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Utilizing the Power of the Lineup with Your Guest Services Team

It’s one thing to have a Credo, Three Steps of Service, and 12 Service Values like the Ritz-Carlton (see the post here for more details on these Gold Standards). Many businesses go through the exercise...

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It’s Your Move

In the easy-reading but powerfully-impacting style he is known for, Mark Miller has released his newest book Chess Not Checkers. And he’s not playing around… Well, actually he is – and that’s the part...

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