Column: To enhance guest service, get managers walking

03/19/2014 |

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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