Steven Ferry | December 2, 2019
By Steven Ferry, Chairman, International Institute of Modern Butlers If Quality Assurance had not been taken over by such interests, it would be focused on operational audits and follow-up actions that result in improved service and thus influenced guest perception based on real-world intentions and actions. This hijacking of QA could explain some very real problems that hoteliers are facing today in their operations and even with guest perceptions.... Did you hear about the case of the incredible disappearing hotel manager? No? Well, this is not so much a joke or a detective story as the beginnings of an obituary for the old-t...
Steven Ferry | November 27, 2019
Part III of IV By Steven Ferry, Chairman, International Institute of Modern Butlers In the first two articles in this series, we looked at how independent Quality Assurance programs have fallen into a conventional wisdom and modus operandi that is out of touch with their clients' and their guests' needs and then examined the challenges and relevance of QA in helping their client's assess their performance in a world increasingly guided by the megaphone of social-media reviews. In this third and last article, we look at what an ideal QA program would look like, in the hope that third-party QA companies, and/or internal QA programs are...
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