Майкл Левен, один из лучших в мире

Майкл Левен, один из лучших в мире специалистов по маркетингу в гостиничном бизнесе, стал исполнительным директором Day's Inn, придя к ним из Americana Hotels. За время его пребывания в этой должности количество отелей и номеров в них увеличилось более чем вдвое. Ключом к успеху Левена стало введение программы, наглядно доказавшей администрации и служащим Day's Inn важность их ориентации на нужды и запросы постояльцев. При Левене служащих всегда поощряли - и никогда не ругали - за то, что они по собственной инициативе помогали останавливающимся в гостинице. По мнению Левена, "уровень сервиса падает, когда служащие думают только о том, чтобы угодить своему непосредственному начальнику, а не гостю. Это обычно кончается тем, что вы все больше и больше отгораживаетесь от клиента".

Необходимость быть внимательным к нуждам постояльцев Левен впервые осознал еще 30 лет назад, когда начал свою карьеру в качестве администратора в Hotel Roosevelt в Нью-Йорке. Однажды ему позвонил организатор какого-то важного совещания и заказал банкет на 60 человек, попросив накрыть для них 10 столов, чтобы за каждым сидело по 6 человек. Пообещав организатору сделать так, как он просит, Левен отправил заказ в отдел, ведавший банкетами. К его величайшему удивлению заказ вернулся к нему с припиской, сделанной красным карандашом: "Не пойдет! Мы не сажаем за стол по 6 человек". На его запрос банкетный отдел разъяснил, что профсоюз настаивает на том, чтобы столы были на восемь или десять человек. Левену ничего не оставалось делать, как позвонить клиенту. Годы спустя он вспоминал ответ организатора совещания, навсегда врезавшийся в его память. "Мне дела нет до вашего профсоюза. Я - клиент! И я пойду в другой ресторан, где к моим нуждам отнесутся с большим вниманием," - заявил он и бросил трубку.

Результаты (английский) 2:

Michael Leven, one of the world's top marketing professionals in the hospitality industry, became executive director of the Day's Inn, they came to him from Americana Hotels. During his tenure, the number of hotels and rooms in which more than doubled. The key to success of Leuven was the introduction of the program, have demonstrated Day's Inn employee administration and the importance of their orientation to the needs and requests of guests. In Leuven employees are always encouraged - and never abused - because they are on their own initiative help staying in the hotel. According to Levene, "the level of service falls when employees think only about how to please his supervisor, not the guest. It usually ends with the fact that you are more and more retreating from the customer." The need to be attentive to the needs of the residents of Leuven for the first time I realized 30 years ago, when he began his career as an administrator in the Hotel Roosevelt in New York. One day he called the organizer of an important meeting and ordered a banquet for 60 people, asking them to cover the 10 tables that sat on every 6 people. Promising organizer to do as he asks, Leven sent an order to the department in charge of the banquet. To his great surprise the order came back to him with a note made ​​in red pencil: "Do not go We're not planting at the table for 6 people!". At his request banquet department he explained that the union insisted that the tables were eight or ten people. Leven nothing left to do, how to call the customer. Years later he remembered the answer of the meeting organizer, forever etched in his memory. "I do not care about your union I -. The client and I will go to another restaurant, where to my needs will be taken with great care," - he said and hung up.

Результаты (английский) 3:

michael leven, one of the best in the world of marketing expertise in the hospitality business, became the executive director of the day"s inn, having come to him from americana hotels. during his tenure in this position, the number of hotels and guest rooms, which has more than doubled. the key to the success of louvain was the introduction of the program, clearly has proved administration and employee day"s inn the importance of their orientation to the needs and demands of the customers. in левене employees always encouraged and never alone because they on own initiative help staying in the hotel. in the view of louvain, "service is when employees think about for the sake of his immediate supervisor, not a guest. it usually ends up with you more and more отгораживаетесь from client ".need to be attentive to the needs of the guests leaven first realized 30 years ago, when started his career as an administrator at the hotel roosevelt in new york. one day he called at some important meeting and ordered a 60 people, asking them to cover for 10 tables, each sitting on 6. the promising to do what he asks, leaven sent order to the powerful банкетами. to his utmost surprise order came back to him with припиской made the red pencil: "don"t go! we don"t put a table for 6 people. upon enquiry, the banquet department explained that the union insists that tables have eight or ten people. левену had no choice but to call a client. years later he would answer the meeting organizer, forever that hit his memory. " i don"t care about your union. i"m a customer! and i"m going to go to another restaurant where my needs would be very carefully, "he said and hung up.