Over the years he has welcomed many famous guests including Indira Gandhi, Marshal Tito, Fidel Castro, and Yuri Gagarin.
How to develop exceptional service habits
To deliver a consistently exceptional service experience, there must be habits that are hardwired throughout your entire team.
Getting to the heart of what service is truly about
We serve because serving is a good thing, and good things are worthy to be exalted.
Exceptional service: is it truly about chandeliers, crystal glasses and marble floors?
To deliver exceptional service, it is important to begin with a clear picture of what it actually is, and then learn about your customers and eagerly commit yourself to serving them.
Forces that drive hospitality innovation: The Ecole hôtelière de Lausanne workshop
The workshop seeks enhance the understanding of innovation in service and, specifically, international hospitality management by integrating the largely interdependent works on strategic renewal and innovation so hospitality management can apply what contemporary research on service innovation has revealed on organizational transformation.
Manage the service experience to achieve customer satisfaction
Attending to guests in a timely and professional manor is integral to deliver good customer service, however, the reality may not be so simple. Here are the areas to manage to avoid service failure.
Customer service during peak periods
Many negative guest reviews come from long waits at check in or check out, but rarely are they ever about service being too quick – so how do you keep standards high when things get busy?
Do you employ university students to serve your guests?
By Stephen Hickmore: I don’t have a problem with students working in hospitality per se – I am simply a concerned hotelier who objects to being served by someone who would rather be doing something else.
