Interview With Stephen P. Gillooly - Principal Consultant, PwC Consulting - A look at how B2E increases human capital value for hospitality and leisure companies (HITEC 2002 Video)
In the hospitality and leisure (H&L) industries, employee contact with guests is perhaps the most critical part of the guest experience. Guest service, guest satisfaction, spend rates, and return rates are all effected by these interactions. The best in the industry are known for their service, having made these touch points a competitive advantage. But can further improvements be made? What are the connections between employees and guests, and how can we take advantage of that connection in a competitive labor market with increasingly discerning guests?