Hiring valuable hospitality staff and training them to meet the demands of the guest is agreeably a vital part of best practices in any economy. According to research by Cornell University faculty, the turnover cost for a line level position could be estimated at $6000. Are there ways to...
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Rebrand and Regain Trust
With the economic meltdown and the many sources available for online chronicling, companies must rebrand to win back consumer trust. A September 2009 article from BusinessWeek reports large corporations like AmEx must produce ads that resonate differently, that show they are not greedy villains but another entity that helps...
Video: Danny Meyer’s Speech on His Book–Setting the Table
Danny Meyer’s is arguably one of the leading authorities on delivering a great guest experience. His secrets, discussed fully in his book Setting the Table, all stem from the overarching notion of service vs. hospitality. In the video, Meyer starts by explaining great hospitality is ‘how staff make people...
Innovative Employee Program that Promotes Company’s Core Culture
Jim Coyle, , The Company, 0
In Tuesday’s (9/22) addition of Coyle’s ‘The Company’ segment, Jennifer Vollmert discussed McKinsey & Company’s “Leadership Lessons for Hard Times.” One of the key points from this article was on the importance of building and protecting a company’s culture, even in tough economic times. In today’s segment, I wish...
U.S. Carmakers Make Strides in Customer Satisfaction
This article in the NY Times talks about how the American auto makers have made unusual strides recently in the University of Michigan’s Customer Satisfaction Index. At GuestIQ, we looked at two studies in Guest Satisfaction last week, and this article illustrates how the statistics can be misleading. Improved...
Leadership Lessons for Hard Times
Jim Coyle, , The Company, 0
Last week, in Coyle’s ‘The Company’ segment, we discussed the importance of aligning action and values, and a feature about “Wow” customer moments demonstrated that, even in times of prosperity, to bring a company’s values to life requires continued, concerted effort. But what about in times of economic hardship?...
Do Guests Really Want Healthy Options?
In this Chainleader article, quick-service and fast-casual restaurant operators discuss how they are having difficulty getting consumers to try healthy options. Thomas John, senior VP of F&B at Au Bon Pain, mentions that by promoting healthy options as “good-for-you” doesn’t sell, but mentioned that just selling the items as...
2009 North America Hotel Guest Satisfaction Study
This article by J.D. Power discusses how, despite cost cutting programs in hotels, guest satisfaction actually improved in 2009. Hotels are accomplishing this by focusing on providing extraordinary guest service consistently regardless of rate discounts and possible staff declines. “Hotel guests want the comforts of home at a competitive...
Radisson Orlando Lake Buena Vista was recently rated the #1 Orlando Hotel on Tripadvisor.com. Here, they reveal the secrets to great customer service.
While room rates are a major focus for trip planners, recent studies by Harvard Business publishing present something more fascinating: guest satisfaction is a large contributor to guests’ decision to book a hotel or not, regardless of the room rate. Guests are likely to return to their favorite hotel...
Hotels, restaurants teach employees skills aimed at building patrons loyalty
This article found in Nashville Business Journal discusses how hotels and restaurants in Tennessee are attempting to stay afloat by creating memorable guest experiences with less employees. Also discussed is the dynamic of how guests are apparently more stressed out during the current economic climate and are thus creating...
