1 - 6 of 6
Number of results to display per page
Search Results
2. Harnessing Digital Technology for Frontline Worker Mobility: Eat’n Park’s Partnered Approach
- Author:
- Vivian Vazquez, Jenny Weissbourd, and Amy Blair
- Publication Date:
- 08-2019
- Content Type:
- Working Paper
- Institution:
- Aspen Institute
- Abstract:
- Online upskilling programs have the potential to support continuous, lifelong learning that can help adults learn new skills and advance in a changing labor market. Yet the online learning landscape can be difficult to navigate. Many workers face challenges balancing digital courses with work and personal commitments, accessing and using technology, and determining which of the many available programs signal value to employers. Companies can play an important role in making online upskilling accessible and relevant to frontline workers. Our latest report documents one partnered approach to designing and piloting an online training program for incumbent workers, led by a food service company, a civic leadership organization, and a local university in Pittsburgh, Pennsylvania. It explores how Eat’n Park partnered with Robert Morris University and the Allegheny Conference on Community Development to design and deliver digital training to frontline Eat’n Park employees. Our profile shares findings from a pilot customer service training program, focusing on the experiences of workers who participated and their managers. It includes information on program content and design, and the business case for launching training. It also offers four key practices that workers noted were important to their motivation and ability to complete the program
- Topic:
- Science and Technology, Labor Issues, Retail, Digitalization, and Customer Service
- Political Geography:
- North America and United States of America
3. The Impact of Online Content on Portuguese Tourism
- Author:
- David Goodger
- Publication Date:
- 11-2019
- Content Type:
- Research Paper
- Institution:
- Oxford Economics
- Abstract:
- The Portuguese tourism industry has benefitted from a greater embrace of online content, driving engagement with travellers and ultimately creating new jobs. This study explores the value of online content to the tourism economy in Portugal, building on prior analysis for Southern European destinations. The analysis quantifies the proportion of recent tourism growth which was generated by successfully embracing online platforms and with an improved focus on digital skills. Remaining growth opportunities are also estimated, including the potential for job creation, from increased investment in digital infrastructure and skills. This will help to meet higher tourism growth targets.
- Topic:
- Tourism, Digital Economy, Customer Service, and Consumerism
- Political Geography:
- Europe and Portugal
4. Competing on Service: The Case for Good Jobs at the Omni Hotel
- Author:
- Jenny Weissbourd
- Publication Date:
- 07-2018
- Content Type:
- Working Paper
- Institution:
- Aspen Institute
- Abstract:
- In Boston’s increasingly competitive hotel industry, what does it take to stay on top? The Omni Parker House, America’s longest continuously operating hotel – and proud originator of the Boston cream pie – earns its four-star Trip Advisor rating by investing in its most important asset: its people. The first step is meeting basic employee needs through generous wages and full benefits. But the key to the Omni’s exceptional customer service lies in recruitment, training, and performance management systems that empower frontline staff to make decisions, solve problems, and advance to management roles. The Aspen Institute recently spoke with Alex Pratt, Area Director of Human Resources at Omni Hotels & Resorts, a chain of 53 hotels that includes Boston’s Omni Parker House. Alex brings more than 25 years of experience in hospitality, and has achieved industry-leading retention and high employee satisfaction at the Parker House. Alex is quick to credit partners for the Parker House’s success. He works closely with Local 26, the hospitality worker’s union, and with Boston Education, Skills & Training (BEST) Corp, a model workforce training organization also profiled by the Aspen Institute. BEST provides high road hotels like the Omni with skilled talent. BEST graduates excel in quality jobs where they have the autonomy to shine. In 2021, the Omni will open its second Boston hotel, a 1,054-room property in the Seaport district. One secret to winning the city’s competitive bidding process was a first-of-its kind proposal for an onsite BEST training center where current and prospective employees will develop exceptional hospitality skills. We spoke with Alex to learn more about how the Omni’s innovative people practices and partnerships are delivering winning outcomes for frontline workers, guests, and the hotel’s bottom line.
- Topic:
- Employment, Job Creation, Labor Market, Hospitality, and Customer Service
- Political Geography:
- United States of America, North America, Boston, and Massachusetts
5. The Impact of Online Content on European Tourism
- Author:
- David Goodger
- Publication Date:
- 07-2017
- Content Type:
- Commentary and Analysis
- Institution:
- Oxford Economics
- Abstract:
- This study explores the value of online content to the tourism economies of six southern European countries: Greece, Italy, Spain, Cyprus, Croatia and Malta. The analysis quantifies the proportion of recent tourism growth generated by greater use of online platforms. Improvements since the previous report (produced in 2013) are highlighted. Remaining growth opportunites are estimated, including the potential for job creation, from increased internet adoption by the tourism industry in each country to meet source market demands.
- Topic:
- Tourism, Digital Economy, Internet, Customer Service, and Consumerism
- Political Geography:
- Europe
6. Consumer Detriment: Counting the Cost if Consumer Problems
- Author:
- Oxford Economics
- Publication Date:
- 09-2016
- Content Type:
- Research Paper
- Institution:
- Oxford Economics
- Abstract:
- Every year, millions of UK consumers suffer from some form of consumer detriment, be it a delayed delivery, substandard service or the purchase of a faulty item. Such experiences are a familiar feature of everyday lives, but quantifying the scale and impact of these experiences for UK consumers in a systematic way is a complex task. This research project takes account of the monetary and time costs of consumer detriment, as well as compensation, to arrive at a considered estimate of total net cost for the UK population. This valuation incorporates three core elements. Firstly, it calculates the direct monetary costs borne by consumers who experience problems. These might be cash outlays caused by the problem itself (for example, when a broken toy is simply written off or when a poorly fitted boiler causes knock-on problems that have further costs) as well as any resulting loss of earnings. Secondly, it calculates the value of any leisure time given up by the consumer in experiencing or attempting to resolve the issue, so-called ‘time costs’, which might include things like time wasted on a delayed train, or time spent in a phone queue to get through to customer services. Thirdly, it calculates any compensation payments awarded in light of any claims made by the consumer, and subtracts these from the monetary and time costs described above. This approach seeks to present a comprehensive picture of UK consumer detriment, both larger and smaller problems.
- Topic:
- Markets, Services, Customer Service, and Consumerism
- Political Geography:
- United Kingdom and Europe