The Employee’s Role in the Guest-Centric Hotel Management Excellence Triangle

The employee, together with the customer, forms the active part of achieving excellence. If quality is the embodiment of excellence in a series of measurable objectives, the employee is the driving force behind the resources available to achieve that quality.

There is no quality without the employee’s serious commitment. Nor is there any without appropriate training. We must bear in mind that quality is created during those moments when employee and customer interact: the so-called moments of truth. Without adequate knowledge—not only of the technical side of their work, but also of its human side—it is impossible for employees to respond appropriately to customers’ wishes, to the quality as defined by the customer.