08 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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See also
Why You Should Welcome Problems
Fixing a "Sneaky Broke" Hotel
Fairmont's Talent Strategy Delivers Results

Customer Engagement: Going Beyond Satisfaction

How do world-class organizations rise to the top in today's intensely competitive, turbulent global marketplace? High-performance organizations recognize the emotional drivers of human nature and leverage them to drive performance, one customer at a time.

This event will take place from 08:30 to 11:45 at the Gallup London office (The Adelphi, 1-11 John Adam Street, London WC2N 6HS). There is cost to register. To learn more or to register, visit the Customer Engagement: Going Beyond Satisfaction page on the Gallup Consulting Web site or contact James Rapinac on +44 (0)20 7950 4433.

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

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Copyright © 2009 Gallup, Inc. All rights reserved.
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