If you take a spot survey with me and ask me to name my most favourite hotel then I am very likely to name the one with the impressive Doorman who swept me off my feet. Not only did he show commitment to his role but also imbued it with a lot of pride. And the least favourite! Well! one with the chauffeur who showed no class, no affiliation with the Brand he stood for and in whom the Company had failed to put the mandatory training hours. What a miserable failure he was and, through him, his Company.
Regardless of what the ‘badshahs’ (emperors) of Brand Management will have you believe, it is not the smooth-operating Marketing Head who has been perfecting his and his team’s moves to net the customer(s) or the pretty and saccharine pleasant Guest Relations Manager who is equipped to lay the honey trap. No! not the slicker of a Public Relations Director with all the slippery-savvy PR spiel with which to ensnare the guests, the flamboyantly suave Food & Beverage flapper-jabber who excels in pandering to all the senses with richly loaded platters of ethereal pleasure or even the Owner who aims to put his buck and bravado where his Company’s bottom line is.
The power to make or break your brand lies with a handful of F.O.T.H (Front of the House) and B.O.T.H (Back of the House) team members who cater to the basics of a guest’s experience with your brand; from the moment the guest arrives to the length of his stay and beyond.
So here they are in all their resplendence.
http://larunadhir.blogspot.in/
http://larunadhir.blogspot.in/
Regardless of what the ‘badshahs’ (emperors) of Brand Management will have you believe, it is not the smooth-operating Marketing Head who has been perfecting his and his team’s moves to net the customer(s) or the pretty and saccharine pleasant Guest Relations Manager who is equipped to lay the honey trap. No! not the slicker of a Public Relations Director with all the slippery-savvy PR spiel with which to ensnare the guests, the flamboyantly suave Food & Beverage flapper-jabber who excels in pandering to all the senses with richly loaded platters of ethereal pleasure or even the Owner who aims to put his buck and bravado where his Company’s bottom line is.
The power to make or break your brand lies with a handful of F.O.T.H (Front of the House) and B.O.T.H (Back of the House) team members who cater to the basics of a guest’s experience with your brand; from the moment the guest arrives to the length of his stay and beyond.
So here they are in all their resplendence.
http://larunadhir.blogspot.in/
http://larunadhir.blogspot.in/