service standards
Auditing the Auditors, Part II of III: The Art of Finding the Pulse
Steven Ferry | August 31, 2018
By Steven Ferry Services that fail to change with the times, fall out of use: Robust, third-party QA programs are, surprisingly, one such otherwise valuable service that we may see disappearing as social media are increasingly used by guests and management alike, to determine the state of affairs and rankings of hotels and resorts. The replacement of professionals by amateurs, who are armed with a little knowledge and the full confidence of their own particular experience, is not necessarily an improvement; but it is certainly a reality. Part II of the three-part series on Quality Assurance looks at the pros and cons of each, and the best ...
Why Hoteliers Must Defend the Necktie
Larry Mogelonsky | June 6, 2018
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) The office-casual nature at most contemporary workplaces seems to be far more amiable to the sweater and jeans attire, with nary a collared shirt even under the slightest of considerations. Given this trend spurred on by the younger generations, it would seem as though the necktie is on its way out from regular usage. Being of a more 'scholarly' age, donning a suit and tie comes naturally to me. Looking in the mirror, I selfishly feel at least a bit more professional in demeanor with a psychological boost in tow. What is equally refreshing is how often I encounter hoteliers who are ...
Auditing the Auditors, Part I of III: A Report Card on Independent Quality Assurance
Steven Ferry | May 22, 2018
By Steven Ferry Don Quixote tilted his lance at windmills: we tilt ours at service standards that do not meet expectations, which is why I am spending a perfectly beautiful Florida spring Sunday inside, banging away on the keyboard when sensible people are beaching, sailing, golfing, etc. Why? We tried unsuccessfully on several occasions over the years to give independent QA providers, standards for the butler service being offered by (463) luxury hotels around the world so they could incorporate those standards into their own and help raise butler-service levels in the hospitality industry in a way that our small organization could ...
