Question

Hot Topic Article Summary: Select an article related to material covered in this course from an online hospitality industry trade publication (newspaper articles are not acceptable). Prepare a 1%-2 page summary of the article. The summary should include your comments addressing_significant points and recommendations or lessons learned) for managers. Notes: . Article summary must be word processed, double spaced with standard margins and 12 point font. . Cite your source. Do not submit a copy of the article.
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Answer 1

Retaining Hotel employees as Internal customers.

In today's scenario , it is a widely accepted fact that in order to keep your customers satisfied, you need to first focus on keeping your employees happy and satisfied. It is imperative to first go for internal marketing than going for external marketing. Happy and satisfied employees would keep a pool of loyal customers with them.

Studies has been done to find out the factors affecting the satisfaction level of the employees. Employees are happy if they are being paid good salary, fringe benefits and good working conditions in the hotel. But more importantly they get affected by the recognition of achievement, responsibility and sense of recognition given at the workplace. Thus it is imperative that the employees can be satisfied by giving them challenging tasks, recognition for their achievement and sense of responsibility. If the employees are loyal, it would lead to a good image of the hotel in the market and spread positive word of mouth publicity in the market.

Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees Available at : www.sciencedirect.com/science/article/pii/S0278431917307168