I was recently a guest on the Hospitality Mavericks podcast to talk about running a successful hotel and hospitality operation. You can find the podcast at: https://hospitality-mavericks.lnk.to/kc3RgFA or through your favorite podcast app by searching Hospitality Mavericks.
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?
Every issue, no matter how small, is an opportunity for you to take control, critically analyze your operation to find and remove barriers and ultimately truly wow your customer. If you treat service issues with the right mindset they will make you better.