An incredibly compelling article on Reuters today has added to our focus on how the hospitality industry can continue to deliver world-class service, but also to differentiate themselves. The recent cruise ship tragedy has brought a BIG debate to the training and development industry. Many of our clients and partners in the hospitality industry are re-evaluating how they approach language learning and the positive impact it can have on their respective organizations…not to mention potentially life-saving for their valued customers!
The article, written by Ben Berkowitz and Jonathan Saul, provides some compelling and troublesome information. Any team is only as strong as its weakest link and by providing resources to every link, the team will inherently function better. While Ben Berkowitz and Jonathan Saul contend that until regulatory bodies start enforcing specific T&D we will have more of the same, I politely agree to disagree.
I challenge our hospitality clients and the hospitality industry as a whole to think outside of the box and share how they are helping to improve and positively contribute to a positive customer experience and trusting relationship. I know many are providing language learning for instance, to all employees for self-improvement and as a way to decrease turnover costs and increase retention. But that aside…ultimately aren’t they actually better supporting the needs of their clients? Isn’t this worthy of focus?
Share with us how you are leveraging training for both a positive internal as well as external experience. To review the article, ”Ship disaster unlikely to prompt quick safety changes,” please click here.
Melissa Ondo
Director, Business Development
