Hotel Front Office Management, 3rd Edition

358 CHAPTER 12: TRAINING FOR HOSPITALITYNotes1. The content of this section relies on ideas found in Supervision in the Hospitality Industry,2d ed., Chapter 5, “Developing Job Expectations” (New York: John Wiley & Sons, 1992), by JackMiller, Mary Porter, and Karen Eich Drummond.2. Lawrence E. Sternberg, “Empowerment: Trust vs. Control,” Cornell Hotel and RestaurantAdministration Quarterly 33, no. 1 (February 1992): 72.3. J. Deutsch, “Welcoming Those with Disabilities,” New York Times, February 3, 1991, quotedin John M. Ivancevich, Human Resource Management, 6th ed. (Chicago: Richard D. Irwin, Inc.,1995), 75.4. Marriott Foundation, “ ‘Fear of the Unknown’ Invisible Barrier to Employment, says MarriottFoundation for People with Disabilities,” Washington, D.C., September 30, 1997; edited July23, 2001. Copyright Marriott Foundation for People with Disabilities.5. Ibid.Key WordsAmericans with Disabilities Act (ADA)cash bankcross-trainingdistance learningdocumentationemployee handbookHospitality Television (HTV)on-the-job trainingorientation checklistorientation processPictureTelpolicy and procedure manualrole-playingskill demonstrationtelephone initiation and reception agreementstraining tickler fileTLFeBOOK