Hotel staff empowerment can help build service reputation

06/13/2011 | Buyer Interactive

Inverting the pyramidal structure of information distribution allows hotels to receive guest feedback or complaints more quickly through line staff, thereby improving communication and boosting service reputation, writes Larry Mogelonsky, a certified hotel administrator. To implement the inverted pyramid, hotels must empower line staff by letting them resolve guests' problems and teaching them to initiate feedback with hotel employees in other departments, he says.

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