We’ve all had good and bad experiences as hotel guests. What’s the big difference? Paul Barham, the CEO of Harrell Hospitality Group, believes that employee recruitment, training, motivation and retention are key drivers for guest as well as customer satisfaction. This is particularly true in the hospitality industry where employees are often performing tasks that others deem beneath them, and yet, are essential to a hotel’s success.

How does an employer address this major challenge of motivating and retaining front line employees? Listen to Paul on The Business Edge and learn best practices from the hospitality industry on how to engage and keep your best employees – those who can make a big difference in customer satisfaction and retention.

Paul Barham came to the USA from the UK more than 30 years ago. He’s a Chartered Accountant by training, and has spent the last 34 years in the hotel industry. His experience has ranged from on-site financial to corporate CEO, in hotels ranging from 50 to 800 rooms, downtown to resort with such brands as Marriott, Hilton, Starwood, and Intercontinental Hotels.