Aug 252011
 
Case: Fostering a Culture of Leadership in Rotana

To build a stronger leadership culture within their properties and across the organisation, Rotana developed a team of in-house trainers to deliver the Six Seconds’ EQ Leader program throughout the enterprise.  Thus far, the well-received program is building a shared vocabulary and vision that will foster a common culture to fulfill Rotana’s customer service orientation. [...]

Dec 032006
 
Training Hotel Employees

Fascinating article on new trend in training for hotel employees — the point is that old “follow the script” approaches don’t really work. To create a great hospitality experience workers need to notice their guests, think, and respond authentically. This is a major shift and challenge for training. Most training I’ve seen, especially in hospitality, [...]