An Insider's Guide to Guest Satisfaction | Interviews with Five Industry Executives
Five Industry Executives Share How to Achieve the BEST Customer Satisfaction
An Insider's Guide to Guest Satisfaction by Beth Mahler
Striving to improve customer satisfaction? Being smart, you already know understanding perceptions and customer satisfaction is essential to helping improve and grow a business.   How do experts in the industry run their properties to achieve the BEST customer satisfaction? 
  • How to Drive Up Intent to Recommend
  • Focus on Problem Solving and Resolution Skills
  • Actions to Maintain High Guest Satisfaction
  • Actions to Improve Less than Desired Guest Satisfaction
  • Social Media Feedback vs. Direct Feedback
Interviews with:
  • Mr. Robert Reeves, General Manager, The Lord Jeffrey Inn
  • Mr. Ted Horan, Director of Guest Experience Hospitality and Products, Colonial Williamsburg Hospitality
  • Mr. Robert Palmer, Director HE Operations & Quality Assurance, Xanterra Parks and Resorts
  • Mr. Louis Vasquez, Director of Hotel Operations, Palms Hotel and Casino
  • Mr. Shawn Gracey, Area Managing Director, Destination Hotels and Resorts

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2017 | Issue 2 - Applied Data Gives You the Power to Succeed! - Full issue
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2017 | Issue 1 - Managing Costs: The Challenge of Staying on Track - Full issue 
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2016 | Issue 2 - Cross-Utilization: Leveraging Your Workforce to Fill the Gaps - Full issue 
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2016 | Issue 1 - Minimum Wage Increase: Are You Prepared for the Ripple Effect? - Full issue 
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2015 | Issue 1 - Generate Performance: Unleash the Power of a Multi-Generational Workforce - Full issue 
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2014 | Issue 3 - Customer Satisfaction: The Eyes into the Soul of Your Organization - Full issue 
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2014 | Issue 2 - Engagement Drives: Productivity, Performance, Guest Satisfaction, Revenue - Full issue 
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2014 | Issue 1 - Spring Into Growth: Maximizing Productivity in 2014 - Full issue 
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