If you were to ask a number of brand executives to describe their customer service best practices, they might throw around phrases like “white-glove treatment,” “industry-leading best practices” and “unprecedented standards of excellence.” But if everyone is acing it in the customer service realm, then how come three out of five
One of my favorite quotes is: “Trust takes years to build, seconds to break, and forever to repair.” There’s much debate as to the owner of this quote but that’s not what matters. What matters is that this sentiment succinctly sums up the significance of stellar customer service, particularly in today’s
Table of Contents Introduction Why Is Breaking in So Difficult? The One Thing You Should Know Before Applying to Any Hospitality Job The Three Golden Rules for Drafting Your Resume Nailing Your Job Interview in Six Simple Steps Conclusion Introduction In my 30+ years spent studying customer loyalty in the
Start With Example-Based Leadership Both customers and staff at every level seek a sense of strong leadership at the helm of any business, and our industry is the best example of that. Actionable protocols, training, policies and procedures that keep operations running smoothly and consistently, always with an energetic and positive
Hotel management and staff can get excited about creating an extraordinary guest experience. Brainstorming should be passionate and full of creativity, without limits. Obviously actual actions should be within the confines of hotel policy, but ideas themselves should never be confined, and a hotel should have a reasonably flexible atmosphere that
