Hospitality http://gmj.gallup.com/ http://backend.userland.com/rss Gallup WebTeam 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 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 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 Thu, 09 Mar 2006 00:00:00 GMT 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. http://gmj.gallup.com/content/21319/Manager-Succeeds-Changes-Lives.aspx Thu, 09 Feb 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 Thu, 08 Dec 2005 00:00:00 GMT How a focused and determined new manager of an underperforming hotel tightened expectations, showed the staff their potential, and turned the property's finances around. http://gmj.gallup.com/content/19093/Fixing-Sneaky-Broke-Hotel.aspx Thu, 13 Oct 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 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 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 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 Sat, 15 Sep 2001 00:00:00 GMT