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  • Guest Service / Customer Experience Mgmt

  • Touch Point Trauma... or Service in Toon Town

  • By Roberta Nedry, President, Hospitality Excellence, Inc.

  • "Beep, Beep...could you move your dishes out of the way!"

    No, the road runner did not just show up at our meal! It was our waitress and she wanted us to move dishes out of the way so she could set down more food. My tablemates and I were flabbergasted. Had she really just said "beep, beep" and asked US to move the dishes? Actually, the more we thought about it, the whole meal had turned into a bit of a cartoon. The beeping actually came after she had forgotten the bread twice, handed us saucers so we could put the cups on them, reached over and in front of us in the middle of conversations without an 'excuse me', served food without utensils and pointed at one of us when asking a question. In addition, one of the guests had an English accent and our server would say "what?" to everything she said, instead of attempting to understand her words in a more polite way. It was as if each point of contact had a comical cartoon caption that might have been funny for someone to watch, not for someone to experience. To set the scene, several of us in ...

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Hotel Business Review Guest Service / Customer Experience Mgmt

Michael McCall
Roberta Nedry
Jesse Boles
Michael Waddell
Marco Albarran
Richard D. Hanks
John Ely
Coming Up In The March Online Hotel Business Review

"Hotel Business Review offers weekly articles for hotel management and operation and discussion on emerging growth markets."
Feature Focus
Hotel Human Resources: The Biggest Challenges
The economic challenges of the past four years have led many hotel companies to re-examine the ways in which they do business and how they deploy talent. In many cases, the work did not go away and fewer people were left to carry on the tasks that had previously been shared among many. As we work our way out of the recession and look forward to a healthier economic environment, there is an understanding that despite recovering business levels, we may never see the return of former staffing levels. This "new norm" of operating with leaner teams has led Human Resources professionals and people managers to look at career development and growth opportunities in a new light. The March Hotel Business Review will take a look at some of the strategies being used by successful hotel brands, and techniques human resource directors are currently exploring.
INSIGHTS FOR INDUSTRY LEADERS BY INDUSTRY LEADERS
"The Four Habits of Highly Effective Human Resources"
By James Bermingham, Vice President, Montage Hotels
"Embassy Suites 'The Circle of Leadership"
By Darci Riesenhuber, Director of Brand Culture, Embassy Suites Hotels
"Applying Consumer Marketing Best Practices to Employee Loyalty"
By Fred Bendana, Executive Director Client Services, Maritz Loyalty & Motivation
"How Incentives are Changing to Keep Existing Staff Motivated?"
By Jim Houran, Partner, HVS Executive Search
PLUS: Mobile Technology - Attracting & Retaining Top Talent - Education - Employee Engagement - Employment Claims & Litigation - Employment Contracts - HR Management.