The Pursuit of Excellence: From Hotels to Hospitals

Abstract

I would like to begin by noting that what I have to say is not opinion, but rather fact—information that I have gained from decades of experience and data collection at my different hotel chains. I have worked in the hotel industry since the age of 15, and what I am about to tell you is borne of years of experience in pleasing customers and fostering an environment where our employees can give our customers what they desire. I have addressed many different audiences from many different industries over the years, and the most disconcerting thing is when the audience members somehow disregard what I say under the misguided belief that their industry is “different.” All too often, people ignore my advice by saying that “our industry is different, and what you have to teach me doesn’t hold true for us.” Let me assure you, however, that our industries are not so very different, and that we both share a primary goal of serving the customer.