Simple Behaviors Help Hotels Wow Guests, Co-Workers

During an employee orientation at a large resort/conference hotel where I once worked, the general manager raved about his experience at a local, very casual restaurant with doors for tabletops, chicken-fried steak on the menu and a BYOB policy. His expectations of the place were very low when he walked in, but then he proceeded to tell our new employees how this humble restaurant blew him away with its customer service.

High-performing organizations, such as Disney and Ritz-Carlton, are well known for exceptional customer service, but any organization can stand out from the competition by emulating what I call the service nonnegotiables. Read More.

This blog orginally appeared as an article on page 16 in the August 2015 issue of HotelManagement.net