by jamie | May 2, 2018 | Service recovery, Under promise over deliver
It took 4 staff interactions at a recent hotel stay in Philadelphia to successfully get a mini refrigerator placed in our room: 1) 2:30pm: upon initial check-in with guest service agent who said she would make the necessary request while we were waiting for our room...
by jamie | Oct 21, 2015 | Under promise over deliver
Twenty-three impressive upper classmen, majoring in hospitality management, are now enrolled in my special topics course on Hotel Customer Service at Drexel University. Since service creates a competitive advantage, I asked them, “What...
