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HANDS-ON CREATIVITY
HOW TO INSPIRE AND EMPOWER YOUR COMPANY’S FRONTLINE INNOVATORS
Running a hotel is one of the most grueling jobs you can imagine. Every day, there are thousands of small, essential tasks that must be done correctly, from serving the breakfast toast while it’s still hot to fixing a balky Stairmaster in the fitness center to shuttling a departing guest to the airport on time. Botch one task, and you may have lost a customer forever. Under daily, detail-oriented pressure like this, it’s tough for hotel managers to generate big, innovative ideas for the future of their industry—which is why most hotel chains today offer me-too products and services.
How, then, did the giant Starwood organization—operators of 850 hotels in 95 ...
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