By Tom Conran, Principal, Greenwood Hospitality Group
Recent financial and industry-specific performance indicators, as well as general economic forecasts, suggest that 2014 will sustain positive trends in overall performance. During the improvement cycle, hotel owners and managers alike have been in an enviable position. Net profits have increased substantially to support capital improvements and much needed property upgrades. However, no matter the increased thread count of linens or a savvy design scheme, the delivery of service remains the cornerstone of a positive hospitality experience. This experience must be embedded in the culture of the hotel and the team members who live it. The building of the “A” team is an art and, when executed well, will pay significant dividends in gaining and retaining valued customers. In this article, we will discuss strategies and programs to accomplish this core responsibility of hotel executives.
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