“Training, as it stands in most companies, is broken. It’s transactional at best and completely irrelevant at it’s worst.”
“I’ve never believed in “bad employees.”
“If you spend any time reading industry blogs and forums of front-line employees, you will quickly begin to see the ginormous difference in thinking between them and professional hospitality managers.”
“It’s very tempting to see something being done and convince yourself that you could do it a lot better.”
“Guest experience management is not defined by intentions or even a few choice actions but by the commitment to an analytical, deliberate, organized GuestX approach.”
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.
You’ve heard it time and time again: “Hire For Values, Train For Skills” here’s why that’s critically important.