Hospitality http://gmj.gallup.com/ http://backend.userland.com/rss Gallup WebTeam All companies do things like pay close attention to standard business measures and train their employees. But this luxury brand watches things that most companies ignore, then uses what it learns to create ongoing, top-to-bottom learning. http://gmj.gallup.com/content/112906/How-RitzCarlton-Manages-Mystique.aspx?CSTS=tagrss Thu, 11 Dec 2008 11:00:00 GMT Changing your brand promise involves a lot more than altering your advertising. That’s because whether you’re selling casual dining, SUVs, or daily newspapers, the promise isn’t the only thing that matters -- the delivery counts too. http://gmj.gallup.com/content/110020/How-Rejuvenate-Your-Brand.aspx?CSTS=tagrss Thu, 11 Sep 2008 00:00:00 GMT Companies around the globe, such as Starbucks, Procter & Gamble, and Wal-Mart, are battling with the marketing challenges posed by a tough economy. What strategies work best for these global brands -- and why? A marketing expert tackles these questions. http://gmj.gallup.com/content/108670/When-Going-Gets-Tough.aspx?CSTS=tagrss Thu, 10 Jul 2008 00:00:00 GMT 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. http://gmj.gallup.com/content/24871/How-RitzCarlton-Reinventing-Itself.aspx?CSTS=tagrss Thu, 12 Oct 2006 00:00:00 GMT 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. http://gmj.gallup.com/content/21805/Why-Should-Welcome-Problems.aspx?CSTS=tagrss Thu, 09 Mar 2006 00:00:00 GMT 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. http://gmj.gallup.com/content/20185/Help-Hotel-Lobby-Packed.aspx?CSTS=tagrss Thu, 08 Dec 2005 00:00:00 GMT When Marriott Vacation Club International launched two new initiatives in 2003 aimed at improving employee performance, some in the company doubted whether the investment would pay off. But one year later, the financial results convinced even the skeptics: "I'm finally seeing a people solution that really impacts the business," says a top MVCI executive. http://gmj.gallup.com/content/13960/How-Marriott-Vacation-Club-International-Engages-Talent.aspx?CSTS=tagrss Thu, 11 Nov 2004 00:00:00 GMT Fairmont can quantify how some job applicants will outperform others. For example: "Recommended" applicants for sales management positions produce 36% more revenue annually than their rivals who are "not recommended" for those jobs. Here's how this hotel company delivers service excellence -- and achieves measurable performance results -- by hiring for talent. http://gmj.gallup.com/content/1009/Fairmonts-Talent-Strategy-Delivers-Results.aspx?CSTS=tagrss Thu, 13 Mar 2003 00:00:00 GMT Marriott's move into the timeshare/vacation ownership business took guts, given that market's once-dubious reputation. But its Vacation Ownership division's skyrocketing sales growth this past decade vindicates the decision. Here's how Marriott is succeeding, while strengthening -- not damaging -- its brand. http://gmj.gallup.com/content/979/Marriotts-Gamble-Keeps-Paying-Off.aspx?CSTS=tagrss Wed, 12 Feb 2003 00:00:00 GMT The room is roasting. The salmon order never arrived. That smell means something in the pan is burning. Before the night is through you will have sweated, altered the menu, and instructed employees. You may not have a show on the Food Network or a cookbook at Barnes & Noble, but according to The Gallup Organization, you have the talents that separate a great chef from a good one. http://gmj.gallup.com/content/424/How-Hire-Crème-Crème.aspx?CSTS=tagrss Sat, 15 Sep 2001 00:00:00 GMT