Mystery Shopping Gathers Intelligence

Mystery shopping has evolved over time from its most rudimentary form of secret monitoring to a more sophisticated methodology of collecting business intelligence today.

Getting Closer to Guests to Create Customers for Life

By Sarah Santaella, Corporate Director of Quality Assurance for The Ritz-Carlton

Survey Best Practices: Interstate Takes Stock in Attracting “Best in Class”

Interstate Hotels & Resorts, the largest multi-national hotel management company in the world, currently operates 200-plus hospitality properties, with more than 55,000 rooms in 41 states, the District of Columbia, Canada, and Europe.

Employee Opinions

By Guest Columnist, Debby Malen - Dolce has always believed in the importance of asking its employees how they feel about the company and their jobs, as long as management was willing to listen to what they say and act upon the issues.

FocusED Archives


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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