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Exemplars

Exemplars

I’ve found that the highest service level in hotels occurs when the general manager is seen walking around, asking guests how things are, and chatting with employees. The lowest levels are in those hotels where the GM is always “unavailable” and doesn’t return messages.

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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.

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