Switching sides is based on the belief of a Customer Service Development department (CSD) versus a Learning and Development department (L&D). Three strategic stages connect and enable the CSD namely; Waigaya, a base for creative customer service development; Poka Joke, a practice for quality assurance and fail saving; and The Community of Practice, a development zone for active knowledge sharing.
Lominger's 67 competencies are often used to classify the leadership styles and competencies within your team. The describtions allow to be used as a based for leadership development as well as the development of review forms.
We don’t have time and budgets to employ a customer service trainer or training manager for 12 month a year.
We are all fighting for the top 100 places in the Conde Nast Gold List, but we often struggled to provide the training resources needed to get to that level of service.
The newest venture of Jacque Garcia has taken boredom in luxury travel to new heights. The stage is the destination.
Top luxury hotel company goes for mobile learning! "Yes - it is practical work, but weare in a situation where our teams need to know about processes, standards and procedures first, before the start servicing a room."
I recently came across an interesting in-room dining menu at the Four Seasons Hotel in Mumbai. Not only did it encourage me to dine in the room and enjoy the view far over Mumbai, but it also reminded me about some best practices, that you only see with some very select hotels.
Ultra luxury hotel company is using online learning as a strategic tool to be the best in customer service in London
Love jogging in new cities, but not sure which path to take? Many hotels these days offer guests jogging maps, but the Hilton San Diego Bayfront came up with a clever way to deliver it: On your water bottle.
Want to globetrot without the guilt of an oversized carbon footprint? Well relax and trot away, because many hotels have started making it easy to stay green while you're out on the road for business or pleasure.
Big, rolling housekeeping carts are disappearing from many hotel hallways, just like the floral polyester linens they used to carry. Hotels say they're replacing cumbersome carts with smaller ones sometimes akin to golf caddie bags out of necessity, in addition to convenience and even appearance.
Training Content is exactly what the word stands for, content that has been written for the purpose of training somebody. What format does it come in?
More hotels are cutting back on housekeeping services. With their business sharply reduced, hotels are looking to save money by urging customers to forgo daily changing of linens, towels and toiletries.The trend isn't new, but the urgency is spreading to more chains as the industry battles a historic downturn in travel.
Dana Jackson, Senior Vice President of Consulting Services at Richey International, explains how hotels can rethink arrival service and make a better first impression when guests first step into the lobby.
The more frequently we do something, the more often we forget about the small things around us. It happens that we take them for granted. We don’t appreciate them anymore. Now, being the SWISS Explorer I get around a lot.
A short history of hotels. Why did somebody bother to write standards? Is that a think of the past?
What is the big deal with using a guest name? Do you feel comfortable if you are called by your name every few minutes? David Richey looked into the issue...
Lominger's 67 competencies are often used to classify the leadership styles and competencies within your team. The describtions allow to be used as a based for leadership development as well as the development of review forms.
Our Friends at Richey Inc, have used their new tool "Metis" to find out what impact the Christmas Dekoration has on how a guest perceives and remembers a hotel. Check out the short Video in order to see the highlights.
