid rules and policies so gets receive a consistent experience in the parl and on the rides. This video from southwest shows a culture that gives  the employees the freedom to interact with the consumers in a manner they feel is most appropriate.

Class Exercise

Ask the class to describe a time when they worked for a company that valued both its customers and employees. What did the company do make the employees seem like they were a valued part of the company.

Current Material

Mary Dawson, Juan Madera, Jack Neal, and Jue Chen, “The Influence of Hotel Communication Practices on Manager’s Satisfaction with Limited English-Speaking Employees,” Journal of Hospitality and Tourism Research, 38, no. 4 (November 2014): 558.

Micah Solomon, “Four Seasons Hotels: Building Hospitality and Customer Service Culture,” Forbes, September 1, 2013, www.forbes.com/sites/micahsolomon/201four-seasons·hotels-building·a-hospitality-service-cluture-without-starting·from-scratch/; http://jobs.fourseasons.com/Pages/Home.aspx and www.fourseasons.com/about_us/

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