Guest Experience & the Importance of Culture


Maryland C September 25, 2016 2:00 pm - 3:00 pm

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Shane Green – Founder SGEi & Host of TV’s Resort Rescue

SPONSORED BY THE INTERNATIONAL ASSOCIATION OF GENERAL MANAGERS

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The question is not, “Does your hotel have a culture?” the question is, “Does your hotel have the culture you and your guests want?” As Blake Morgan suggested in Forbes in 2015, “Your customer experience tells you everything you need to know about what’s under the hood.” What is under the hood is your culture – or the mindset and attitude of your staff – and it defines your guest experience. With so much emphasis on customer experience, culture has to be a priority for every business. It is not just an HR thing – it is an overall business strategy that requires every executive to be engaged and supportive while role modeling the desired culture. This session highlights the cultural mechanisms that influences the employee experience.