8 December 2005

Help! The Hotel Lobby Is Packed!

How smart hoteliers can turn a small crisis into an opportunity to engage their guests

by Stefanie Julier
When hotel guests arrive to a packed lobby, they feel anxious -- not a good way to start their stay. But smart managers know how to deploy their staffs to turn a tense situation into an opportunity to build customer engagement.
Stefanie Julier is Global Practice Leader, Hospitality, for Gallup.
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At the Call Center Forum, participants have the opportunity to learn and share best practices and challenges in running dynamic call centers. Gallup will present its latest research on call centers and call center management, and each attending organization will have the opportunity to present its current management initiatives.

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