It is certainly no surprise to anyone involved in the hotel business that great customer service is the engine that drives occupancy, room rates and ultimately profitability. But until the advent of social media the measurement of good customer service, or the determination of bad customer service, was generally vague, determined well after the fact, […]
Changing The Way We Organize Read More »
Common myths that have been around for decades are…the Cobbler wears the worst shoes and Doctors make the worst patients. What’s not a myth is that trainers and teachers make excellent students.
Dave’s Fables: SHARE. Introducing Our New Blogger Series Read More »
American and world history classes during my high school years seemed like such a waste of time. As I look back, my teen years were all about living for the moment and on rare occasion I pondered briefly what the future might hold. But never did the past seem to be part of my future.
Dave’s Fables: Historical Narratives – The Power of Using History to Achieve Your Goals Read More »
Nothing will replace quality, face-to-face communication. It is still the best means to connect with people, motivate, and modify corporate culture or team member behaviors.
Dave’s Fables: A good learning/meeting environment is often hard to find! Read More »
“It’s the little things that make a customer interaction memorable.”
Five Simple Steps to Legendary Telephone Etiquette Read More »
Legendary Leadership, Service Edge, Service SkillKit, Transient Edge and Client Centered Sales training. Let’s see how they are doing with all the modules so far!
A Ride in the General Manager’s Seat Read More »
We’ve got some very exciting news coming out of the Legendary Hotel Makeover! Starwood Hotels and Resorts Worldwide announced that Four Points by Sheraton Biloxi (our Legendary Hotel Makeover winner) has climbed to be the third best in Guest Loyalty Composite scores out of the 107 hotels in the Four Points by Sheraton brand! Before
Legendary Hotel Makeover Recipient Sees Dramatic Gains! Read More »
I was happy to be part of the hotel makeover project and work with the Four Points by Sheraton in Biloxi. In doing research about the hotel, I went to their website prior to my training session. This hotel is right on the Gulf of Mexico! What struck me right away is that when you
Training Sessions Are Like A Box of Chocolates… Read More »
The second part to our service training is what we refer to as skill kit training. We provide managers and supervisors the tools to have a conversation about service with their staffs every day. Service isn’t something you can focus on for a day and move on, it needs to stay alive long after the
Taking Learning Out of the Classroom and Into the Workplace Read More »
