Column: Service quality improves with positive reinforcement

03/11/2012 | Hospitality Net

Hoteliers can develop their employees' service performance better by fostering a positive environment for it -- encouraging engagement, rewarding achievements and leading by example, writes Roberta Nedry of Hospitality Excellence. "Hospitality leaders need to create an optimistic environment and encourage positive energy and efforts if they want employees to deliver positive energy and efforts for guests," Nedry writes.

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