by jamie | Feb 22, 2015 | Customer Experience, Empowerment
Front line employees are the face of any hospitality business, but management is ultimately responsible for establishing and maintaining a high standard of excellence. The only way to achieve successful buy-in and consistent performance from an entire...
by jamie | Nov 14, 2014 | Customer Experience, Employee Engagement
While seated around a boardroom table at a recent staff training, I was reminded that great service doesn’t always need to coincide with a luxury offering. I had just showed the group of front line employees a photo of a highly polished doorman wearing...
