Column: To enhance guest service, get managers walking

03/19/2014 | eHotelier.com

Hotel leaders who walk around their property, especially during peak hours, get to engage more with guests and staff and spot overlooked problem areas in service, writes Mike Adkins, co-founder and chief operating officer of Foundations Hospitality. It may mean that reports will have to be finished at a different time of day, but the property's occupancy is more likely to improve if managers are on the frontlines overseeing things, Adkins writes.

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