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Front Office, 2nd Edition by S. Lewry, P. Abbott

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Chapter 13

Staffing

Introduction

No matter how well designed a system may be, it can only be as good as the people who run it. As we have seen, competent, well-motivated staff are an essential element of any successful service operation. This is a matter of selecting the right people, giving them the right equipment, inducting and training them properly, then letting them get on with it, using the control process we have already described to monitor their performance.

These activities overlap into other management subjects. Staffing, for instance, covers the establishment of appropriate staffing levels, recruitment, selection, induction, training, motivation, welfare and appraisal. Most of these are the province of the human relations expert, ...

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