Reference no: EM132296767
The majority of frontline jobs in the hospitality industry are filled with young employees (e.g., Generations Y and Z), and companies want to understand them better. Ultimately, companies aim to hire employees with high performance potential, therefore with positive organizational outcomes (e.g., employee job satisfaction, customer satisfaction, profit). Imagine that you are a consultant for an up-scale hospitality company that is developing management strategies of service employees. Please prepare a report that addresses the following issues that the company must consider in developing such strategies.
a) Discuss how young generations (e.g., Millennials, Generation Y, and Generation Z) are different from older generations (e.g., Gen X and Baby Boomers) in relation to work values and organizational outcomes. Also discuss how emotional intelligence influences hospitality students’ (young generation) perspectives for working in the hospitality industry.
b) Discuss how certain employee characteristics, such as customer/service orientation, are related to job-related organizational outcomes.
c) Discuss how customers evaluate service experience based on the three types of service clues by highlighting employee services.
d) Discuss how employee satisfaction can lead to customer satisfaction and ultimately profit.