Maine SBDC Retail Portal

Selecting and Sustaining Frontline Superstars

 Is your frontline hurting your bottom line?
Is it an asset or a liability? In this very useful and practical forum, hospitality consultant Donna Fichtner went beyond the cash register to discuss hiring, training and retaining winning retail and service teams. She presented a systematic approach to identifying, training and motivating the right people for your business. She presented:

  • Creative recruiting techniques 
  •  Insightful candidate selection
  •  Five training principles for success
  •  Motivating and empowering teams
  •  Working with difficult employees

A recognized leader in the hospitality industry, Donna Fichtner is past chair of the Maine Tourism Commission and currently serves on the board of the Maine Tourism Association. In 2003 she received the Association's Marketing Award for her work in capturing and marketing the National Folk Festival and was inducted into Maine's Tourism Hall of Fame in May 2007.
 

 Donna's Recommended List of Helpful Employer Resources: 

10 Steps to Empowerment by Diane Tracy. An easy read that focuses on employer means to empower employees.

 

101 Great Answers to the Toughest Interview Questions by Ron Fry. A terrific resource to prepare basic interview questions and what to look for in responses.

 

1001 Ways to Inspire Your Organization, Your Team and Yourself by David E. Rye. This book is based on a simple personality test that helps employers to understand how to address issues for a variety of personalities.

 

1001 Ways to Energize Your Employees by Bob Nelson. A book packed with ideas for empowerment, self-directed teams, and continuous improvement that inspire personal initiative and risk.

 

Keeping Good People by Roger E. Herman. Hundreds of strategies for creating a better business environment, stronger relationships, more support, growth and creative compensation.

 

Managing the Guest Experience by Robert C. Ford and Cherrill P. Heaton

 

Retaining Your Best People by Harvard Business School Press. A compilation of essays on retention.

 

The Art of Managing People by Phillip L. Hunsaker and Anthony J. Alessandra. Person-to-person skills, guidelines, and techniques every manager needs to guide, direct and motivate the team.

 

Simple Truths.com. A website for short inspirational DVDs that can spark conversation among staff on a variety of topics.