Service with a smile

Article Abstract:

Interpersonal skills training, management motivation and a change of attitude could transform quality of service in the leisure industry. Traditional uncaring attitudes may have historical roots. Colonial associations and service in Victorian households may have encouraged a patronising attitude towards service. However, good service would encourage customer support.

Standards, Services, Customer service, Recreation, Occupational training

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First impressions count

Article Abstract:

Induction programmes will assist motivation and corporate integration of new employees in the leisure industry. They should include guided tours of the premises and introductions to key personnel and administrative procedures. An introductory booklet could provide useful information on the company. A mentor could provide informal information.

Social aspects, Human resource management, Job enrichment

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Keeping up to date

Article Abstract:

Training updates are vital to keep abreast of developments in the leisure industry. Organisations that ignore in-service training are unlikely to thrive. Regular training maintains employee efficiency and motivation. Morale is higher and staff turnover falls. Updating may involve formal courses, discussion or simply reading widely.

Influence, Training, Employee training

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