“Why is it okay to behave indifferently toward customers and roll out the red carpet for the division president?” Specifically, why do employees paint, wax the floors, and polish the chrome for the division president and text friends, smoke near store entrances, and complain and banter in the presence of customers?
www.hospitalitynet.org/news/4043826.html
We have all seen this and done this, It still amazes me. I recall when one of the best visits was an unannounced one on a layover, they had a day to kill and made the most of it, the best parts were that the rooms picked for inspection weren't the ones picked by the GM, they were picked by the Hotel Company Owner and President at random since he was on the trip also..
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