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Cross training at the Marrott Hotel Means Better Service
May 11, 2008

In How you do...what you do . we point out the a cuture quite simply,  is owned by everyone, everywhere, at every time.  Service Excellence companies know that how they act is an outward reflection of their culture, bestowing upon them a unique identity and competitive differentiation.  They understand that the guardianship of their culture is everyone’s privilege and responsibility.  The culture thrives when its members are proud and take ownership of it.  By making certain that all associates have an understanding of each others jobs so that as a situation, problem or even conflict arise, an individual has some idea of what to do and can go about immediately correcting a situation as opposed to  "passing the buck.

What happens when your associates don’t take ownership of the culture in a way Bill Marriott suggests?  You risk, in the words of Mitchell Habib, of The Nielsen Company, "Becoming known for the least best thing you do."  Hardly a very noble aspiration.

http://www.blogs.m arriott.com/default.asp?item=1961532

 

 


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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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