One of the great joys I get from my job is the ability to walk into a room full of participants who have grown up with internet and dazzle and yes, amaze them with tales of a time when hotels did not have computers. The looks on the faces of the participants are priceless as they try to imagine how they would check someone in, process a credit card, etc. The best part is when they declared it can’t happen. But happen it did.Read More
Training that Sticks
“And all the men and women merely players; they have their exits and entrances, and one man in his time plays many parts.” William Shakespeare’s AS YOU LIKE IT act 2, scene 7.Read More
We hear it all the time.Read More
Once upon a time we made two phone calls to two hotels. We recorded those conversations because, well, that is what we do. Unlike the NSA, we don’t record these phone calls because we are concerned about national security, instead we are concerned about the state of customer service. And as you will hear, we have good reason for our concern.Read More
We have a special video today! Rich Cunnigham interviews Doug Allgood, SPV of Information Technology for Signature Worldwide. They discuss customer service and future technology enhancements for clients.Read More
There’s no disputing that providing great service day-in and day-out takes work, focus and the desire to continuously improve. Yet the basics are as simple and straightforward as the rules your mother taught you when you were a child.
When in Jamaica on holiday, a smiling hotel front desk agent assured me in his local patois that an early check-in would be, “no problem, mon.”
Surprises are memorable, but that’s not always a good thing.