The future of SOP formats in the hospitality industry
A survey by the International Association of Operational Excellence Professionals [...]
Crafting Customer Loyalty in the Hotel Industry
When dealing with people, remember you are not dealing with [...]
Customer Journey Maps
Follow the customer, if they change… we change. — Sir Terry [...]
The Age of the Customer
In his book, The Age of the Customer: Prepare for [...]
Putting the Customer into your strategy
Customer service has become the core of everything we do [...]
Putting People First
It strikes me that a large number of hospitality professionals [...]
Improving Productivity
A case study of productivity improvement within the hospitality industry [...]
New Thinking
In many businesses the Standard Operating Procedures Manual sits on [...]
Developing A Culture Of Customer Care
Every process in your organization has a customer, and without [...]
