What Happens When Quality Assurance Morphs into PR & Marketing?
By Steven Ferry Chairman, International Institute of Modern Butlers | November 17, 2019
If Quality Assurance had not been taken over by such interests, it would be focused on operational audits and follow-up actions that result in improved service and thus influenced guest perception based on real-world intentions and actions.
This hijacking of QA could explain some very real problems that hoteliers are facing today in their operations and even with guest perceptions....
Did you hear about the case of the incredible disappearing hotel manager?
Well, this is not so much a joke or a detective story as the beginnings of an obituary for the old-time general manager who used to have the time to cruise the lobby, building relationships with guests.
Where is he now?
According to a recent article by Hong Kong-based journalist, Vijay Verghese, GMs have left the lobby in order to address more-pressing concerns such as cost-cutting and investor-driven imperatives.