Integrity and Transparency
Anthony Melchiorri
#1 Hospitality Podcast… Author of Show Up…. Founder of Argeo Hospitality…. Keynote Speaker….. Host and Exec Producer of Hotel All Stars and Hotel Impossible. Chief Strategy Officer Colwen Hotels
“Integrity and transparency are both essential in the hospitality industry.”
Let's talk about integrity and transparency.
When you're with a guest or when you have people coming to your hotel, you have to be transparent. And if there comes a time you mess up, genuinely admit your at fault. Honesty, not only with your employees, but your guests is the most important thing about hospitality. Make your clients feel like they’re at home with the way you assist them with their needs.
“Today, customers can easily post negative reviews about your business online.”
With the continuous technological innovation, everything is one click away. That means, wherever you are in the world, when customers experience a terrible service, instantly in three seconds, the whole world will know that your hotel sucks. Why not give your clients an experience that will push them to share the convenience your hotel has provided them? And even if they talk about a certain problem, the only thing that will matter is it's either handled perfectly or was handled terribly. And that's how you strategize how you can serve them better.
Business Development Manager @ Heating and Cooling Supply | Goal Achiever, Top Performer
4 年It started as an exercise in learning the "ins and outs" of running a hotel, I enjoyed streaming episodes of Hotel Impossible. What I came to realize is that in any business, retail, wholesale, real estate...any industry you or your "widget" can be categorized as a commodity, the most effective and sincere way to set yourself apart...service! Impeccable service, from first contact till...no, not "transaction complete", but many transactions complete, never ending 5 star service! Service, this is how you create a lifelong customer no matter what your chosen field. Thank you Anthony!
NYC FM Radio - Executive Producer. Consulting: Nonprofits Pro Bono; B2C Biz Marketing (sales, capital formation); Visual Artists, Galleries, Dealers.
4 年Sad to admit I am very late to the game, only recently catching 2 episodes of Hotel Impossible and fabulous.... but how do you keep your cool and diplomatically win over ineptness in such chaos??? So many back episodes would love to see .... can anyone post some list of most popular ones or has Anthony ever written anywhere about his favorite episodes so I can look for those first?? You may address me as OK Boomer (not offended unless you are one of my kids and I addressed you as OK Millenial).
Hospitality Professional; Hotel Enthusiast; Accomplished Manager; Future Hotelier
4 年Agree, 100%. Fantastically written and perfectly delivered. Great advice for anyone and everyone in hospitality from the owner(s), exec's, front desk staff, and everyone in between!
Pit Floor Supervisor Beau Rivage Casino and Resort
4 年Integraty is a must in customer service industry!!!
Dual Chief Engineer- Marriott Courtyard/Residence Inn-L.A. LIVE
4 年Agree. Well said! People need to take responsibility for their actions. The only way you’re going to gain respect, of your friends,guests, and colleagues is by having Integrity!