1. MARKETING USLUGA
- VJEŽBE -

2. LJUDI KAO INSTRUMENT MARKETING MIKSA USLUGA
ZAPOSLENI
KORISNICI

3. OSNOVINI PROBLEMI USLUŽNIH ORGANIZACIJA
NEDOSTACI U UPRAVLJANJU LJUDSKIM RESURSIMA:
LOŠA REGRUTACIJA
NEJASNOST ULOGE I KONFLIKT INTERESA
LOŠ SISTEM EVALUACIJE I NAGRAĐIVANJA
NEDOSTATAK TIMSKOG RADA
NEDOVOLJNA OVLAŠĆENJA...

4. LJUDI KAO ISNSTRUMENT MARKETING MIKSA USLUGA
Interni marketing
Eksterni marketing
Interaktivni marketing

5. ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS
GOLD STANDARD
The Credo The Motto The Three Steps of Service Service Values The Employee Promise

6. ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS
THE CREDO
The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.

7. ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS
MOTTO
At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members.

8. ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS
THREE STEPS OF SERVICE
A warm and sincere greeting. Use the guest's name.
Anticipation and fulfillment of each guest's needs.
Fond farewell. Give a warm good-bye and use the guest's name.

9. ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS
SERVICE VALUES: I AM PROUD TO BE RITZ-CARLTON
I build strong relationships and create Ritz-Carlton guests for life.
I am always responsive to the expressed and unexpressed wishes and needs of our guests.
I am empowered to create unique, memorable and personal experiences for our guests.
I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
I own and immediately resolve guest problems.
I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
I have the opportunity to continuously learn and grow.
I am involved in the planning of the work that affects me.
I am proud of my professional appearance, language and behavior.
I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.
I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

10. ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS
THE EMPLOYEE PROMISE
At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

11. Senior Catering Manager
Experience the Work
Clara continues to work at The Ritz-Carlton because she really likes being empowered. While some employers require you to get a manager's permission before acting, working at The Ritz-Carlton means you are trusted to solve problems on your own each and every day. The training you're provided enables you to use your talents to address any situation you might encounter. "Why do I like working at The Ritz-Carlton? My answer may be simple but it's exactly how I feel. You are empowered to create unique and innovative memories that leave lasting impressions. What a remarkable feeling."
Clara
Senior Catering Manager

12. OSNOVE DOBRE POLITIKE LJUDSKIH RESURSA – TOČAK USPEHA
1. Zaposliti prave ljude
2. Podržati ih
(trening zaposlenih i podrška drugih službi)
3. Motivisati ljude na pravi način
LIDERSKI MENADŽMENT KOJI:
Fokusira napore cele organizacije na način da podrži uslužni personal
Podržava jaku uslužnu kulturu poslovanja povezanu sa dobrom uslugom i profitabilnošću
Širi vrednosti koje inspirišu, daje energiju i vode uslužni personal
Dobra usluga i produktivnost

13. BEST COMPANIES TO WORK FOR
Rank
Company
Job growth
U.S. employees 1
SAS 3%
5,629 2
Boston Consulting Group 2%
1,713 3
Wegmans Food Markets 6%
39,255 4
Google
N.A. 5
NetApp 9%
5,455 6
Zappos.com
37%
1,843 7
Camden Property Trust 0%
1,719 8
Nugget Market
-2%
1,240 9
Recreational Equipment (REI)
-1%
9,380 10
DreamWorks Animation SKG
10%
1,994
Izvor: CNN MONEY, 100 Best Companies to Work For

14. ZAŠTO JE NAJBOLJE RADITI ZA ?

15. KAKO DOMAĆE FIRME DODATNO MOTIVIŠU SVOJE RADNIKE ?
 KOMPANIJA
STIMULANS
Specijalni razvojni programi za telentovane i ključne ljude kompanije.
Motivacionim programom "Vip star” nagrađuju se najuspešniji. Za decu zaposlenih otvoren je vrtić u okviru firme.
Organizovanje obuka za razvoj veština (prodaje, komunikacije, prezentacije), tim bilding druženja, sportske manifestacije.
Uskoro otvaranje nove zgrade sa dodatnim sadržajima: odmorište, vrtić, medicinski centar.
Novčani bonusi za najbolje i organizovanje sportskih aktivnosti i nagradnih putovanja za zaposlene.
Zagarantovani godišnji bonusi za sve zaposlene.
Naknade za trudničko bolovanje 100 odsto.
Finansijska pomoć za radnike na dužem bolovanju.

16. ULOGA POTROŠAČA U ISPORUCI USLUGE
POMAŽE SEBI
POMAŽE DRUGIMA
PROMOVIŠE KOMPANIJU