Tag Archives: operations

Creating Service Athletes – The Golden Rewards of Cross-Training

Insights, ,

Olympic athletes train across disciplines to perform at their peak. Hospitality teams can apply the same mindset by cross-training employees to step in where service is needed most. As the year 2004 approached and the Olympic Games prepared to return to their historic birthplace in Greece, athletes around the world trained for the opportunity to be the best in their sport. Competition inspires these athletes to excel in every aspect of their preparation, and those who succeed earn gold, silver, ...

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Service by Mail: Define the Promise and Deliver It!

Communication and Messaging, , , ,

Promises. President George Washington, whose birthday we celebrate each February, once said: “Undertake not what you cannot perform, but be careful to keep your promise.” Easy to say — much harder to do. It is even easier to write a promise in a marketing message and then leave someone else responsible for delivering it. Hotels and hospitality organizations spend thousands of dollars creating marketing materials that promise memorable experiences, attractive offers, and exceptional service. But ...

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