The Ten Commandments of Guest Satisfaction: Crafting a Remarkable Hotel/Restaurant Experience!

          Although improving customer satisfaction and attaining service excellence are becoming increasingly prominent parts of every organization's strategy for success, amazingly some of the more significant customer-reported problems occur in the hotel, restaurant and institutional management sector, where avoiding such problems may be a matter of professional life and death! As more and more hotels and restaurants offer extravagant facilities and unprecedented perks for guests, the quality of service and attention to detail has often failed to keep up. Even legendary service providers like the Ritz Carlton, often cited for excellence as both a hotel and restaurant operator, are seeing chinks in their previously formidable armor!

          What is some organizations' problem is in fact an opportunity for everyone else: Whether you run a 5-Star resort, a national hotel chain or an independently owned affordable hotel; whether you operate a Zagat-rated restaurant, a well-known franchise of eateries or a local family diner, focusing on guest satisfaction and crafting remarkable experiences for those who walk through your front door can be the source of a long-term competitive advantage for you! What details can you not afford to ignore? How can you delight a guest even after a less-than-perfect experience? What can you teach your staff in order to ensure that your guests will not only leave happy, but tell everyone they know? Executive Training & Consulting has now created a program available either as a keynote presentation or training seminar, that focuses on the specific elements that ensure total hotel and restaurant guest satisfaction!