Asís Martínez-Jerez

An analysis of the effects of frequent and detailed feedback regarding customer satisfaction produced an unexpected outcome for a Spain-based firm. The firm created a bonus program that rewarded its contractors for favorable customer-satisfaction scores. To test the best way to offer feedback on the bonus program, the firm gave some contractors detailed reports on customer satisfaction, while others received only a summary report.

One essential tactic used by the gaming industry to encourage players to increase their handle is to offer complimentary room upgrades, show tickets, and upscale dinners, as well as other comps, such as product discounts. Sales force members on the floor, at the front desk, or in group meeting contract discussions often must decide on the spot whether to comp a guest and how much to offer.

Effective leadership is essential for a business’s success, but each organization has its own leadership culture, and each team leader has their own management style. The challenge for hospitality firms is to create incentives that work for both team leaders and team members. An incentive plan involving sales contests was implemented at a financial services firm to allow observation of the interaction of incentives, leadership style, and company culture.