TOP
5
HACKS
FOR A
HOSPITALITY
BUSINESS
TO BUILD
A BETTER
COMPANY
CULTURE
By Shane Green
When I started my career working in luxury
hospitality operations, I learned a lot about the
critical role that employees play in delivering
a great guest experience. Great service comes
from within, but hospitality companies still
struggle with getting this internal piece, their
culture, right. When I worked for companies
that had a strong, positive culture, employees
were engaged in their work, and it cultivated
memorable and meaningful guest experiences.
On the flip side, when employees are not in
an environment or under a manager who cares
about them or values their efforts, employees
often go through the motions, delivering a poor
guest service interaction. When an employee
is treated as a transaction, that is all you can
expect they will deliver.
66 ILHA