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Let It Be or Let It Be Better: Employment Empowerment Effects on Hotel Guests Satisfaction

Author

Listed:
  • Wang Ding Ling

    (Zhuhai College of Jilin University, China)

  • Po-Ju Chen

    (University of Central Florida, Florida, U.S.A.)

Abstract

A couple traveled with two young children to Malaysia for a family vacation. The front desk agent voluntarily upgrades the family from a standard room to a family suite. The customer-orientated training of the front desk demonstrated by the employee¡¦s consideration impressed the family. Since the upgrade does not require the family to pay more, the front desk employee¡¦s action is an indication of effective training and empowerment to satisfy guests. Of course, room upgrades are not the only ways to impress guests. What other options can hotel employees offer? *Brands and names are disguised to protect individuals and corporate brands.

Suggested Citation

  • Wang Ding Ling & Po-Ju Chen, 2017. "Let It Be or Let It Be Better: Employment Empowerment Effects on Hotel Guests Satisfaction," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 159-165, December.
    • Handle: RePEc:ijb:journl:v:16:y:2017:i:2:p:159-165
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    References listed on IDEAS

    as
    1. Allen, Joseph A. & Lehmann-Willenbrock, Nale & Sands, Stephanie J., 2016. "Meetings as a positive boost? How and when meeting satisfaction impacts employee empowerment," Journal of Business Research, Elsevier, vol. 69(10), pages 4340-4347.
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