service culture
Overcoming the Huge Disconnect Between Service Mottos and What Guests Actually Experience
Doug Kennedy | February 12, 2024
By Doug Kennedy I have always been a huge fan of articles written by Alan Young, CEO of Puzzle Partner, but I was super happy to read his most recent article entitled Has the ‘New’ Service Culture Become the ‘No’ Service Culture? In this publication. I definitely suggest that my readers click and read the full article wherein Alan calls out and challenges major, iconic brands to live up to their lofty company mottos and read his pointed questions to them. His work has inspired me to write more about the disconnect between brand messaging and operational delivery, along with discussion questions for your next leadership meetin...
3 Tips We Learned From a Top Luxury Hotelier
INTELITY | December 13, 2022
From the latest Inside the Industry, redefining luxury with the inclusion of technology By: Matthew Lynch As a hotelier, you know there are many ways to define luxury. From a property’s physical space to its service culture standard, there’s no question that luxury lives in the details. But can you define a hotel as luxurious without modern, interactive technology? Perhaps luxury hotelier, Vaughn Davis, can offer some insight. With over a decade of experience at leading luxury lifestyle hotels in New York and Los Angeles, Vaughn is a forward-thinking, modern-day savant with exceptional vision and consistent attention to detail. A...
The Top 5 Drivers of a Successful Company Service Culture
Catherine Rey | June 9, 2022
By Catherine Rey A service culture is one where customers are the foundation of the business. When customers receive exceptional services, they remain with a company longer; they will also be more open to sharing your business with friends and family. For instance, 7 out of 10 customers in the US will spend more with a company if it delivers outstanding services. In another textual analysis study of more than 1300 restaurant locations, 'service' was the most mentioned word. This shows that customers care a great deal about the customer experience and the service they receive. To customers, a great experience is the pinnacle valu...
High Standards: Why Independent Hoteliers Need a PMS Tech Partner That Matches Their Service Culture
Warren Dehan | May 17, 2022
Growing importance of hospitality technology is extending the service culture reach beyond the front desk By Warren Dehan Hospitality is just not like other industries when it comes to giving and receiving customer service. This is a business that is built on patience and understanding, as well as an unwillingness to compromise on quality and effort. These elements are the secret sauce that make hospitality so profitable and rewarding, and it’s why hotels thrive when they share a service culture with like-minded partners. When it comes to technology partnerships, independent hoteliers often lack a safety net when providers fail to ...
What Is Service Culture?
Franck Louveau | August 23, 2021
By Franck Louveau You may have heard how important service culture is, especially in the hospitality industry. But what exactly is service culture and why is it so important? Let’s take an in-depth look at this concept and how it plays out through customer service culture examples. Service Culture definition You may find varying definitions of the term 'service culture'. In essence, it refers to a company culture that’s focused on customer service, so you could also call it customer service culture. A company with a service culture focuses its mission and processes on serving the customer first and foremost. T...
Culture Is Contagious
Shep Hyken | March 11, 2021
By Shep Hyken I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture. If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be...
Brilliant Closing Tactics Every Hotel Sales Manager Should Know
Groups360 | November 14, 2017
The most successful hotel sales managers and directors don't wait until the end to make the close. They're working the close from Day One. Modern meeting planners are savvy buyers and aren't easily swayed by standard tactics. So, don't stop viewing the close as a 'make it or break it' moment. Provide value, grounded advice, the right tools and reinforce your hotel's unique assets, amenities and service culture throughout the ENTIRE sales process. We turned to our own team of meeting advisors, who are responsible for hundreds of millions of dollars in group bookings, for their smartest 'closing' tips for hotel sales teams. Showcase What ...
