How Did That Guest Complaint Happen?
The Power of Forming Expectations to Focus on the Guest
Ownership: Your Guests Tell the Story
The actions taken by this property’s staff clearly demonstrated what they were jointly taking ownership for-an exceptional guest experience.
Culture Never Takes a Holiday
“The results you currently get as an organization are produced by your current culture.”
A Wake Up Call for Greater Engagement
As a leader in the hospitality industry, what are your plans to stir up positive employee engagement in your organization?