Hospitality companies are continually evolving to rely on automated processes and technology to enhance the guest experience. Online reservations...
Archive for category: The Staff
The Staff are the ones who carry the water at the end of the day. Training, Recruiting, and Retention are crucial to the guest experience.
Joie de Vivre and the Art of the Hotel
Jim Coyle, , The Staff, Company Values, Service Best Practices, Staff Engagement, 0It has been said that people look like their dogs, homes reflect the personality of the owner, and in...
Xerox’s New Chief Tries to Redefine Its Culture
Jim Coyle, , The Staff, Company Values, Leadership, Staff Engagement, 0This NY Times article is about Ursula Burns, the latest CEO at Xerox, who scores two firsts with her...
Employees Reap Benefits of Loyalty – Owner Gives Multimillion Dollar Company to Workers
Jim Coyle, , The Staff, Company Values, Staff Engagement, 0Bob Moore celebrated his 81st birthday with the gift of giving as he turned over his company, Bob’s Red...
Chicken or the Egg: Service Recovery
Jim Coyle, , The Staff, Guest Experience, Service Quality, Service Recovery, 1There is no doubt that US Airways did a great job in the aftermath of the US 1549 miracle...
Lone Wolf Leaders Just Don’t Get It
Jim Coyle, , The Staff, Company Values, Guest Experience, Staff Engagement, 0In recent ‘Staff’ articles we have discussed that dedicated employees give their companies a boost in profitability and productivity,...
Earlier this week, we learned from Dan Pink that ‘autonomy’ is an important component of why people do the...
Several experts quote stress as being a major cost to business. It affects employees and is one of the...
How do you survive a downturn? Innovate the heck out of it…that’s the goal of one of the leading...
As the economy changes, so does the manner in which loyalty is viewed. According to Daniel Pink, author of...
