Monthly Archives: August 2015
Good Night Guest… Good Night Service?
It’s late, it’s dark and it’s time for bed. Guests who arrive past dinner time are usually not in the best of moods. They have traveled far, have left the comfort of their homes and may have had some challenges … Continue reading
Service folly in the season to be jolly
The rush is on. Parking lots are full. Lines are long. Phones are busy. Anxiety is high. It’s that holiday time of year and the wish list challenge is under way. Merchants and retailers everywhere are in the midst of … Continue reading
Service Excellence: The Bottom Line of Leadership
Imagine arriving in a lush yet primitive island environment with a new baby in tow…the first real family vacation since adjusting to parenthood. As might be expected in a less developed country, island services led to several initial frustrations, mostly … Continue reading
Taking Greatness for Granted
Ever heard the expression, “a legend in his or her own mind?” I first heard it when working with a man who was a legendary artist and designer. After dealing with his ego and self-adulation, one of my co-workers noted … Continue reading
Roberta Nedry featured on USA
Hard times send hotel industry into ‘survival mode’ By Gary Stoller, USA TODAY To cut costs, hotel employees now perform a variety of tasks, says Roberta Nedry of Hospitality Excellence, which provides service training for hotel employees. Some brands have … Continue reading
Top Hotel Executives Reach Out to Les Clefs d’Or to Survive Economy
HIGHLIGHTS OF TOPICS DISCUSSED DURING BREAKOUT SESSION REVENUE: Distribute report to all department heads wirh revenue generated by concierge desk Identify traditional and non-traditional revenue streams, such as vendors Build a relationship with your GM & Controller Create code in … Continue reading
Iceberg of Ignorance’ leads to chilly service
Imagine an iceberg, appearing on the horizon of the Atlantic Ocean, during one of our hot, sunny days in South Florida. Imagine the flurry of activity to admire and analyze this unusual phenomenon. As we examine its structure, we discover … Continue reading
Don’t Throw Service into the Penalty Box! Lead the Way to Winning Results and Guest Scores!
“Leadership is lifting a person’s vision to higher sights, the raising of a person’s performance to a higher standard, the building of a personality beyond its normal limitations.” This quote from Peter F. Drucker captures the essence of how to … Continue reading
‘Have a Nice Day’… or Not!
I remember shopping for shoes in Edinborough, Scotland one year. As I concluded my purchase, the sales clerk laughed knowingly with his co-worker when he said “have a nice day!” We had developed some rapport during our purchase so I … Continue reading
How Much to Tip at Hotels & When: USAToday.com
How much to tip at hotels, and when: A primer for guests By Gary Stoller, USA TODAY “It is not the guest’s responsibility to make up for a drop in a hotel employee’s earnings during a recession,” says Roberta Nedry, … Continue reading