“I love the GO WOW! Handbooks. Probably the most significant “ah hah” in the workbook is the fact that all guest complaints can be traced back to a breakdown in PACE (Perception, Accuracy, Consistency, and Efficiency). Because I am responsible for responding to our site’s Guest Comment Cards, I was able to take all of our critical input and attribute it to one of these four factors. It helps our employees to see the absolute importance to working to improve our performance in these areas. Thanks Stark Solutions for your excellent products and one-on-one service!!”
Sheila Hanley,
Training Manager
Dry Creek Rancheria, Band of Pomo Indians.
“Over my three decades in the hospitality industry, inclusive of creating and operating Five-Star, Five- Diamond and Gold Key resorts, this is a refreshing and very innovative approach to customer satisfaction and loyalty management. This is a solid system that generates quantifiable results. All hoteliers will benefit by implementation of the concepts set forth in the Touch System.”
Robert A. Gosnell
President & CEO, The Pointe International
"With my experience in the hospitality industry and my expertise in starting and growing a successful business, the concepts and methodologies offered by Stark Service Solutions are guaranteed to work. We are thrilled to be a partner with Stark Service Solutions in the development of management and coaching skills in companies throughout the hospitality industry."
Brandon Steiner
CEO & Founder, Steiner Sports
“My hotel went from a guest satisfaction score of mid- sevens out of ten to ranking in first place in the brand at a nine point zero. In the past, my property was in the habit of blaming low service scores on the age of the building and the lack of amenities we could offer. Now, we are aware that WE make the difference. The wheels started to turn and our hotel began to run like a fine tuned machine. This program has become the vein of my property. With its implementation, communication flows like a blood stream. If you are looking for results, I strongly suggest that you kick off your shoes and experience how Stark Service Solutions can make your team a perfect ten.”
Prince A. Sanders
Welcome Office Manager, W Hotels
“In the beginning, I really didn’t think my job was beneficial to the success of the hotel. When I went to my first Formula 10™ training, that’s when it actually dawned on me how the importance of my everyday duties had a major impact on the hotel’s success as a whole. The Formula 10™ program has helped me come to the realization that no matter what your job is, from Stewarding to Sales and even In-Room Dining, everyone plays a major role in the success of our hotel, the W Chicago City Center.”
Robert Hughes
Whatever/Whenever Attendant
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“We all tend to assume what our guests/clients want, but with the Formula 10™ Program, it makes us compare our perception versus what the guest responses and expectations are. We did not have the tools to use our knowledge effectively and efficiently. The system tracked where our mistakes occurred so that we could compare it day to day, week by week, month by month, quarterly, yearly etc... There was documentation for communication, follow through and accountability. It's not how much you know, it is what you do with the knowledge you have acquired. The Formula 10™ program shows us what to do with our knowledge. Your problems are defined, measured, analyzed, improved, and then controlled. Just like Six Sigma, it delivers results.”
Edward Sanchez
Six Sigma Black Belt, Starwood Hotels & Resorts
“I would like to again thank you for the outstanding job that you did for me in my role as the General Manager of the W Hotel New Orleans. To take the W from last place in its Guest Satisfaction Results to number one in the short three-month period was nothing less than miraculous. I of course know that it had nothing to do with miracles but all about the detailed, focused, and disciplined approach that you brought to reviewing our whole guest process of interaction and follow up backed by the outstanding proactive employee training that you put in place. The award the hotel received in January of 2003 as Most Improved in Brand from Starwood Corporate was further testimony to the results that you and our team achieved.”
Carlton Hudson
General Manager, W Hotels
“Since implementation of Stark Service Solutions’ Formula 10™ program, I’ve found it empowers me to give both my internal and external guests the best of myself. It gives me the ability to work with the W Hotel guidelines, but allows enough flexibility to expand outside ‘the box’. It enhances not only me personally, but makes it a better place to work. Particularly, the ability to critique myself, and allowing others to give constructive criticism, helps me both professionally and personally. The Theme Week tool allows me to focus on different areas and repeating them opens up new growth which allows them to become a natural entity of life. I am very grateful for the exposure to such a powerful program.”
Patricia Bell
Whatever/Whenever Agent
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