Page 301 - The New Gold Standard

Index

Leave a Lasting Footprint principle, 15 MMHI (Market Metrix Hospitality In-
Lewis, Betty, 159 dex), 9
Lineup, 37–42 Mobil Five-Star Awards, 8, 9
function of, 38–39 Modeling by leadership, 41–43
limitations and strengths of, 40–41 Moje, Christoph, 87
as modeling, 41–42 Monarch Hotel Group, 6
origin of, 39–40 Most Prestigious Luxury Brand, Luxury
Listening: Institute, 9
to business partners, 139–142 Motto, The, 26–30
culture of, 137 MR. BIV, 155–156
Loyalty of customers, 165–166 Mullican, Elena, 252–253
Luxury consumer demographics, 47–50 Mystique database, 147–155
(See also Relevance) collecting information for, 148–150
Luxury Industry Panel, 47–48 impact of using, 150–151
Lytle, Julie, 104–105 privacy issues with, 153, 154
risk factors in use of, 151–155

M N
Mady, Ed, 53, 56, 65, 75, 78, 87–88, Nadonza, Mark D., 197
106, 152 New hotel openings, 83–85, 234
Mainguy, Peter, 56 Nicklaus, Jack, 256
Malcolm Baldrige National Quality Noncustomers, service to, 201–202
Award, 7–9, 28, 120–124, 216
Managers, orientation of, 85–89 O
Mangione, Daniel, 91, 113–114, Oberstein, Jennifer, 251
149–150 O’Neal, Shaquille, 239
Market Metrix Hospitality Index Operational Dynamics, 171–172
(MMHI), 9 Oreck, Diana, 24–25, 29, 62, 133,
Marnier-Lapostolle, Alexandre-Louis, 155–156, 216, 218, 221–222
3 Orientation:
Marriott International, 6–7 for new employees, 79–81
Martinez, Francisca, 78–79, 100 for new managers, 85–89
McCarty, Chris, 134
McConville, Kevin, 41–42, 128–130 P
McCrorey, Charrise, 108 Panayiotou, Katerina, 188–189
McMurtry, Jeanette, 165–166 Paredes, Rubén, 199
Meaningful Meetings program, Pearson, Maurice, 25, 106–107
244–245 Pericles, 165
Meehan, John, 243 Perry, William P., Jr., 108
Memorable experiences, 195–196 Phillips, Bob, 207–209
Miller, Mark, 48, 49 Physical environment, relevance of,
Mira, Tony, 13, 77 50–55
Misani, Nicola, 232 Pidgeon, Walter P., 241–242
Mission statements, 43, 228–229 (See Pivato, Sergio, 232
also Credo) Pizza Hut, 54–55
Mistakes (see Service breakdowns) Playfulness, 202–203

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