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The Michelle Pascoe Hospitality Podcast

Jan 21, 2019

What makes a venue successful?  Is it the fancy lights, attractive decor, hottest entertainment or the best food in town?  It can be all of these, however, if it is delivered by a team member with a face like thunder or they've just sucked on an unripe grape fruit, then it doesn't matter how great the scenery and facilities are the only thing that the guest will remember is the "team member(s)" and the negative customer service that creates a lifetime memory that stops them from returning, recommending or referring others.

This is part 1 of the 12 Challenges of Building a VIP Team.  Who are the Skunks and Puppy Dogs in your organisation? It's all about "building a team, not a group of individuals".