{"href":"https://api.simplecast.com/oembed?url=https%3A%2F%2Fconnected-conversations.simplecast.com%2Fepisodes%2Fep-12-premium-service-delivery-FUoApnNx","width":444,"version":"1.0","type":"rich","title":"Ep. 12: Premium Service Delivery","thumbnail_width":300,"thumbnail_url":"https://image.simplecastcdn.com/images/12d31c96-e1fd-4f2a-8b8a-4a3594647dac/4f672c63-c830-43b0-bdff-64644c97d075/navy-20logo.jpg","thumbnail_height":300,"provider_url":"https://simplecast.com","provider_name":"Simplecast","html":"<iframe src=\"https://player.simplecast.com/1ed819b1-569f-47d5-8143-fc6dd85698bc\" height=\"200\" width=\"100%\" title=\"Ep. 12: Premium Service Delivery\" frameborder=\"0\" scrolling=\"no\"></iframe>","height":200,"description":"Join Sharon Kilmartin, Regional Director of Operations at IHG, based at the Crowne Plaza® Ravinia (Americas) and Amr Awad, General Manager at Crowne Plaza® Moncton Downtown in New Brunswick, Canada as well as Ken Knight, General Manager at Crowne Plaza® Knoxville Downtown University in Tennessee. They discuss exceptional service delivery and how to preserve the essence of human-centered service while still continuing to innovate."}