7 Hotel CEOs on Empowering Employees Who Work With Guests

Last month we released our second e-book. It was devoted to the Future of the Guest Experience — an unprecedented collection of 28 interviews with the CEOs of virtually all of the world’s top hotel groups including 11 global brands, 13 luxury and lifestyle brands, and four hotel marketing organizations. By collecting their thoughts on a similar set of topics–from technology and marketing to fees and training–we have tackled the hospitality’s most pressing topics from every angle and gained a glimpse at what the future of hospitality will truly look like. Below are quotes from the e-book which address how hotels hire and train their employees who interact daily with guests. Mark Hoplamazian, Hyatt Hotels Again, through a lot of engagement with our colleagues, we recognized that the on-boarding process that we had in place was very focused on the rules and regulations of employment at Hyatt. We completely scrapped that and have gone towards a much more