 |
|
|
|
|
|
Chapter 12: The Tourism Services Sector
Article: Delivering Service Guarantees ...Delta Hotel & Resorts uses Employee Service Guarantees to deliver on its promise to be a better partner for its workforce. OVERVIEW: Delta Hotels & Resorts is Canada’s largest privately owned hotel management company, operating more than 35 hotels in Canada, Florida, Cuba and the Asia-Pacific. The company is based in Toronto and operates four-star hotels with a workforce of more than 6,500 employees world-wide. Delta is known for its aggressive marketing strategies and close customer focus offering leading edge products and services. It was first in the Canadian marketplace with a one minute check-in service guarantee for its Delta Privilege customers and first to offer the now familiar Business Zone rooms. Delta introduced service guarantees for its internal customers in 1995 to ensure it provided a quality assurance platform for its employees. This initiative
also supports the company’s Quality focus. IMPLEMENTATION: The first service guarantee was developed and implemented in 1995. The human resources development team used employee focus groups to develop the program. The first guarantee simply stated that all employees would receive their annual performance review within 30 days of their anniversary date. If their manager
(the Company) did not meet this service guarantee, they would receive one week’s additional pay on their next paycheque. Each month, Delta’s Human Resources department notifies hotel department managers of employees’ upcoming
anniversary dates. The responsibility for tracking the reviews rests with the department manager and the human resource associate. Employee Service Guarantee #1: We promise to give you feedback on how you are doing and to give you a chance to tell us how we are doing...on a regular basis. This means you will have an Employee/Management Development Review within 30 days of your anniversary date. If we do not keep this promise, we will give you one week’s pay. The program was launched through a series of departmental meetings, posters, paycheque ‘stuffers’ and employee newspaper headline news articles. The initiative was also aligned with communications regarding the company’s Quality journey. In 1997, a second employee service guarantee was introduced. It stated that all new employees will receive Delta’s department and job specific On-Line Training program within the first two months of their employment. Alternatively, they will receive an additional week’s pay. Current employees will receive a minimum of eight hours of job-related training per year, or they will also receive an additional week’s pay. The guarantee supports the belief that initial and recurrent training for all employees is an essential building block for a quality service oriented organization. Payments for missed reviews and training are taken from the department manager’s operating budget to link the accountability for this guarantee to the manager.
At the end of the year, the number of guarantee payouts per department is reviewed and compared with pre-determined departmental performance objectives. The department manager’s performance bonus is then adjusted according to
the number of payouts. Employee Service Guarantee #2: As a new member of our team, we promise that you will complete a thorough training program within the first two months of your employment. For our currently employed team members, you will receive a minimum of eight hours/one day of job-related training per year. If we do not keep this promise, we will give you one week’s pay. RESULTS: Both guarantees now provide Delta’s human resource departments with the assurance that basic management standards of performance:
In its first year of operation, there were 54 payouts across the hotel chain. In 1996, there were only 36 payouts. Since the second guarantee has to be in
effect for a least one year, results will be available later this year. WTTC Human Resource Centre COMMENT: Delta uses financial incentives and sanctions to ensure management accountability for corporate promises to staff. Alignment with Delta’s vision on training and feedback is directly linked to assessment of management performance.
Chapter 12 Suggested Web Sites: 1. Department of Foreign Affairs and International Trade (DFAIT) Canada’s Department of Foreign Affairs and International Trade web site covers a wide range of international government topics. The site includes a Travel link providing insight to consular services, passport information, travel reports, a weekly travel bulletin, and links to additional government and non-government travel related sites. Through the Publications link, the viewer is able to print out full reports on travelling abroad, working abroad, entering other countries, safety issues, and much more.
2. Industry Canada Industry Canada publishes a range of information products in a variety of printed and electronic formats. The most requested publications are available in
on-line formats through this web site. Program publications provide information on Industry Canada’s programs, services and initiatives, and include guides, reports, and other documents that are of interest to consumers,
businesses, and organizations. Corporate publications give a broad overview of Industry Canada's organization and priorities, and include corporate documents such as main estimates, performance reports and annual reports.
Special reports are commissioned by Industry Canada to encourage analysis and discussion of specific issues. The News Room link is access to Industry Canada’s news releases, speeches, departmental programs, success stories, a photo gallery, upcoming events, and a list-serve that automatically emails you the latest press releases.
