Improving the Quality of Hotel Banquet Staff Performance: a Case Study in Organizational Behavior Management

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The banquet staff at a north Texas hotel were responsible for setting up 11 different functions (e.g., buffet dinners) for conferences and meetings. The functions were often set up late and items were often omitted. An analysis suggested that performance problems were the result of weak antecedents, inefficient work procedures, inadequate training and a lack of motivating consequences. An intervention consisting of task checklists, feedback, goal setting, monetary bonuses, training and job aids was designed to enhance the accuracy and timeliness of function setups. Performance increased from an average of 68.8% on the quality measure (accuracy plus timeliness) in baseline, … continued below

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vi, 59 leaves: ill.

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LaFleur, Tobias C. (Tobias Christopher) May 1994.

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This thesis is part of the collection entitled: UNT Theses and Dissertations and was provided by the UNT Libraries to the UNT Digital Library, a digital repository hosted by the UNT Libraries. It has been viewed 4108 times, with 7 in the last month. More information about this thesis can be viewed below.

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  • LaFleur, Tobias C. (Tobias Christopher)

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The banquet staff at a north Texas hotel were responsible for setting up 11 different functions (e.g., buffet dinners) for conferences and meetings. The functions were often set up late and items were often omitted. An analysis suggested that performance problems were the result of weak antecedents, inefficient work procedures, inadequate training and a lack of motivating consequences. An intervention consisting of task checklists, feedback, goal setting, monetary bonuses, training and job aids was designed to enhance the accuracy and timeliness of function setups. Performance increased from an average of 68.8% on the quality measure (accuracy plus timeliness) in baseline, to 99.7% during the intervention phase. Performance decreased to 82.3% during a follow-up phase in which parts of the intervention were discontinued by hotel management. Performance increased to 99.3% with the reintroduction of the intervention phase.

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vi, 59 leaves: ill.

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  • May 1994

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LaFleur, Tobias C. (Tobias Christopher). Improving the Quality of Hotel Banquet Staff Performance: a Case Study in Organizational Behavior Management, thesis, May 1994; Denton, Texas. (https://digital.library.unt.edu/ark:/67531/metadc500375/: accessed July 18, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; .

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