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Author

Steven Ferry

Ferry

Professor Steven Ferry trains butlers and other service professionals in private estates, luxury hotels and resorts, and other superior-service venues. He is chairman of the International Institute of Modern Butlers (www.modernbutlers.com) and author of the best-selling industry text, Hotel Butlers, The Great Service Differentiators ([email protected])

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Insights by Steven Ferry (20)

Auditing the Auditors, Part III of III - The Art of Finding the Pulse

In the first two articles in this series, we looked at how independent Quality Assurance programs have fallen into a conventional wisdom and modus operandi that is out of touch with their clients' and their guests' needs and then examined the challenges and relevance of QA in helping their client's assess their performance in a world increasingly guided by the megaphone of social-media reviews.

Emotional Engagement - A Mantra in Search of a Technology

Emotional engagement is one of those hot subjects that most have heard of but very few can actually define. What is it exactly? As with any subject, a keen observation of life in action followed by a logical analysis can shine light on the dark corners of our knowledge to bring clarity to our understanding, and, in order to be useful, a workable procedure for action that brings about desirable results.

Constant Creativity & Enthusiasm In the Drive to Exceed One’s Own Lofty Expectations

Four- and five-star hotels and resorts around the world number in the hundreds, catering to different markets/publics with different needs and wants. The imperative to make the guest experience so memorable that the guests become repeaters and ambassadors, occupancy runs dizzyingly high and word of mouth sizzles, is one that every new (or existing) General Manager/Managing Director faces; each has a vision, a style of management, a stable of successful actions, and erstwhile colleagues they trust to support their standards and whom they quickly bring in to precipitate success for owners, shareholders, management, staff, and guests alike.

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