3. Human Resources Development Canada (HRDC) The mission of Human Resources Development Canada (HRDC) is to enable Canadians to participate fully in the workplace and the community as it pursues a human
development agenda in all its activities. HRDC fulfills its mission through the following programs and activities: Employment Insurance Income Benefits, Human Resources Investment, Income Security and Labour. These programs are
delivered by a network of more than 300 HRDC offices, across the country, through call centres, kiosks, and web sites. The HRDC web site has information on: the programs and services it offers; about the organization; and the
people who run it. It contains links to the Canada Employment Insurance Commission, HRDC sites in communities across Canada, and to locations where one can find help if you are looking for work, such as the Electronic Labour
Exchange and the National Job Bank. 4. Citizenship and Immigration Canada (CIC) Citizenship and Immigration Canada (CIC) is structured around the government’s mission to build a stronger Canada by deriving maximum benefit from the global
movement of people, by protecting refugees at home and abroad, by defining membership in Canadian society, and by managing access to Canada. This site offers a history of immigration to Canada, useful statistics, departmental
structure and objectives, and a good deal of information for visitors, refugees, immigrants, citizenship, and related application procedures. The publications link offers numerous downloadable files. Of great value is the
ability to link to other sites offering on-line access to Canadian visa departments located around the globe, job information, provincial and government information, insight to doing business in Canada, and general Canadian
history. 5. Canada Customs and Revenue Agency (CCRA) The Canada Customs and Revenue Agency provides a full range of services at Canada’s international borders. The web site offers a variety of information on
current customs and immigration regulations, and insight into future border developments. A link specific to the Customs Action Plan 2000-2004 provides a detailed review of the plan and access to related news releases, fact sheets, and speeches. Other valuable links include a FAQ’s (frequently asked questions) concerning border crossing and custom regulation, travel data, international trade statistics, legislation, and international customs. This site enables access to numerous fact sheets, workbooks, blue prints, and discussion papers.
6. The Canadian Chamber of Commerce The Canadian Chamber of Commerce is the influential advocate for Canadian business - working with businesses of all sizes and sectors to help in competition,
growth, and prosperity. The Chamber’s mandate is to create a climate for competitiveness and profitability, and to create jobs for businesses of all sizes, in all sectors across Canada. The site Library link offers access to current news releases and fax flashes. The Canadian Tourism Information link transports the viewer to the official business site of the Canadian Tourism Commission (CTC) and direct access to the Canadian Tourism Exchange (CTX).
7. The Canadian Tourism Commission (CTC) and Canadian Tourism Exchange (CTX) Rather than lobbying or providing subsidies and/or grants to the Canadian tourism industry, the CTC and the various services it provides is an excellent example
of a Canadian partnership between government and the tourism industry. The CTX link brings together research, statistics, news, and other materials so that all of industry have equal access to the same information important for
making business decisions. This partnership enables representatives from industry and government to work together and ensure that Canada’s tourism industry remains a profitable part of the Canadian economy. 8. National Capital Commission (NCC) Information Centre Click on the Capital Infocentre link to visit Ottawa’s infocentre that is located across from Parliament Hill and operated by the NCC. Like all infocentres across Canada, guests are able to find the type of information they need to make their holiday a wonderful experience. This particular infocentre, however, is more than an information centre - it’s an experience featuring dynamic exhibits, a dazzling multi-media theatre presentation, and great souvenirs! Using the latest in interactive visitor information systems, one can plan a visit that is custom-fitted to ones tastes and interests through the touch of a computer screen. For personalized service, there are orientation counsellors standing by to answer questions. Those travelling with a group, can make use of the Infocentre's itinerary planning service by booking time with an orientation counsellor or reserving the MetLife Theatre in advance.
9. Ontario Chamber of Commerce (OCC) The Ontario Chamber of Commerce is a federation of over 180 local Chambers of Commerce and Boards of Trade representing over 57,000 businesses from across
Ontario since 1911. The site offers access to news releases distributed by the Chamber, and a calendar link outlining what’s happening within the Chamber and other events of interest to members. A secured ‘members only’ link
provides for easy member contact. View this site to understand how a typical Chamber of Commerce can use the internet to provide effective internal communications. 10. Tourism BC As Nickerson and Kerr mention, Canada’s Destination Marketing Organization (DMO) is the CTC. Each province, however, has some form of a DMO and in British Columbia it is Tourism BC - a Provincial Crown Corporation responsible for promoting British Columbia as a preferred travel destination to the world. Tourism BC works closely with British Columbia's tourism industry to promote and develop tourism throughout the province and to ensure the continued long-term growth and prosperity of BC's $9 billion tourism industry. Like all Canadian provinces and territories, Tourism BC’s provincial tourism site has a wealth of information to help the Canadian, American, and international traveller plan and book a vacation within British Columbia. Tourism BC's mandate is to promote development and growth in the tourism industry, to increase revenues and employment throughout British Columbia, and to increase the economic benefits for all British Columbians. To find out what Super, Natural British Columbia has to offer, Tourism BC has a number of web site links such as: Trip Ideas; Search Listings; Maps; Regions; My Planner; Find Accommodation; BC Experiences; and Info Centre. Compare Tourism BC’s site to the Ontario Ministry of Tourism and see what they do similar.
Ontario’s Ministry of Tourism web site lets you explore Ontario’s natural beauty and diversity on-line. This provincial-based web site successfully delivers useful information for both tourism business stakeholders, as well as tourists seeking area travel information. While navigating the site one will learn the purpose of the minister’s office, about the ministry, agencies and attractions in Ontario’s tourism industry, current topics in Ontario’s tourism industry in today’s news, and Ontario specific tourism research and publications available for purchase. One can also research local events, gather information on what to see while touring cities, the outdoors, and regions throughout Ontario, discover local trivia, and make reservations. The site speaks to international, U.S. and Canadian visitors alike.
|
||||