hotel culture
The Culture Challenge
Shep Hyken | September 29, 2021
By Shep Hyken Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again, which by the way, is finally out. (Shameless plug: Get it today!) It’s always been my philosophy that customer service is not a department. It’s a philosophy to be embraced by everyone in an organization. It’s part of the company’s culture. In the past, I covered six steps to creating a customer-centric culture. These are still the right steps. B...
Hospitality Financial Leadership – Is Your Hotel Culture Blame or Appreciation?
David Lund | February 19, 2018
By David Lund In my career, I have seen both. Lots of appreciation for hard work and a challenging workplace. On the flip side a horror story of the blame for "mistakes" and lack of preparedness. Blame is the easy one to master. Management by embarrassment as I like to refer to it. One of my past hotels was a classic blame game hotel. After a much-publicized error or screw up or service interruption the GM would warmly ask, "Where is my victim?" or state, "Bring me the victim." What usually followed was paramount to a public flogging. Everyone got their turn and the others would just watch in stunned disbelief only being thankful that i...
