IMPROVING THE QUALITY OF HOTEL BANQUET STAFF PERFORMANCE

The banquet staff at a north Texas hotel were responsible for setting up 11 different functions for conferences and meetings. The functions were often set up late and items were often omitted. An analysis sugge sted that performance problems were the result of weak antecedents, in efficient work procedures, inadequate training, and weak performance c ontingencies. A treatment package consisting of task checklists, feedb ack, goal setting, monetary bonuses for quality performance, training and job aids was designed to enhance the accuracy and timeliness of fu nction setups. Performance increased from an average of 68.8% on a qua lity measure (accuracy plus timeliness of setups) in baseline to 99.7% during the treatment phase. Performance decreased to 82.3% during a s econd baseline phase in which the intervention was discontinued by hot el management. Performance increased to 99.3% with the reintroduction of the treatment package. Customer satisfaction ratings of banquet set ups and service were high during the interventions. Treatment effects are discussed with respect to rule-governed behavior.