Hotel Industry Forums

Staff cannot deliver what they do not know.

Many customer-facing employees do not have a brand service lens to evaluate their service beyond good or bad generic service. They do not know the unique components of their brand, the brands DNA. This is probably why so many service representatives are convinced they normally deliver good customer service. Viewed through a generic service lens, service was good if it was speedy, polite, and perhaps friendly. However, these qualities do not necessarily deliver a specific brand experience.

Notify of your topic;
"How Reputations Fade"
Most of us now know about Brands. We are what we say we are. Our Brand then is verified by our consumer, based upon how we delivered on the expectation(s). Their Experience is impacted by what they feel, how all their senses interacted, and how their perceptions turned into reality - the validation process.

good points and indetails, and I would like to share as brand talk of "staff represent of brand", it will be sounds like your topic.

With kind regards,

Honey Thazin Aung
Director of Human Resources
Dusit Inya Lake Resort, 37 Kaba Aye Pagoda Road,Yangon, Myanmar
Phone +95 (1) 662866| Fax +95 (1) 665537| E-mail honey.ta@dusit.com|
www.dusit.com or www.globalhotelalliance.com

2007-11-28 Honey Thazin Aung