Across the United States, Kimpton Hotels operates 62 hotels and 70 restaurants, each unique in some way, each with a different vibe. Despite the variety, Kimpton empowers employees to do their jobs without following a strict set of procedures or feeling micromanaged. In fact, 95 percent of staff reports that management gives them a lot of responsibility, trusts them to do a good job without looking over their shoulders, and encourages them to think on their feet and go the extra mile to keep guests happy.
For example, a valet at one Kimpton property waived a frustrated guest’s $20 daily parking fee after the guest threatened to leave. Although the guest was thrilled, the valet worried that he’d overstepped and ...
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