I once worked with a hotel that was ranked at the bottom of their management company on nearly ever metric – profitability, customer satisfaction, employee engagement. When a new general manager, a former college football star, took over the property, he probably felt like he was in a classic Bad News Bears situation. His rag-tag team had sub-par equipment, including an elevator that constantly broke. No matter how hard they tried, they felt like they were losing every game, so most of them had given up. But in a short time, he had improved the hotel’s financial metrics, went on to win the company’s customer service competition, and employee engagement was some of the best in the company. How did they do it? Read on to find out.
As a consultant, I spend so much time on planes that the noise of a jet engine is a soothing lullaby. But for the people who live near the airport, those same noises can keep them awake at night. Most airports have noise abatement programs in place to balance the needs of community members with … Read more