Jan Gunnarsson and Olle Blohm, in Hostmanship: The Art of Making People Feel Welcome, write:

“The path to a hostmanship culture paradoxically does not go through the guest. In fact it wouldn’t be totally wrong to say that the guest has nothing to do with it. True hostmanship leaders focus on their employees. What drives them is finding the right people and getting them to love their work and see it as a passion. … The guest comes into the picture only when you are ready to ask, ‘Would you prefer to stay at a hotel where the staff love their work or where management has made customers its highest priority?'”

“We went through the hotel and made a ‘consideration renovation.’ Instead of redoing bathrooms, dining rooms, and guest rooms, we gave employees new uniforms, bought flowers and fruit, and changed colors. Our focus was totally on the staff. They were the ones we wanted to make happy. We wanted them to wake up every morning excited about a new day at work.”

Works for me.
And you?

Tom Peters posted this on May 5, 2008, in Talent.
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