Steven Ferry News

Covid-19

Opinion - Thinking for Yourself May Be the Only Regimen for a Full Recovery Part II - By Steven Ferry

In this article, we review how a draconian censorship of the medical community is being enforced not just in China, as one might expect, but also in the Western world; we examine the information that has been hidden so enthusiastically from you, and finally explain why almost every action taken by authorities has been at variance with impartial science and common sense.

2020-07-28

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Covid-19

Opinion - Thinking for Yourself May Be the Only Regimen for a Full Recovery Part I - By Steven Ferry

Do you personally accept the 'New Normal' for the hospitality industry and society as a whole—which is based on the premise that Covid-19 is a singularly dangerous threat that requires a complete change in our lives, when (as it turns out) it is actually on a par with the common flu and (as it turns out) every other incorrectly declared pandemic? Or do you want to understand what has happened and do whatever is in your power, big or small, to return to the old, fun and life-filled normal that has been snatched from us?

2020-07-15

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Quality Assurance

What Happens When Quality Assurance Morphs into PR & Marketing? - By Steven Ferry

If Quality Assurance had not been taken over by such interests, it would be focused on operational audits and follow-up actions that result in improved service and thus influenced guest perception based on real-world intentions and actions. This hijacking of QA could explain some very real problems that hoteliers are facing today in their operations and even with guest perceptions

2019-11-27

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Quality Assurance

Auditing the Auditors: A Quality Assurance Program for the 21st Century - By Steven Ferry

In this third and last article, we look at what an ideal QA program would look like, in the hope that third-party QA companies, and/or internal QA programs are listening and decide to upgrade their assessments and programs.

2018-11-27

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Quality Assurance

Auditing the Auditors, Part II - The Art of Finding the Pulse - By Steven Ferry

Services that fail to change with the times, fall out of use: Robust, third-party QA programs are, surprisingly, one such otherwise valuable service that we may see disappearing as social media are increasingly used by guests and management alike, to determine the state of affairs and rankings of hotels and resorts. The replacement of professionals by amateurs, who are armed with a little knowledge and the full confidence of their own particular experience, is not necessarily an improvement; but it is certainly a reality.

2018-08-29

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Quality Assurance

Auditing the Auditors, Part I of A Report Card on Independent Quality Assurance - By Steven Ferry

Don Quixote tilted his lance at windmills: we tilt ours at service standards that do not meet expectations, which is why I am spending a perfectly beautiful Florida spring Sunday inside, banging away on the keyboard when sensible people are beaching, sailing, golfing, etc.

2018-05-22

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Emotional Engagement

Emotional Engagement - A Mantra in Search of a Technology - By Steven Ferry

Emotional engagement is one of those hot subjects that most have heard of but very few can actually define. What is it exactly? As with any subject, a keen observation of life in action followed by a logical analysis can shine light on the dark corners of our knowledge to bring clarity to our understanding, and, in order to be useful, a workable procedure for action that brings about desirable results.

2016-08-16

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Service Delivery

Constant Creativity & Enthusiasm In the Drive to Exceed One’s Own Lofty Expectations - By Steven Ferry

Four- and five-star hotels and resorts around the world number in the hundreds, catering to different markets/publics with different needs and wants. The imperative to make the guest experience so memorable that the guests become repeaters and ambassadors, occupancy runs dizzyingly high and word of mouth sizzles, is one that every new (or existing) General Manager/Managing Director faces; each has a vision, a style of management, a stable of successful actions, and erstwhile colleagues they trust to support their standards and whom they quickly bring in to precipitate success for owners, shareholders, management, staff, and guests alike.

2016-04-12

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Service Delivery

Love and The New Age of Service - By Steven Ferry

This article delves a bit deeper into one fundamental of service: staffs who really are full of joy and passion for their work, which is partly a matter of motivation and partly a matter of EQ skills.

2016-01-05

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Service Delivery

Would You Like Your Service Today Live or Programmed, Madam? Part II - By Steven Ferry

Surprisingly, and little known, is the fact that there is a convergence between humans and robots: the effort to make robots capable of everything and more that humans are capable of, and humans being 'improved' with robotics. In just 15 years, the expectation by those aware of or driving the trend, is that humans will be largely redundant in many fields, from surgery to hospitality.

2015-12-18

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