IS THE CUSTOMER ALWAYS RIGHT?
YES! MAYBE? PERHAPS? NO!
Not so long ago (actually more years ago than I want to remember), while delivering one of my first lectures concerning working in the Hospitality Industry, during an informal question and answer period concerning hotel staff etiquette and comportment with guests, a young female questioner asked me whether the customer was always right.
Added by Alan Campbell CHA, CMP CHRM on April 21, 2014 at 4:38 — No Comments
The Guest Experience
Since I have been traveling for the last few weeks, I still see the same mistakes that irritate fellow travelers. I have to ask myself why this continues. There have been several articles on some of these pesky irritation, as well as numerous complaints on trip advisor. Before I get in to the guts of the article let me tell you a story of poor service. I had checked in to The Suncoast Hotel in Las Vegas NV. I had not utilized this hotel in…Continue
Added by Alan Campbell CHA, CMP CHRM on April 19, 2014 at 22:08 — No Comments
This article is designed to make you think, or to make you quit was recently in Denver moderating a round table discussion concerning the upcoming crop of hoteliers. Some of the questions posed by members. Was that in their opinion the new generation had little interest in putting in the time required to succeed in the industry? It seems that there is a rush to the top, with no stops along the way. We the current guard of the industry are seen as outdated and we lack tech knowledge. Comments…Continue
Some where some place there is a CEO wondering if he is up to the challenge of the position that he has just been handed. Wondering if he can move the company forward and with confidence. Where does a CEO get inspiration, who does he consult with? After all the decision rest with him. Any order that he might give affects everyone down the chain of command. This could be a real page turner if things go astray and the company goes under.…Continue
Added by Alan Campbell CHA, CMP CHRM on April 15, 2014 at 19:44 — No Comments