Mastering Customer Service - managing 500 staff with Bruce Harkness

🎧 Don't forget to subscribe! What separates a good accommodation business from a great one?It's not just the thread count of your bed linens, the range of your breakfast buffet, the modernity of your rooms, or even the breadth of amenities like gyms and swimming pools. In today's episode, we delve into the alchemy of exceptional customer service and how it can transform the entire customer experience. We are diving deep into this topic because, in an industry where customer satisfaction is the bread and butter, a shift from merely providing services to creating memorable experiences can set you apart. “Adapt or Die” To guide us through this labyrinth, we have Bruce Harkness, a heavyweight in the field of Human Resources, Customer Experience, and PR & Communications at Wyndham Destinations. Bruce's perspective is not just theoretically rich but laced with real-life examples and experiences. His insights are aimed to make the complex world of customer service straightforward and achievable for your business. This episode isn't just another talk; it's a masterclass in understanding and elevating the customer service culture in your accommodation business. From talent acquisition to the intricacies of service excellence, Bruce lays out the blueprint for delivering an unparalleled service experience. This episode will offer you more than just 'good advice'. It gives you actionable strategies and techniques to ensure that everyone, from your receptionist to your housekeeping staff, is singing from the same hymn sheet and contributing to a culture that puts the customer first. SHOW LINKS 🌐 https://www.amazon.com.au/Performance-Matters-Ultimate-Career-Survival/dp/0648144801?&_encoding=UTF8&tag=ibookedonli05-22&linkCode=ur2&linkId=3b7320698c4e0f11037edbd5d4efc0da&camp=247&creative=1211 ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ 🥊 Hotel - BNB - STR Owners! 🥊 Need more direct bookings or a brand new website? The trusted tech partner you can count on. We deliver results. 🥊 https://www.ibooked.online ​​​​​​​​​​​🥊 ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ Don't forget to hit that subscribe button! This also keeps us going and creating more useful content for free! ACCOMMODATION OWNERS AND MANAGERS FREE RESOURCES! 📧Join the mailing list for freebies and critical industry updates: https://bit.ly/accommodationtipsandtricks 🌍The Accommodation Owners and Managers Facebook Group: https://bit.ly/AMoFacebookCommunity 🗨 Connect with Bart Sobies for more industry insight: https://www.ibooked.online/bart/ 🎙 Subscribe to the podcast to listen later: https://www.theaccommodationshow.com ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬ Disclaimer: The content shared on this YouTube channel, Podcast, or associated posts reflects personal opinions and insights. This content is not intended as legal, financial, or investment advice. Always consult with licensed professionals before making decisions. The hosts and guests disclaim liability for any consequences from the use of this content. Actions taken should be based on your personal due diligence. Affiliate Disclaimer: This blog, podcast & youtube channel; will occasionally contain affiliate links, which means I receive a small commission on a purchase without additional cost to you, if you buy something through my links. The purpose of this show is to educate viewers and share everything I know about improving your accommodation, STR and AirBNB business. I do believe in the products and services that we link to and that you may benefit from them. If you do purchase through my affiliate links; I want to thank you for your support.