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Hotel Guest Satisfaction Training » Secrets Of Service
Once in a while, the help you need simply
appears on the front step.
Take the example described by Tom
Smith, national sales manager at Nemacolin
Woodlands Resort in Farmington,
Pennsylvania. One afternoon, while wishing
to improve on a stellar performance record,
Tom checked in guest John R. DiJulius III, Cleveland,
Ohio, a customer service consultant highly favored by
companies such as Ritz-Carlton, Aveda, and Six Flags.
"He had many insights for a boutique hotel we
were opening," Tom says. What began as a few conversations
between the two soon spun into a series of
great customer service training programs. "Thanks to
John, the guest satisfaction results surpassed our goals.
We're not accepting mere excellence anymore."
John's presentation to the resort staff was crucial.
"They love John because he's been there.
Many write books about service, yet few have
actually produced in the industry," says Smith.
DiJulius also owns John Robert's Hair
Studio and Spa, listed frequently among Salon
Magazine's "Top 20 Salons in America." "John's
hotel service training earned the staff's respect
through front-line experience, and his great stories
really engaged them. Before long, the
returning guests were amazed."
An Ernst & Young Entrepreneur of the Year and a
self-described "customer service junkie," John R.
DiJulius III offers keynote speeches, hotel employee
service training programs and workshops, on-site consulting,
along with books and customer service videos
that help create "high-quality, memorable guest experiences." - BM