Satisfying Customer Expectations: What About Employee Expectations?
Ana McFee | June 6, 2023
By Ana McFee Today's employee expectations Similarly to customers, employees' expectations have also evolved, and never more so than in the post-Covid/Gen Z landscape. Today's employees are prepared to switch careers or companies, and so expect more than just a regular paycheck and access to good benefits. From a talent retention perspective, creating equally tailored experiences for your employees as for customers will therefore help attract and keep the best talent and lead to improved productivity and business performance. It will above all communicate to employees, even as early as the hiring process, that company culture is geared...
Hotel Team Experiences Now Require a Tech Rethink
Adam and Larry Mogelonsky | May 31, 2023
By Adam and Larry Mogelonsky If you’re reading this, it means you likely use your computer for work. Most of us do these days. But have you ever given any thought to how often you switch screens each day? And on that note, when you equate this screen switching with how our ancestral brains were evolutionarily designed to process the environment, do you think all this may induce more than a bit of unwanted stress in your life? The statistic that best encapsulates this comes from a study published in 2019 by the University of California, Irvine, which found that the average office worker switches between different screens or tasks 566 t...
How to Stop the Culture of Fear and Bullying in the Hospitality Industry
Ian Scarth FIH | April 17, 2023
According to the dictionary, 'Bullying' is defined as “Seeking to harm, intimidate, or coerce someone perceived as vulnerable”, while ACAS define it as “offensive, intimidating, malicious or insulting behaviour, an abuse or misuse of power through means that undermine, humiliate, denigrate or injure the recipient.” The same dictionary suggests Hospitality is “The friendly, graceful, and generous reception and entertainment of guests, visitors, or strangers.” Anyone reading these definitions must surely conclude that it's impossible to be hospitable if at the same time one is a bully. Yet the hospitality industry appears to h...
Seven Ways to Show Your Employees Some Love on Valentine’s Day
Shep Hyken | February 9, 2023
By Shep Hyken If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new. However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. What appears to be a mass exodus of emplo...
Three Ways to Create an Employee Experience That Creates a Better Customer Experience
Shep Hyken | January 12, 2023
By Shep Hyken Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees...
CallTek Named to the Best Employers 2023 List by Philippine Daily Inquirer
CallTek | October 24, 2022
Irvine, CA (October 24) – CallTek, Inc., a white label technical service provider, today announced that it was named to the Best Employers 2023 list by the Philippine Daily Inquirer. This is the first year that the Irvine, CA-based company has been recognized for its exceptional workplace practices for their more than 6,000 employees around the globe. “I’m proud of the culture that CallTek has fostered over the past 18 years. We recognize our team members as our most valuable asset and have created an environment that enables each individual to grow both professionally and personally,” says Tony Espinoza, CEO of CallTek. “Its gra...
Want Your Employees to Voice Suggestions When Customers Treat Them Poorly? The Double-Edged Effects of Felt Trust
Linchi Kwok | August 26, 2021
By Linchi Kwok "The customer is not always right, but your job is never to show them how they're wrong. Your job is to be professional, courteous, accommodating … even (and especially) under stress." — Steve Dorfman, Driven to Excel When consumers know they are always right, they may breed a sense of superiority or entitlement, expecting the frontline employees to comply with any customer behaviors. A report shows that 98% of service employees had experienced unpleasant customer behaviors; over 50% of employees encountered rude customers at least once a week. In a more recent case, a female customer pulled out a gun an...
Tourism Tidbits: Dealing With Difficult Customers and Situations in a Post-Pandemic World
Dr. Peter E. Tarlow | September 2, 2020
By Dr. Peter Tarlow Traditionally in most of the northern hemisphere the month of September is called the "dog days" of summer. The name derives from the fact that it is often too hot for even a dog to want to wander along the streets. During previous years, September was a time when people returned from vacations, schools reopened, and business returned to a more normal routine. The summer’s end was also high tourist season in much of the world. The transition period between summer and autumn seemed to many to be a period of full airplanes and hotels and a period when travelers had frayed nerves. This description was the “then...
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