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to bring up any issues or thoughts they
have regarding their work. They are
encouraged to relate any customer
service issues that arose and how
they handled them.
Other staff members can contribute
by saying how theywouldhave handled
the situation. From a management
perspective, employees are provided
guidance and advised on how the
guest’s request could have been
fulfilled.
As a result of the renewed focus on
guest service, the Cairns Plaza Hotel
received the TripAdvisor Award in
2015 and achieved a rating of 4/5.
Booking.com,another hotel rating
website, has given Cairns Plaza a
score of 8.2/10. HolidayCheck rated
the hotel at 5.5/6 for July 2105.
Training of hotel staff
Shannon Jansz has adopted the
Fish! Philosophy for training hotel
staff. This methodology encourages
HOSPITALITY