“More than ever, companies are focusing on culture as a competitive differentiator. They’re seeing first-hand how cultivating the right culture can engage, nurture, and attract employees and ultimately, increase bottom line business results. And for more companies than ever before, that best-in-class culture is predicated on recognition and appreciation.” – SHRM/Globoforce Survey Executive Summary
With Stark, it all starts with what we call: “The Principle of Reflection”:
- If A=B: Guest Satisfaction ratings are the reflection of the guest’s interactions with team members they encounter during their stay.
- And B=C: Team member interactions with guests are a reflection of their interactions with management.
- Therefore, A=C: Guest satisfaction ratings are a reflection of management’s interactions with team members.
The bottom line is, your Guest satisfaction is a direct reflection of your interaction with your team members. Your team needs your leadership to drive communication, accountability and recognition. Guest satisfaction is only as healthy as employee satisfaction – guest loyalty is only as strong as your employee engagement. Many work hard to create a culture, but fall short when it comes to being able to sustain it. Bridging HR, Training and Operations with technology is the sustaining power that drives the kind of cultural change that radically affect companies’ competitive position and business performance. Hear firsthand from industry leader, JC Ayers, Vice President of Human Resources, Seminole Hard Rock Tampa, as she discusses how The Touch System™ has had a tremendous impact on their award winning culture…
