In hospitality, our greatest asset can also be our most powerful threat. The hallmark of every respected hotel has always been its personnel; it’s the empathy, the personal touch, the sunny disposition, and the individual commitment to creating a superior guest experience that differentiate a brand and earn customer loyalty. In today’s world, customer experiences, both good and bad, can be shared virally in an instant, and the success of every hotel hinges on the delivery of effective customer service.
If your hotel is like most, now is the time to refocus your staff by taking a hard look at your employee training methods.
via The Secret to a Stellar Staff: New Approaches to Testing, Training, and Coaching, by Kyle Rogg.
