Each time I stay in a hotel, it’s a voyage of discovery, looking at what they do right, or not. This week I had the opportunity to stay in two different properties in two separate cities, popular brands owned by the same corporate parent. One was well appointed, maintained and clean…but the staff was distant and disengaged; the other was exactly opposite: poorly maintained and appointed, but the staff was friendly and attentive. I understand getting what you pay for, but I don’t get why service levels in each would be different. I guess it comes down to what management sees, and what they do about it: they have to stop just seeing things as they are, and start looking with new eyes at what they could be. While managers are responsible for doing what they can with the building, it’s more important that they train, motivate and inspire employee and service excellence. Don’t just look at the landscape; focus on your service levels today.
Marcel Proust (1871 – 1922): French novelist, critic, and essayist, considered by critics and writers to be one of the most influential authors of the 20th century
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