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The Most Important Play Your Team Can Make

In every organization that serves guests on a variety of levels, a handoff of some kind occurs. This is when one employee finishes his responsibilities with a customer and then “hands off” that patron to the next staff member. These specific moments can go one of two ways: Fantastic or horrific. Here are five key actions in…
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What Makes General Electric (And Other Fortune 500 Companies) So Successful?

The first time I heard about “Six Sigma,” I thought it was the name of a fraternity. Then after working with General Electric for a number of years, I learned that this one tool helped make GE one of the best companies in the world. If Six Sigma works for GE, Motorola and the majority…
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What the Leisure Industry Can Learn from the World’s Most-Admired Company

By now, it should be no surprise that General Electric has been among the world’s most admired companies for years. Why so much success? Because GE develops its people. Although you may think of light bulbs, dishwashers and aircraft turbosuperchargers when you hear the name “GE,” I’ll argue that the New York City-based conglomerate’s greatest…
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