Implementing Human Resource Innovations: Three Success Stories from the Service Industry
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Sun, Justin; Walsh, Kate
Three cases of innovative hospitality industry human resources practices demonstrate that innovation is often a function of how well an idea is implemented, even if it is not necessarily brand new. The programs explained in this report have been creatively and attentively executed in such a way that distinguishes their companies from competitors. The innovators are as follows: Fairmont Hotels & Resorts, which has developed an employee-recognition program dubbed “Service Plus” to acknowledge consistent excellence by offering rewards that are specifically meaningful to employees; McDonald’s, which has implemented sales-promotion incentives that both drive product sales and encourage employee retention; and Sodexo, which uses as many social media platforms as possible to attract and engage potential employees to brand itself as a desirable employer.
human resources; employee recognition programs; service industry; morale
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