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Hotel Newswire Top Pick

Why Leaders Fail and the Seven Prescriptions for Success
Peter Stark, Principal, Peter Barron Stark Companies

Good people work hard to secure good jobs, and then they work hard to get promoted into increased positions of authority and responsibility. Sadly, once in those leadership positions, good people often fail. Why? The defining factor of a strong leader is rooted in the relationships they build with their team members and how effectively they propel the organization toward great achievement. Becoming a great leader and earning relationships with people who are motivated to follow you for long periods of time is hard work. If it were easy, there would be an abundance of great leaders, all companies would flourish, and all employees would be excited to come to work. Read more.

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.