Answered: Imagine you are the managing director…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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LEARNING ACTIVITY 7: Critical thinking essay & Developing a training plan 1. Imagine you are the managing director of a full service restaurant. One day you receive a complaint letter from a guest reporting s/he was not satisfied with the follow up regarding their criticism of being overcharged in one of your restaurants. a. Why was the complaint made? b. Is there a training need? 2. Imagine you are the training manager of a hotel that will open next year. Your General Manager asks you to develop a training program that aims to boost the team spirit of the newly formed Executive Committee Members. a. Your GM suggests you organize a two-day course in a resort location from 9 to 5 for both days. b. Your task is to suggest 3 training methods that suit the training theme described above. 3. Answer the following questions. a. Suppose you are a clerk in the Training and Development Department of a certain company. It has been observed by most workers that the staff in the Marketing Department have a poor and toxic attitude. Which training method and resources are useful under this circumstance? Explain. b. In your opinion, does training and development increase employee commitment and loyalty toward the organization? Why or why not? c. Why is formal training important? Why not just let people learn about their jobs as they do them?

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