The Power of Personal Service
Here’s an interesting white paper from the School of Hotel Administration at Cornell University in New York. In The Power of Personal Service [PDF 868K] Barbara Talbott discusses her perspective on service operations at Four Seasons Hotels and Resorts in London and Washington D.C.
Most companies hire for experience and appearance, how the applicants fit the company image. We hire for attitude. We want people who like other people and are, therefore, more motivated to serve them. Competence we can teach. Attitude is ingrained.
The 2006 paper recounts example after example of employees taking the initiative to provide fantastic service.