I was interviewed by John Albano with the Lodging Leaders Podcast at the end of 2018. We had a great discussion about how managers can go about building the best team, how to give purpose to employees day to day work, some of the roadblocks that managers deal with in training or developing their teams, and how to build a strong internal culture – one where employees are raving fans of what they are doing.
This is going to be controversial…. With the changing times, if you’re still sending out stand-alone satisfaction surveys asking for feedback on every aspect of a customers’ stay, what information are you really trying to collect?
In a noisy marketplace, relying on a specific product and / or traditional service staple as a differentiator isn’t the best strategy to get your hotel or restaurant noticed. Creating a service experience that feels as though it’s one of a kind is how customer service focused businesses will win in the future.
When managing people, your success is largely dependent on getting work done through other people. If they fail, you fail. When your team drops the ball, the first thing you should do is look in in the mirror and honestly evaluate your actions to see if you gave as much as you could to the cause.