In this podcast, Profitable Hospitality resident expert Ken Burgin, talks to Justin McGurgan of training and consulting firm Zealifi.

Ken and Justin spoke about how customer expectations have changed, and the role management must play in creating a strong service culture. They also discussed about how customer expectations have changed, and role management must come into play when creating a strong service culture.

Justin highlighted the effectiveness of monthly training, the role of supervisors, and how to measure success.

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Happy listening!