Brand recognition alone doesn't keep hotel guests coming back, says Simon Cooper, chief operating officer and president of one of the world's most admired companies. In fact, that recognition is just the first step in a customer's journey toward engagement. In this candid interview, Cooper discusses how The Ritz-Carlton's fame can undermine its brand promise, how to train staff to be spontaneous, and why engagement is the company's key commodity.
When guests report problems, this can be the perfect time for a hotel or restaurant to capitalize. That's because when guests' complaints are handled with excellence, they often become more engaged -- and even more likely to return or to recommend your business.
By aspiring to leave a positive legacy, T.G.I. Friday's manager Dennis Greer took a restaurant his company wanted to close and made it the most profitable in his region. Along the way, he changed some people's lives for the better. Greer's successful management makes for a turnaround story of the most inspiring kind.