• No products in the cart.
  • No products in the cart.
Back To Top
Image Alt

DASM: The Hospitality Industry

DASM: The Hospitality Industry

I needed an intervention from management at a hotel because loud drilling for renovations was interrupting my meeting. Not one lower level manager I talked to was helpful, though the promises were dramatic. I finally fought my way to a senior manager who could help, immediately apologized, and moved us. I felt like a salmon swimming upstream, but I wasn’t about to die when I made it.

The hospitality industry calls people “guests” but I wouldn’t treat a “guest” that way, placing layers of powerless people between the customer and those who can actually help.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Post a Comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.