The Bar is So Low - The Realities of Memorable Service | Alex Cabañas | TEDxWilmingtonSalon

In the hospitality industry, the service bar is too low. One thing we can do about it is to serve guests proactively. Manage the little things the guest has no time for. Take care of the bathroom. Have them say “My Pleasure” not “No Problem.” We can raise the bar with intentionality and by thinking ahead.
Alex Cabañas is CEO of BENCHMARK, A Global Hospitality Company.
Alex is passionate about leading and growing a company that makes a profound difference in the lives of employees, guests, owners, industry partners and the community. His life mission since college has been to create opportunities for others to be successful. As CEO, Alex is focused on strategic planning, people development, pursuing growth and new opportunities, promoting the delivery of memorable customer service and ultimately being the most experiential third-party hospitality management company in the industry.
Alex was previously President, business development & finance for Benchmark. During his tenure in business development roles over the last five years, the company added 22 properties to its management portfolio, expanded into the Caribbean and added to its presence in Tokyo. The company also acquired MTM Luxury Lodging, which led to the launch of Personal Luxury Resorts & Hotels.
Alex joined BENCHMARK in January 2006. Prior to joining BENCHMARK, he worked for The Boston Consulting Group from 2000 through 2005. While with BGC he worked with clients in a number of different industries including: travel and tourism, government, consumer/retail, telecommunications, e-commerce, financial services, and energy. His assignments included a variety of different tasks including: lodging investment proposal, market sizing and segmentation, competitive benchmarking, product development, process management, asset valuation, new business development and growth strategy.
Alex earned his MBA at Harvard Business School and holds a BBA and MS in Finance from Texas A&M University. Alex is married to his perfectly-made-for-him wife, Heather and they have two energetic and out-going boys, Matthew and Eli. Alex enjoys his time with family, traveling and exploring together, any outdoor activity and is very involved in his church.
This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at www.ted.com/tedx

[@rblanca35]

Thank you Alex, very true! we need to review and acknowledge those who provide great customer services as well not just pointing out the bad in companies or people!

[@jericoturiano4712]

Thank you for sharing this good video. Every situation has intensive knowledge.

[@huy8531]

good orator, thanks for sharing a good talk

[@jamesduff6937]

Very true words and well explained. I really liked this Ted Talk.

[@byronmitchell2067]

Great talk.

[@suzannedambrosio1030]

Great video! Thank you!

[@scottrichardson6547]

There is some very good information in this video. I would most likely take this to the step level and state that great service is still too low. Perhaps splitting hairs here, but experiencing great service does not always lead to guest loyalty. I would suggest that remarkable service is the benchmark the hospitality or other service industries should attempt to reach. Remarkable guest service experiences can often lead to guest delight, which is perceived to be a higher level of guest experiences. Different from satisfaction, guest delight is defined as positive emotional responses to surprising product attributes or service encounters (Berman, 2005). It is time for the hospitality industry, and the various segments within this industry needs to focus on intentional strategies and key drivers to supply guest delight.

[@josexaviergallegos]

this was amazing, thanks

[@nana-hy2xc]

Good video! I'm liked and share 643 times :D

[@Panos__P]

If you close your eyes, he almost sounds like Simon Sinek. After he quoted him he started sounded similar haha

[@chan7581]

Very excellent

[@tyra6237]

actually facts

[@chasprakas5114]

Hillstone Restaurant Group does every single thing you said ... top Restaurant Grup in the world

[@roybarrows9733]

TEDx needs to raise the bar when it comes to topics and speakers.

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what does the fox say ?

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🤣🤣🤣 need it for work huh?

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[@monseamador3802]

For real, what does the fox eat?😭

[@ifeorahchidera4237]

i was about to ask this question 😂, you work with ami ??

[@smitaarin172]

What does fox like to eat? 🥲