Tuesday, February 11, 2014

‘Fix it, plus one’: Solving problems for hotel guests

Dr. Hudson's brother Paul has a wealth of experience solving problems for travelers. Having worked in the travel industry for more than 30 years, Paul has held previous roles as Head of Overseas Operations at Neilson Active Holidays, Product Development Manager and Overseas Director at Cosmos Holidays, and Regional Manager for First Choice Holidays. He is currently Operations Director at Luxury Family Hotels (LFH), where he is responsible for the operation of eight hotels in the UK. In an article just published in Hotel Business Review Simon has written about Paul's service recovery philosophy which is 'Fix it, plus one', encouraging excellence in service recoveries through training and empowerment. See the full article at:


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