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Customer
Satisfaction through Service Excellence: The
Importance of Focused
Training
Newly published
CHR report, by Elizabeth Martyn and Chris Anderson, shows
technology has shifted the dynamics of guest
interactions in the hospitality industry. Two
key elements of this shift are that service
providers now have fewer opportunities for
direct interaction with guests, and interactions
may often be the result of service failures. In
these face-to-face encounters, employees’
ability to effectively manage the emotional
components of the guest interaction can make a
major contribution to a guest’s satisfaction
with the outcome. Intrinsic employee behaviors,
namely, employee engagement, communication, and
attitude (that is, the “how” in the delivery of
service) influence guest’s perceptions of
service outcomes. In a preliminary study,
relatively intense training of hotel front-desk
employees, using a blend of online and
face-to-face training, changed employee
behaviors in a way that guests reported an
improvement in staff helpfulness. This study
employed modules of the Cornell University
Service Excellence On- Demand Training as a tool
for improving the work of front-line service
providers. Such training can foster improved
handling of guest interactions, thereby offering
a substantial opportunity for improved guest
satisfaction. Read the authors' blog post... More>> | |
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A Quick and Easy Approach to
Financial Fraud Detection
Pamela
Moulton and Fang Liu recently
published a CHR report showing financial fraud
is a significant cost in the hospitality
industry. According to the Report to the Nations
on Occupational Fraud and Abuse, the typical
organization loses 5 percent of its annual
revenues to fraud. Hotels in particular are
estimated to lose 5 to 6 percent of revenues to
fraud on average, while the National Restaurant
Association estimates that restaurants on
average lose 4 percent of revenues to fraud.
These are losses as a percentage of top-line
revenues, not profits, meaning that their
magnitudes represent a significant risk to
hospitality methodology for detecting financial
irregularities that may signal fraud based on a
mathematical principle known as Benford’s Law.
The analysis presented here can firms, given the
industry’s relatively thin net margins. This
study presents a simple be applied by
hospitality industry managers at all levels,
from individual units or departments to entire
regions or companies. The Cornell Hospitality
Tool accompanying this report provides an
easy-to-use spreadsheet-based application that
can be used to quickly analyze any set of
financial values (for example, guest checks,
receivables, payables, or reimbursements) to
quickly detect suspicious activities... More>> | |
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CHR
welcomes Amadeus as the newest Corporate
Member
Travel
broadens horizons, creates connections and
builds economies. Travel powers progress, and Amadeus powers travel.
Amadeus builds the critical solutions that
help airlines and airports, hotels and railways,
search engines, travel agencies, tour operators
and other travel players to run their operations
and improve the travel experience, billions of
times a year, all over the world. They've been
doing it for more than 30 years, and are
just getting started...innovating, moving
fast, working with customers and partners to
power better, more rewarding journeys and
leading the industry forward to shape a better
future of
travel. | |
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CHR
welcomes HotelPlanner.com as the newest
Corporate
Affiliate
Business
problems need sound solutions based on data, not
intuition. Yet most organizations struggle to
translate the abundance of data they have today
into meaningful business insights. HotelPlanner.com will meet or
beat any price on your group's travel needs when
reserving 10 rooms per night or more at a hotel
of equal or greater quality.
more Their group rates are
price checked to ensure you are always getting
the best group rates. Look for the green
percentages to the right of the hotel's group
rates for your group
savings. | |
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New
Business Analytics Certificates
Offered
Business
problems need sound solutions based on data, not
intuition. Yet most organizations struggle to
translate the abundance of data they have today
into meaningful business insights. Dyson
recently launched a new online certificate
program through eCornell,
the Business
Analytics
certificate program, which equips
professionals with a business mindset rooted in
data. Authored by Dyson professor, Donna Haeger, this certificate
program is designed to empower professionals to
master the critical analytic and modeling skills
necessary to analyze, interpret, forecast, and
strategize data-driven solutions for businesses.
Upon completion of this certificate program,
participants walk away with the ability to
interpret, translate, and make meaning of data
in a way that stakeholders and executives can
easily understand. Learn more here.
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