Inhaltsangabe
Provides clear guidelines for integrating quality service concepts with those of human resource planning and development. Van der Wagen (hospitality management professional and writer) takes a systematic approach to all issues, showing managers how to develop a learning culture that is responsive to changes, particularly those in customer needs. In merging human resource management (including competency-based training) and quality management, she helps managers and trainers to keep both staff and customers for life. Annotation c. Book News, Inc., Portland, OR (booknews.com)
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Über die Autorin bzw. den Autor
Lynn Van Der Wagen is Head Teacher of Tourism and Events at Northern
Beaches TAFE, Sydney. Lynn was part of the team that trained the 100,000 workforce for the 2000 Olympic Games and has recently run a workshop for the Beijing Organizing Committee for the Olympic Games (BOCOG) on training needs analysis. Published in five countries, Lynn has eight text books to her name. In 2006 Lynn was awarded /National Training Legend/ by Tourism Training Australia. She is currently undertaking doctoral research in the area of customer service training.
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ISBN 10: 0750689102
ISBN 13: 9780750689106
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