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A Hotel's Secret: Treat Guests Like Guests
Aug 29, 2008

In a weekend New York Times interview,  Alan Fuerstman talks about how they do... what they do ...Read Full Interview

At the Montage, as they expand to new locations they try to avoid a "cookie cutter approach to Service Excellence. Alan puts it this way, " The most important thing we'll export around the world is the Montage culture of gracious but humble service. It's those emotional connections between guests and staff and the depth of of this culture that unify the Montage brand."  Said another way everyone, everywhere will create a terrific connection with those they serve.  Not cookie cutter but customized behaviors tailored to their location and their clients.
They go out of their way to insure the culture is "owned " by the associates, they train well in service behaviors, they recognize the Service Excellence of associates and have created  a track record of  superior internal service ( how well they serve each other) but the exceptional retention of associates they maintain among their executive team and among associates.

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How you do... What you doŽ  

How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

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