Management Designed to Dazzle
With the customer-service-as-marketing transformation of the industry, not merely satisfactory but legendary hospitality is becoming necessary for the highest hotel profitability. To accomplish this, we instill in management a passion for customer service. Thus a tireless focus on the quality of each guest’s experience is as important as a focus on operational efficiencies.
A hotel that consistently meets or exceeds the expectations of customers is surprisingly rare and generates significantly higher profits than its competitors, even those with similar design and amenities.
Unlike many businesses, most hotel costs are fixed, so generating just a slightly higher occupancy level - through exceptional customer loyalty and referrals - often means the difference between a healthy profit and an extraordinary one. Recognizing that this fact is often overlooked, our central focus on, and expertise in staff development is essential for better customer service. And this pays additional dividends by increasing employee morale and teamwork, and lowering employee turnover.