Full Description
This handbook is one of the outputs from a programme of technical assistance provided by the Special Advisory Services Division (SASD) of the Commonwealth Secretariat to the Caribbean Tourism Organisation (CTO), to assist the Caribbean region to improve the quality of its tourism product. The first phase of the project focussed on strengthening the region's tourism training programmes with the objective of improving the quality of service delivery at both the technical and professional levels. The second phase of the CETC's support sees the launch of a unique user handbook on good practices in training and human resources in training and human resources planning from customer-driven industry leaders in the Caribbean region.The handbook provides helpful tips and resources on how to find, train, manage and retain good employees. It is the first of an annual series of good practices handbooks, which the CTO will showcasing to highlight positive tourism management and development practices in the region. The Handbook will profile valuable approaches that can be adopted or adapted in other Caribbean tourism business and organisations, many of which will also be relevant in other parts of the Commonwealth.
Contents
ForewordAcknowledgmentsPrefaceIncluded in this handbookIntroductionHR Challenges Facing the Tourism Sector in the 21st CenturyHighlights of the Handbook's Good HR PracticesSection I Recruitment, Screening and HiringFinding the Right FitMalibu Visitor Centre, BarbadosSection 2 Employee Orientation, Training and Professional DevelopmentCustomer Service Plus - Creating Customer LoyaltyAccra Beach Hotel, BarbadosDeveloping Managerial TalentTrinidad Hilton Hotel and Conference Centre, TrinidadRoom Attendants - Not ForgottenAmaryllis Beach Resort, BarbadosRaising Guest Satisfaction LevelsSandals Ocho Rios Resort & Golf Club, JamaicaSection 3 Building a Performance CultureDelivering a Consistently High Level of ServiceBahamas Experience Tours & Transfers, BahamasSection 4 Management and Leadership StylesLeading the Way in Employee InvolvementThe Belize Zoo and Tropical Education Center BelizeHands-on Management Works for a Small OperatorSammy T's Resort, BahamasSection 5 Rewards, Recognition and BenefitsExceptional Service With 'Bucuti's Best'Bucuti Beach Resort, ArubaSection 6 Job Mobility and Career DevelopmentUnderstudy Programme - Enhancing Front-Line Customer Service SkillsBeaches Turks & Caicos Resort & Spa, Turks and Caicos IslandsEmpowering Local StaffStafford Creek Fishing Lodge, BahamasSection 7 Performance Planning and Employee EvaluationRandom Drug-Testing Policy - Safety First!Atlantis Submarines (B'dos) Inc., Barbados
