guest services – Stark Service Solutions

guest services :If your brand changes, you have a new flag,” says Stark Service Solutions President and ……

14 09, 2017

What Do We Do If Our Brand Changes?

By Naomi Stark Burgess|2017-09-14T14:58:13-04:00September 14th, 2017|Categories: Blog, Vlog|Tags: android, brand transitioning, culture shift, guest services, hotel management, HR management, inspections, iPad, iPhone, naomi stark, new standards, Rebranding, smartphone app, Stark Service, touch system|0 Comments

“If your brand changes, you have a new flag,” says Stark Service Solutions President and CEO Naomi Stark. And those in the hospitality industry never know when their hotel chain might be sold and re-branded. When that happens, says Stark, “You have new standards to follow. Your staff might change, your staff might not change. How [...]

Guest Opportunities: Own Every Request
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Guest Opportunities: Own Every Request

Blog, Core Hospitality Principle, Customer Service

7 09, 2017

Guest Opportunities: Own Every Request

By Naomi Stark Burgess|2017-09-07T15:57:08-04:00September 7th, 2017|Categories: Blog, Core Hospitality Principle, Customer Service|Tags: Customer Service, guest complaints, guest experience, guest opportunity, guest services, hospitality professionalism, hotel management, inaccuracies, naomi stark, PACE, Stark Service|0 Comments

In the hospitality industry, truly professional staffers know that they’re always customer-facing. Even if their jobs don’t include dealing directly with guests, the guests will always see them as representing the hotel. Sharing elevators, answering questions and being asked to solve problems are part of the job for every staffer. When a guest asks you to [...]

Management and Team Member training was the catalyst for our guest service and employee engagement initiative. The Touch System™ enables us to sustain our efforts …vs. a short-lived program.

JC Ayers, VP, Human Resources, Seminole Hard Rock Hotel & Casino Tampa

Beginning of March Palms Trip Advisor scores were 93 and 56/Palms Place, as of today we are at 63/Palms and 41/Palms Place. Thank you again for your program.

B. Williams, Training Manager, Palms Casino Resort, Las Vegas

“During the first week of workshops, teams begin to pick up steam and with the momentum building, the process builds to an exciting Kickoff Party where every team member and manager admit to not having previously foreseen what their team could accomplish. In just a two week period, team members will unite and take the lead in driving professional hospitality. In the five years I’ve been here I’ve never seen excitement like this, in every department, in every team member.

W. Pelton, Director of Operations, Wyndham Hotels