Editorial Board   Guest Author

Ms. Asch

Sandy Asch

Principal, Alliance for Organizational Excellence LLC

Sandy Asch is an internationally recognized speaker, consultant and best selling author of ROAR: How to Build a Resilient Organization the World-Famous San Diego Zoo Way and Excellence at Work: The Six Keys to Inspire Passion in the Workplace. Ms. Asch partners with companies globally to create great places to work that improve bottom line results and generate exponential value for stakeholders. More than 30,000 leaders in 350+ companies in 50 countries and 6 languages have implemented her strategies with sustainable results. In partnership with Ms. Asch and Alliance for Organizational Excellence LLC: A defense contractor won the grand prize for workplace excellence by demonstrating an 18% increase in revenue, 78% improvement in profitability, 60% reduction in turnover and 14% improvement in quality in only 24 months. A global oil and gas company successfully navigated a merger and acquisition by establishing a consistent culture and expectations. In 2014, the Latin America division recorded its highest growth in history despite plummeting oil prices. The world famous San Diego Zoo won multiple workplace excellence awards including Healthiest Company of the Year, demonstrating a 10% increase in employee engagement and customer satisfaction and 23% increase in revenue. Clients include global brands such as Pepsi, Ecolab, San Diego Zoo, Harrah's, LPL Financial, Universal Studios, Qualcomm, General Atomics, Morley Builders, Del Monte Foods, La Costa Resort, E&J Gallo Wineries and others. Ms. Asch's presentations are uniquely high-content and high-participation, engaging CEO, HR and leadership audiences around the world in practical discussions, interactive applications and creative exploration to ensure immediate and meaningful application. She holds a masters degree in Organizational Management and has taught graduate classes in Management, Organizational Behavior and Human Resources.

Ms. Asch can be contacted at 832-491-1738 or sandy@Uexcel.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.